Guest Experience Agent

Accor; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Chef prepared meal on every shift

Laundered uniforms

Complimentary Sofitel night’s stay

Global hotel discounts

Birthday month day off

Personalised rewards program

Discounted onsite parking

Proximity to Broadbeach dining/shops

Job summary

Accor Sofitel Gold Coast Broadbeach is seeking a guest services professional to warmly welcome guests and manage seamless arrival and departure experiences. You will use Opera Cloud to check in/out, answer inquiries, and share local recommendations.

With a focus on luxury service, you will help maintain guest accounts, coordinate with Reservations and Housekeeping, and promote the ALL loyalty program while upholding security and brand standards throughout your shift.

Qualifications

• Experience in luxury hotel front desk or guest services.
• Excellent communication and guest interaction skills.
• Ability to maintain accuracy in transactions and records.
• Willingness to work weekends/public holidays.

Responsibilities

• Greet guests warmly on arrival and manage check-in/out using Opera Cloud.
• Provide accurate information about facilities and local attractions.
• Maintain guest accounts with accurate transactions and postings.
• Answer calls professionally and relay messages and requests.
• Coordinate with Reservations, Concierge, Housekeeping and F&B teams.
• Promote Accor Live Limitless loyalty program and upsell services.
• Adhere to security protocols and hotel SOPs to protect guests.

Skills

Luxury hospitality

Interpersonal skills

Phone etiquette

Multitasking

Opera Cloud

Guest service

Tools

Opera Cloud

Job description

Company Description

Nestled in the heart of Broadbeach, Sofitel Gold Coast Broadbeach is where the art of French elegance meets the effortless glamour of beachside living. Our 296 beautifully appointed rooms frame sweeping views of the Pacific Ocean and the lush hinterland beyond, while our vibrant dining destinations bring the joie de vivre of Sofitel to life. Here, hospitality is more than a service — it is warm, alive, and refined in every detail, delivered by ambassadors who share a passion for creating unforgettable moments.

Job Description

A career that lets your passion shine:

• Welcome and greet guests warmly on arrival, creating a positive first impression from the moment they step into the hotel
• Deliver efficient and accurate check-in and check-out services using Opera Cloud & ACDC, responding promptly to guest enquiries and requests
• Share accurate and helpful information on hotel facilities, amenities and local attractions
• Maintain guest account records with precision, processing cash and card transactions securely and ensuring timely, accurate posting of charges
• Handle all incoming calls courteously and professionally, documenting and relaying guest messages, reservations and special requests
• Act as a liaison between guests and Reservations, Concierge, Housekeeping and F&B teams to ensure seamless service delivery
• Promote the ALL – Accor Live Limitless loyalty program, hotel facilities and services, maximising sales through recommendations, upselling and cross-selling
• Uphold stringent security protocols and hotel SOPs to safeguard guest confidentiality and safety at all times

Qualifications

What you will bring to the role:

• A genuine passion for luxury hospitality and creating exceptional guest experiences
• A luxury attitude — humble excellence, elevated emotional intelligence and a distinguished presence
• Strong communication and interpersonal skills, with a warm and professional phone manner
• The ability to manage multiple tasks in an organised and efficient manner within a fast-paced environment
• Experience with Opera Cloud or a similar property management system (advantageous)
• Openness to feedback, continuous improvement and ongoing development with the Sofitel brand
• Flexibility to work a rotating roster, including weekends and public holidays, in line with guest needs

Additional Information

Thrive in our Sofitel Gold Coast Broadbeach community:

• A chef prepared meal complimentary on every shift
• Laundered uniforms to have you looking and feeling your best
• A complimentary Sofitel night’s stay each year,including breakfast,to celebrate your work anniversary
• Global discounts across Accor hotels, restaurants, and experiences
• An additional paid day off during your birthday month
• Personalised reward program curated to suit your lifestyle
• Discounted onsite parking, secure bike storage, and convenienct access to public transport
• Walking distance to Broadbeach’s best dining, shopping, and coastline
• Leaders who invest in your development, coaching, and long‑term career
• A global brand setting standards for French luxury hospitality

Current Australian working rights are required for this position.

Our commitment to Diversity & Inclusion:

We’re proud to be an inclusive employer that celebrates diversity in all forms. If you require adjustments during the recruitment process, we welcome you to let us know so we can support you.