Guest Experience Agent

Sofitel; Brisbane; On-site; AUD 45,000 - 60,000; Full time

Benefits offered by this job

Ambassador discounts

Complimentary hotel stay

Secure parking

Direct train access

Complimentary meals

Job summary

Sofitel Brisbane Central is seeking a Guest Experience Agent to expertly handle guest calls and inquiries, delivering superior service that reflects the brand’s luxury standards.

You will uphold Sofitel Brand Standards in every interaction, document guest communications, and contribute to a seamless guest journey across departments. A seven-day rotating roster supports a dynamic hospitality environment in Brisbane city.

Qualifications

• Previous experience in Call Centre, Reservations, or Reception.
• Proficient in the use of all required systems, including SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You, and the PABX.
• Strong communication skills, both verbal and written.
• An enthusiastic approach, excellent attention to detail and superior customer service skills.
• Available to work on a seven-day rotating roster.

Responsibilities

• Be a customer journey expert and facilitator.
• Answer calls within three rings using the specified greeting in line with Sofitel brand standards.
• Respond positively to all calls and assist with guest inquiries, directing them to the appropriate department.
• Promote and upsell during all guest interactions, following brand guidelines.
• Accurately document guest messages and internal communications.
• Complete general day-to-day duties of the communications team.

Tools

SevenRooms

OrderUp

Opera

Eventbrite

LQA

Trust You

PABX

Job description

Company Description

Thrive in an environment where care and kindness are at the heart of everything we do. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact. We will support you to maintain your wellbeing too, so that you can live life to the full.

Company Description

Thrive in an environment where care and kindness are at the heart of everything we do. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact. We will support you to maintain your wellbeing too, so that you can live life to the full.
Located in the heart of Brisbane city, Sofitel Brisbane Central is known for its sophisticated luxury accommodation, world-class dining, and impeccable hospitality. The hotel’s 416 elegantly appointed guest rooms and suites offer refined French luxury, and with personalised service that comes from the heart, this is Brisbane’s best accommodation experience. The hotel also features elegant and indulgent food and beverage outlets, an executive lounge, two fitness centres, a day spa and fully flexible event spaces for up to 1100 delegates.

Job Description

As Sofitel's Guest Experience Agent you will answer calls for arriving guests and in-house guests using efficient and professional communication, providing superior guest experience and guest engagement through friendly and professional interactions that exceed the guests’ expectations. An essential part of this role will be to follow the Sofitel Brand Standards in every interaction with guests, maintaining total customer satisfaction and creating Cousu Main moments.

What You'll Be Doing

• Be a customer journey expert and facilitator.
• Answer calls within three rings using the specified greeting in line with Sofitel brand standards.
• Respond positively to all calls and assist with guest inquiries, directing them to the appropriate department.
• Promote and upsell during all guest interactions, following brand guidelines.
• Accurately document guest messages and internal communications.
• Complete general day-to-day duties of the communications team.

Qualifications

You’ll excel in this role if you have:

• Previous experience in Call Centre, Reservations, or Reception.
• Proficient in the use of all required systems, including but not limited to SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You, and the PABX.
• Strong communication skills, both verbal and written.
• An enthusiastic approach, excellent attention to detail and superior customer service skills.
• Available to work on a seven-day rotating roster.

Additional Information

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.

Thrive In Our Sofitel Brisbane Central Community, With

• Discounts for ambassadors, as well as their families and friends, at Accor Hotels, worldwide
• Complimentary hotel stay package to celebrate your work anniversary
• Secure parking in the centre of Brisbane for only $10 per day
• Direct access to Central train station
• Complimentary food in the ambassador dining room
• Laundered uniforms.