Guest Experience Team Leader

4 weeks ago


Surfers Paradise, Queensland, Australia Accor Full time

About the Role

We are seeking a skilled Guest Experience Team Leader to join our team at Novotel Surfers Paradise. As a key member of our Front Office team, you will be responsible for leading by example and providing operational support to deliver a warm and personalized hospitality experience to our guests.

Key Responsibilities

  • Assist the Front Office Leadership team in ensuring 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.

About You

We are looking for a driven problem solver with a creative approach to delivering the ultimate guest experience. You will have previous experience using OPERA Cloud and a proven ability to multi-task, work well under pressure, and think on your feet to resolve issues and guest complaints. Strong Microsoft office skills and clear communication are essential.

What We Offer

  • A rewarding work environment with opportunities for career and professional development.
  • Global discounts on hotel accommodation and food and beverage.
  • A collaborative and vibrant culture with a focus on delivering exceptional guest experiences.
  • A comprehensive reward and recognition program.


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