Guest Experience Team Leader

About Novotel Surfers Paradise…

Novotel Surfers Paradise is located in the heart of Surfers Paradise, with excellent shopping, entertainment & nightlife areas all close by. The hotel features 408 well-appointed rooms, along with a variety of dining options including: The Restaurant, Blvd Cafe and Bar, pool bar and in-room dining.  We offer a relaxed, family friendly environment. For those wanting to unwind we offer a heated outdoor swimming pool, tennis courts, basketball & netball court, BBQ area, gym and kids’ corner. For our conferencing & events guests we have 6 modern function rooms available, accommodating up to 500 delegates.

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KEY RESPONSIBILITES

• Assist the Front Office Leadership team ensure the smooth and efficient operation of the Front Office department.
• Work alongside the team, proactively handling guest complaints, assist guests with requests professionally and efficiently.
• Provide efficient, courteous, friendly and professional information and service to all guests and colleagues.
• Work together with trust & transparency so that colleagues and management meet the goals of the departments.
• Assist in on-boarding training and induction for all Front Office employees.
• Direct daily front office operations and ensure Hotel policies and procedures are adhered to

Knowledge and Experience

• A good working knowledge of OPERA Cloud
• Previous experience using ResaWEB, TrustYou and HotelLINK desirable however not essential.
• Must hold or be willing to hold a current responsible service of Alcohol Certificate (recognized by QLD)
• Must hold or be willing to hold a current First Aid Certificate

Competencies

• An ability to understand and navigate complex stakeholder environments
• Strong focus and passion for hotel operations
• Sound understanding of emerging trends in the industry
• Demonstrated ability to coach, mentor, develop and inspire teams
• Confident and articulate communication and negotiation skills
• Demonstrated business acumen with the ability to make sound decisions and  understand commercial implications
• Ability to think strategically and plan on a mid to long term scale
• https://careers.accor.com/global/en/job/guest-experience-team-leader-in-novotel-surfers-paradise-surfers-paradise-australi-jid-74285