Guest Experience Agent

Sofitel; Brisbane; On-site; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Discounts at Accor Hotels

Complimentary hotel stay package

Secure parking in Brisbane

Direct access to Central train station

Complimentary meals in ambassador area

Laundered uniforms

Job summary

Sofitel Brisbane Central is seeking a Customer Experience Agent to answer calls from arriving and in-house guests, delivering exceptional service and engaging guests in line with Sofitel brand standards.

You will act as a journey expert, handle inquiries, upsell where appropriate, and document communications to support seamless guest experiences. A seven-day rotating roster and a focus on precise, friendly service are essential.

Qualifications

• Experience in Call Centre, Reservations, or Reception.
• Proficient in required systems including SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You, and PABX.
• Strong communication skills, both verbal and written.
• Enthusiastic approach, excellent attention to detail and superior customer service.
• 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.

Skills

Call centre experience

Reservations / Reception background

Customer service excellence

Strong communication skills

Tools

SevenRooms

OrderUp

Opera

Eventbrite

LQA

Trust You

PABX systems

Job description

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.