Senior Guest Experience Leader

4 weeks ago

South Brisbane, Queensland, Australia Novotel Full time
About Novotel Brisbane South Bank

Conveniently located in the heart of the Cultural Precinct, our hotel is just steps away from Brisbane's vibrant arts and culture scene.

We pride ourselves on providing award-winning service and accommodation to both business and leisure clients. Our commitment to hospitality is a work of heart, focusing on making every guest feel welcome and valued.

In this role, you'll have the opportunity to build your skills and expertise to reach your personal and career goals.

Job Description

We're seeking an experienced Guest Experience Professional to join our Front Office team as Duty Manager on a full-time basis. Reporting to our Front Office Manager, the successful candidate will be responsible for managing Front Office operations, including reception, guest relations, reservations, and telephone services during their shift.

The key responsibilities of this role include:

  1. Ensuring the smooth day-to-day running of the hotel, maintaining our reputation as a market leader in customer-focused service.
  2. Driving the hotel's performance by ensuring it meets or exceeds its key performance indicators (KPIs) related to revenue per available room (RPS), net promoter score (NPS), loyalty, and room upselling.
  3. Coordinating effective night audit functions in conjunction with the Financial Controller to ensure accuracy while maintaining a customer-centric approach.
  4. Maintaining exceptional relationships with Very Important People (VIPs), special guests, and their requests to ensure loyalty and satisfaction.
Requirements

To succeed in this role, you'll need:

  • Proven prior experience in a Front Office leadership capacity, preferably in a similar environment.
  • Strong leadership and communication skills, with the ability to collaborate effectively and communicate clearly in English.
  • Critical thinking and problem-solving skills to find solutions with a guest-focused approach.
  • A strong understanding of Brisbane, particularly South Brisbane, to recommend attractions and activities.
  • Flexibility to work a range of shifts, including mornings, nights, weekends, and public holidays when required.
What We Offer

We're proud to offer a competitive salary package, estimated at $85,000 - $110,000 per annum, depending on experience. In addition, we provide:

  • A fun and friendly work environment with a high employee satisfaction score.
  • An employee benefit card offering discounted rates at Accor worldwide.
  • Learning programs through our Learn Your Way Academie.
  • Opportunities to develop your talent and grow within the property and across the world.
  • The chance to make a difference through our Corporate Social Responsibility activities.
Join Our Team

We're committed to diversity and inclusion, welcoming applicants from diverse backgrounds. If you require adjustments during the recruitment process, please let us know.

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