Guest Experience Agent

Thrive in an environment where care and kindness are at the heart of everything we do. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact. We will support you to maintain your wellbeing too, so that you can live life to the full.

Located in the heart of Brisbane city, Sofitel Brisbane Central is known for its sophisticated luxury accommodation, world-class dining, and impeccable hospitality. The hotel’s 416 elegantly appointed guest rooms and suites offer refined French luxury, and with personalised service that comes from the heart, this is Brisbane’s best accommodation experience. The hotel also features elegant and indulgent food and beverage outlets, an executive lounge, two fitness centres, a day spa and fully flexible event spaces for up to 1100 delegates.

As Sofitel’s Guest Experience Agent you will answer calls for arriving guests and in-house guests using efficient and professional communication, providing superior guest experience and guest engagement through friendly and professional interactions that exceed the guests’ expectations. An essential part of this role will be to follow the Sofitel Brand Standards in every interaction with guests, maintaining total customer satisfaction and creating Cousu Main moments.

What you’ll be doing:

• 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.

You’ll excel in this role if you have:

• Previous experience in Call Centre, Reservations, or Reception.
• Proficient in the use of all required systems, including but not limited to SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You, and the PABX.
• Strong communication skills, both verbal and written.
• An enthusiastic approach, excellent attention to detail and superior customer service skills.
• Available to work on a seven-day rotating roster.https://careers.accor.com/global/en/job/guest-experience-agent-communications-centre-in-sofitel-brisbane-central-brisbane-city-australia-jid-100946