Customer Service Lead
7 days ago
Sofitel Gold Coast Broadbeach is a five-star hotel with 296 beautifully appointed rooms and suites.
This role involves overseeing daily lobby operations, ensuring seamless check-ins, check-outs, and guest interactions with Reception, Concierge and Guest Services teams.
You will lead, train and inspire the Front Office team to deliver exceptional customer service in every interaction.
Key responsibilities include handling guest concerns professionally, resolving issues efficiently to enhance guest satisfaction.
Additionally, you will assist in managing room inventory, VIP arrivals and operational procedures to optimize service and revenue.
Create and implement strategies to increase revenue through upselling and loyalty engagement.
Collaborate with departments including Housekeeping and Reservations to ensure a flawless guest experience.
Support the Assistant Front Office Manager in driving service excellence, team engagement and operational efficiency.
Requirements:
- A previous experience as a Customer Service Lead in a luxury hotel or similar senior role.
- A passion for hospitality, customer engagement and delivering high-quality service.
- Excellent personal presentation, communication and interpersonal skills.
- Strong leadership and problem-solving skills with the ability to think on your feet.
- Experience with hotel systems and a strong understanding of front desk operations.
- Exceptional communication skills and the ability to build rapport with guests and colleagues.
- Availability to work a rotating roster, including weekends and evenings.
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