Guest Experience Team Leader

3 weeks ago


Surfers Paradise, Queensland, Australia Accor Full time
About the Role

We are seeking a highly motivated and experienced Guest Experience Team Leader to join our Front Office team at Novotel Surfers Paradise. As a key member of our leadership team, you will be responsible for providing operational support and inspiring the Front Office team to deliver exceptional guest service.

Key Responsibilities:

  • Assist the Front Office Leadership team in the smooth and efficient operation of the Front Office
  • Proactively handle guest complaints and requests professionally and efficiently
  • Train and direct the team to provide exceptional guest service at all times
  • Uphold a positive, can-do attitude in the face of guest and workplace challenges
  • Provide a structured and consistent onboarding and training experience for Front Office team members
  • Ensure the Front Office team provides prompt and efficient service while maximizing occupancy levels and up-selling the hotel's facilities and rooms

Requirements:

  • Previous experience in a leadership role, preferably in the hospitality industry
  • Strong problem-solving skills and a creative approach to delivering exceptional guest experiences
  • Ability to multi-task, work well under pressure, and think on your feet to resolve issues and guest complaints
  • Proven strong Microsoft Office skills and clear communication
  • Commitment to driving loyalty and memorable guest experiences
  • Positive, enthusiastic attitude and ability to work a flexible rotating 7-day roster, including weekends and public holidays

What We Offer:

  • Uniform provided
  • Paid birthday leave after six months
  • Free staff meals during shift
  • Generous ACCOR perks, including discounted accommodation and restaurant benefits
  • Collaborative, vibrant culture
  • Professional development opportunities
  • ACCOR Career Milestone celebrations
  • Reward and recognition program


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