Guest Experience Agent

2 weeks ago

Brisbane, Queensland, Australia AccorHotel Full time

Company Description

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 customer service 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 3 rings using specified greeting for the hotel following Sofitel brand standard guidelines
  • Positively respond to all calls and assist with guest's enquiries, directing to the appropriate department
  • Promote and upsell in all guest interactions following brand guidelines
  • Accurately document guest messages and internal communication
  • Complete general day to day duties of the communications team.

Qualifications
You will excel in this role if you have:

  • Previous Call Centre, Reservations or Reception experience
  • Be proficient in the use of all systems required 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 sevenday rotating roster.

Additional Information

We live by our Heartist principles, that is, we embrace the essence of the heart and art of human connection.

Understanding people is our business and putting people at the heart of our organisation is how we make decisions. We want every ambassador to feel valued, inspired and to strive for greatness every day.

Sofitel Brisbane Central offers ambassadors career development opportunities within the hotel and the broader Accor Group.

We boast strong connections within a network of luxury hotels across the Accor Group that is collectively known as "La Maison" (French for "The House").

This allows ambassadors direct access to world-class expertise from top minds in luxury hospitality.

As a Sofitel Heartist, you will also be rewarded with:

  • Career development opportunities within the largest hotel group in the Pacific
  • Discounts for ambassadors, as well as their families and friends, at Accor Hotels, worldwide
  • Complimentary hotel stay package to celebrate your work anniversary
  • Secure parking in the centre of Brisbane for only $10 per day
  • Direct access to Central train station
  • Complimentary food in the ambassador dining room
  • Laundered uniforms.

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