Guest Experience Pro: Front Desk & Concierge

Novotel Hotels; Gold Coast City; On-site; AUD 45,000 - 65,000; Full time

Benefits offered by this job

Uniforms provided

Laundry allowance

On duty meal

Social events

Accor discounts on accommodation world

Discounted meals and beverages

Discounted onsite parking

Career development opportunities

Job summary

Novotel Surfers Paradise is seeking a Guest Experience All Rounder to join our bustling hospitality team on the Gold Coast. You will be the backbone of guest operations, delivering exceptional service and ensuring a memorable stay for every guest.

This flexible, customer-focused role involves front desk duties, concierge support, and coordination with housekeeping, maintenance and F&B to create seamless experiences. A positive attitude and teamwork are essential.

Qualifications

• Experience in a similar role, in a 200+ room hotel.
• Exceptional communication and interpersonal skills with the ability to interact professionally with diverse guests.
• Strong problem-solving abilities and a customer-focused mindset with a commitment to service excellence.
• Excellent organizational and time management skills with the ability to multitask effectively.
• Ability to work collaboratively within a team and support colleagues across departments.
• Attention to detail and accuracy in record-keeping and guest information management.
• Positive attitude, reliability, and a genuine passion for creating memorable guest experiences.
• Availability to work flexible schedules, including weekends and holidays as required.
• Hospitality certifications or training programs (preferred but not required).
• Previous experience with Opera Cloud desirable.
• Must have Australian Work Rights.

Responsibilities

• Provide outstanding guest service across front desk, concierge, and potentially reservations, ensuring all inquiries and requests are handled promptly and professionally.
• Support multiple departments including housekeeping, maintenance, and food and beverage to coordinate seamless guest experiences.
• Resolve guest concerns with empathy and efficiency, taking ownership of issues and implementing effective solutions.
• Manage guest check-ins, check-outs, and room assignments while maintaining accurate records and attention to detail.
• Assist with guest check in, providing information about hotel amenities, local attractions, and services available in Surfers Paradise.
• Coordinate special requests and arrangements.
• Contribute to a collaborative team environment by supporting colleagues across departments and maintaining open communication.
• Monitor and respond to guest feedback, identifying opportunities for service improvement and sharing insights with management.
• Maintain a professional appearance and demeanor while representing the organization's commitment to excellence.

Skills

Communication skills

Interpersonal skills

Problem solving

Organizational skills

Time management

Teamwork

Attention to detail

Tools

Opera Cloud

Job description

Novotel Surfers Paradise is seeking a Guest Experience All Rounder to join our bustling hospitality team on the Gold Coast. You will be the backbone of guest operations, delivering exceptional service and ensuring a memorable stay for every guest.

This flexible, customer-focused role involves front desk duties, concierge support, and coordination with housekeeping, maintenance and F&B to create seamless experiences. A positive attitude and teamwork are essential.