Front Office & Guest Experience Specialist

Mercure; Gold Coast City; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Exclusive team dining privileges at on

Learning, development and mentorship

Job summary

Elysium Noosa Resort in Noosa, Sunshine Coast, seeks a VIP Guest Experience Agent to lead the premium guest journey from arrival through departure, delivering warmth, elegance, and personalised service.

You will anticipate guest needs, curate bespoke experiences, and collaborate with Front Office, Housekeeping, F&B, and leadership to embody the Elysium standard of refined hospitality.

Qualifications

• A genuine passion for luxury hospitality and creating exceptional guest experiences.
• Previous experience in Guest Services, Concierge, Front Office, Guest Relations, Luxury Retail, Aviation, or Hospitality.
• Exceptional communication and interpersonal skills.
• Ability to remain composed and professional in a fast-paced environment.
• Strong attention to detail and a talent for anticipating guest needs.
• Experience with Opera PMS or similar systems is highly regarded.
• A current unrestricted driver's licence.
• Flexibility to work across a 7-day rotating roster, including weekends and public holidays.

Responsibilities

• Curate exceptional arrival and departure experiences with warmth and elegance.
• Foster meaningful connections with guests, intuitively anticipating needs and delivering personalised service.
• Act as a dedicated point of contact for VIP and returning guests, recognising preferences.
• Craft bespoke itineraries and experiences, including dining reservations and local recommendations.
• Coordinate special occasions and personalised touches, creating memorable moments.
• Collaborate with Front Office, Housekeeping, F&B, and Leadership teams to deliver a flawless guest experience.
• Handle guest enquiries and concerns with discretion and professionalism.
• Maintain detailed guest profiles and preferences in Opera and other systems.
• Oversee check-in and check-out experiences with precision and sophistication.
• Provide luggage assistance and valet services as required.

Skills

Luxury hospitality

Guest services

Communication

Attention to detail

Interpersonal skills

Tools

Opera PMS

Job description

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Welcome to Elysium Noosa Resort, an elegant retreat set in the heart of one of Australia's most iconic coastal destinations.

Elysium Noosa has been thoughtfully reimagined across every guest touchpoint, from Cibaria Noosa and Bar Capri on Hastings Street to our rooms and suites. This transformation establishes a new benchmark for luxury hospitality on the Sunshine Coast.

Our team is dedicated to creating guest experiences that feel both effortless and deeply personal. Every interaction is guided by care, intuition, and attention to detail, delivering moments of delight that elevate each stay.

Job Description

We are seeking a passionate and personable VIP Guest Experience Agent to become the face of Elysium Noosa's luxury guest journey.

As a VIP Guest Experience Agent, you will deliver exceptional and personalised service to our valued guests from arrival through to departure. You will anticipate guest needs, build genuine connections, and create unforgettable experiences that reflect the warmth, sophistication, and elegance of the Elysium brand.

Key Responsibilities

• Curate exceptional arrival and departure experiences, ensuring every guest is welcomed with warmth, elegance, and genuine hospitality.
• Foster meaningful connections with guests, intuitively anticipating needs and delivering personalised service that exceeds expectations at every stage of the guest journey.
• Act as a dedicated point of contact for VIP and returning guests, ensuring individual preferences are recognised, remembered, and thoughtfully tailored throughout each stay.
• Craft bespoke itineraries and experiences, including dining reservations, local recommendations, private celebrations, and exclusive concierge arrangements.
• Coordinate special occasions and personalised touches, creating memorable moments that leave a lasting impression.
• Collaborate seamlessly with Front Office, Housekeeping, Food & Beverage, and Leadership teams to deliver a flawless and highly personalised guest experience.
• Handle guest enquiries and concerns with discretion, professionalism, and a solution-focused approach, ensuring swift and elegant resolutions.
• Maintain detailed guest profiles and preferences within Opera and other guest management systems to support personalised service delivery.
• Oversee check-in and check-out experiences with precision and sophistication, ensuring every interaction reflects Elysium's luxury standards.
• Provide luggage assistance and valet services as required, delivering these services with professionalism and attention to detail.

Qualifications

• A genuine passion for luxury hospitality and creating exceptional guest experiences.
• Previous experience in Guest Services, Concierge, Front Office, Guest Relations, Luxury Retail, Aviation, or Hospitality.
• Exceptional communication and interpersonal skills.
• Ability to remain composed and professional in a fast-paced environment.
• Strong attention to detail and a talent for anticipating guest needs.
• Experience with Opera PMS or similar systems is highly regarded.
• A current unrestricted driver's licence.
• Flexibility to work across a 7-day rotating roster, including weekends and public holidays.

Additional Information

• Become part of a refined luxury destination setting a new benchmark for hospitality on the Sunshine Coast.
• Work alongside a passionate team dedicated to creating extraordinary and highly personalised guest experiences.
• Immerse yourself in a culture that values excellence, attention to detail, and genuine hospitality.
• Enjoy exclusive team dining privileges at Cibaria Noosa and Bar Capri.
• Access ongoing learning, development, and mentorship opportunities designed to help you thrive in luxury hospitality.
• Build your career within an evolving lifestyle and hospitality brand committed to growth and innovation.
• Be empowered to create meaningful moments and lasting memories for discerning guests from around the world.
• Join a supportive, collaborative team that takes pride in delivering exceptional experiences every day.