Guest Experience Host

Sofitel; Gold Coast City; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Lunch provided

On-site parking

Free Sofitel stay anniversary

Staff discounts

Career development

Diversity & inclusion

Job summary

Sofitel Gold Coast Broadbeach seeks a People and Culture Manager to lead our hotel’s people strategy and culture, ensuring guest experiences drive strong commercial outcomes through exceptional service. You will work closely with Front Office, Housekeeping, Engineering and F&B to ensure a seamless guest journey, mentor team members, and uphold Sofitel’s luxury standards in daily operations.

Full Australian working rights are required; the role offers opportunities for development, incentive

Qualifications

• Passion for hospitality and creating memorable guest experiences.
• Warm, confident and professional communication with the ability to connect with people.
• Luxury service mindset with strong attention to detail and personal presentation.
• Ability to manage multiple guest requests efficiently while staying calm and organised.
• Collaborative attitude to work across hotel departments.
• Open to feedback, continuous learning and development within Sofitel.
• Willingness to work seven days in a hotel operation.

Responsibilities

• Create a warm and memorable first impression, welcoming guests to Sofitel luxury service standards.
• Assist guests with luggage on arrival and departure, including storage and delivery to rooms.
• Provide personalised information about hotel facilities and local attractions on the Gold Coast.
• Escort guests to rooms and explain hotel facilities, answering questions.
• Assist with valet parking and coordinate taxis and guest transportation.
• Anticipate and respond to special requests, including celebrations and personalized touches.
• Support Concierge and Front Office with reservations and guest enquiries.
• Maintain a pristine and welcoming lobby and Concierge environment reflecting Sofitel luxury standards.
• Safely receive and deliver luggage, mail and parcels with accurate records and security.
• Promote hotel facilities, dining experiences and events to enhance guest stays.
• Collaborate with Front Office, Housekeeping, Engineering, F&B and other departments for a seamless guest journey.

Skills

Guest service

Communication skills

Luxury service mindset

Team collaboration

Attention to detail

Multitasking

Feedback openness

Seven-day flexibility

Job description

Company Description

At Sofitel, luxury is more than elegance - it's a way of operating. Every interaction, every decision, every leader and ambassador shapes our reputation. As People and Culture Manager, you will drive the strategic heartbeat of the hotel, ensuring our people and culture fuel both exceptional guest experiences and strong commercial outcomes.

Where French sophistication meets coastal chic, Sofitel Gold Coast Broadbeach embodies Art de Vivre in the heart of Broadbeach, just steps from the ocean. Featuring 296 elegant rooms and suites, two stylish bars, a signature restaurant, multi-level pools, and ten refined event spaces, our hotel celebrates French elegance infused with the relaxed charm of the French Riviera.

Job Description

A career that lets your passion shine:

• Create a warm and memorable first impression, welcoming every guest in accordance with Sofitel luxury service standards.
• Assist guests with luggage on arrival and departure, including storage, retrieval and delivery to guest rooms with care and attention.
• Provide personalised information about the hotel, local attractions, dining, transportation and the best of the Gold Coast.
• Escort guests to their rooms when required, introducing hotel facilities and responding to questions along the way.
• Assist with valet parking and coordinate taxis, private transfers and other guest transportation requirements.
• Anticipate and respond to special requests, including guest amenities, celebrations, room deliveries and personalised touches.
• Support the Concierge and Front Office teams with reservations, local recommendations and guest enquiries.
• Maintain an immaculate and welcoming hotel entrance, lobby and Concierge environment, ensuring presentation reflects Sofitel luxury standards.
• Safely receive, store and deliver guest luggage, mail and parcels while maintaining accurate records and security.
• Promote hotel facilities, dining experiences, events and services, helping guests make the most of their stay.
• Collaborate closely with Front Office, Housekeeping, Engineering, Food & Beverage and other departments to ensure a seamless guest journey.

Qualifications

What you will bring to the role:

• A genuine passion for hospitality and creating memorable guest experiences.
• Warm, confident and professional communication skills with a natural ability to connect with people.
• A luxury service mindset with strong attention to detail and pride in personal presentation.
• Ability to manage multiple guest requests efficiently while remaining calm, organised and attentive.
• A collaborative attitude and willingness to work closely with colleagues across all hotel departments.
• Openness to feedback, continuous learning and ongoing development within Sofitel.
• Flexibility to work across a seven-day hotel operation according to business and guest needs.

Additional Information

Thrive in Our Sofitel Gold Coast Broadbeach Community

• Competitive salary package and incentive plan with comprehensive benefits
• Complimentary lunch daily, dry cleaning, and on-site secure parking in the heart of Broadbeach
• Celebrate your work anniversary with a complimentary Sofitel luxury stay and breakfast for two, plus a paid day off on your birthday
• Generous discounts on accommodation, dining, and lifestyle experiences across Accor's global portfolio
• Tailored recognition and reward programs, with both pop up and large scale employee events every month
• Ongoing leadership development, mentoring, and career growth opportunities
• Inclusive and supportive culture where your creativity and leadership shape the guest experience

Full Australian working rights are required for this role with the ability to work an average of 38 hours per week.

Our Commitment To Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.