Guest Experience Concierge: Service & Upsell

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

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.