Guest Experience Manager

6 days ago

Melbourne, Australia SOFITEL Full time

Company Description

Sofitel Melbourne On Collins is one of Melbourne’s premier luxury hotels. Located in the Paris end of Collins street, the hotel is accessible to all of the major activities of Melbourne. Whether it be the Australian Open, an AFL match at the MCG, some shopping for luxury items or just close to transportation - trams and trains are just outside the door.

Part of the Accor group, Sofitel Melbourne is known for its beautiful rooms, its superb Atrium Bar and its delectable No35 restaurant. We support our employees to develop and grow through regular and ongoing training, internal promotion opportunities and opportunities to relax through our employee events calendar.

**Job Description**:
Reporting to the Front Office Manager, the Guest Experience Manager will be responsible for managing the operations of the reception in the Front Office department. Your primary responsibility is ensuring a high level of guest service at all times across the hotel.

Your key responsibilities include:

- Address guest feedback in a timely manner to ensure maximum guest satisfaction;
- Manage emergency situations and providing the first response to medical situations;
- Maintain a thorough knowledge of all hotel facilities and promotions;
- Provide supervision, support and ongoing training to ambassadors;
- Process and assist with check-in, check-out of guests, ensuring all procedures are adhered too;
- Have the necessary skills and training to actively resolve complaints and challenges presented by customers;
- Assist in all areas of the hotel during peak times to eliminate potential issues;
- Be responsible for the health and safety of all patrons, guests and staff members.

**Qualifications**:
To be successful in the role, your essential skills and experience include:

- Have a minimum 6 months experience in a similar role and operation
- Demonstrate versatility in responding to guest requests and situations
- Remain calm and effective in emergency and high pressure situations
- Unlimited work rights in Australia and be flexible to work 38 hours per week
- Flexibility to work varied shifts from early mornings to late evenings, including weekends and Public Holidays as per our business demands.
- Knowledge of Opera PMS, Loyalty Platforms, Resaweb, Microsoft Office, Outlook and HotSos is highly advantageous;
- Highly organised self-starter with the ability to effectively manage priorities and has a professional image through presentation and interpersonal skills;
- Ability to manage a team and develop their skills. Train, coach and motivate the team to increase skills and knowledge;
- First Aid Certificate and Responsible Service of Alcohol Certificate for Victoria.

Additional Information

If you are working at Sofitel Melbourne On Collins, your benefits will include:

- Accor ALLHeartist staff discounts including accommodation, dining and partner offers;
- Convenient CBD location, close to public transport;
- Regular staff engagement activities;
- Opportunity to develop your talent and grow within your property and across the world
- Uniform and complimentary dry cleaning of your business attire provided.

Accelerate your career now by joining Melbourne’s 'Hotel for the Arts', that blends French style and elegance with the best that Melbourne has to offer.

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