Guest Experience Specialist: Front Desk & Concierge

Novotel Hotels; Gold Coast City; On-site; AUD 30,000 - 36,000; Full time

Benefits offered by this job

Social events

Accor discounts

Discounted meals

Discounted onsite parking

Career development

Job summary

Novotel Surfers Paradise is seeking a Guest Experience All Rounder to support front desk, concierge, and reservations, delivering warm, professional service for every guest. You’ll coordinate guest arrivals, information, and requests in a fast-paced, beachside hotel environment.

In this versatile role you’ll collaborate across departments, handle inquiries, resolve issues with empathy, and help create memorable stays with attention to detail and a positive team spirit.

Qualifications

• We require experience in a similar role within a 200+ room hotel.
• Excellent communication and interpersonal skills for diverse guests.
• Strong problem-solving and a customer-focused mindset for service excellence.
• Excellent organizational and time management with multitasking ability.
• Ability to work collaboratively across departments and teams.
• Attention to detail in record-keeping and guest information.
• Flexible availability including weekends/holidays.

Responsibilities

• Provide outstanding guest service across front desk, concierge, and reservations.
• Support housekeeping, maintenance, and F&B to coordinate seamless experiences.
• Resolve guest concerns with empathy and ownership, delivering solutions.
• Manage check-ins/outs and room assignments with accuracy and records.
• Provide information about hotel amenities and local attractions.
• Coordinate special requests and arrangements for guests.
• Contribute to a collaborative team and maintain open communication.
• Monitor guest feedback and share insights with management.

Skills

Guest service

Communication

Multitasking

Teamwork

Organizational skills

Attention to detail

Problem-solving

Flexible scheduling

Tools

Opera Cloud

Job description

Novotel Surfers Paradise is seeking a Guest Experience All Rounder to support front desk, concierge, and reservations, delivering warm, professional service for every guest. You’ll coordinate guest arrivals, information, and requests in a fast-paced, beachside hotel environment.

In this versatile role you’ll collaborate across departments, handle inquiries, resolve issues with empathy, and help create memorable stays with attention to detail and a positive team spirit.