Guest Experience Agent

3 days ago

Sydney, Australia SOFITEL Full time

**Company Description** Discover the Sofitel Sydney Darling Harbour.**

Sofitel Sydney Darling Harbour welcomes guests into a world of luxury blending French Art de Vivre and local culture. The Flagship hotel boasts 590 rooms and suites, four vibrant bars and restaurants, a stunning, award winning outdoor infinity pool, state of the art gym overlooking the city skyline, exclusive top floor Executive Lounge and our well renowned luxurious spa.

Outstanding people make it all happen and we are committed to creating an energising, rewarding and exciting work environment. Become part of a culture that is dedicated to executing exceptional luxury experiences for our guests.

We are looking for our next Guest Experience superstar to join our team on part time capacity (8 hours per week)

**Benefits, Rewards, Motivations**
- Industry benefits worldwide on accommodation, dining and lifestyle services.
- Access to daily discounted coffee and Ambassador dinning menu.
- A unique training platform to enhance your skills and knowledge.
- Provide efficient service for VIP guests through screening of Opera reports, responding to TrustYou customer reviews and writing welcome cards to accompany tailored amenities.
- Focusing on ALL members alongside group reservation VIPs and long stay guests and any other additional tasks which may be assigned
- In charge of the administrative tasks regarding Accor ALL guests staying at Sofitel Sydney Darling Harbour, this includes; weekly screening of guests, writing welcome cards and coordinating the appropriate amenities with IRD.
- RPS - Monitor the Hotels Reputation Performance Score via TrustYou portal, addressing detractors and actions as well as responding to reviews with a focus on response rate being between 70 & 100%. This also includes delegating review responses to specific departments.
- Overseeing group reservation VIPs and long stay guests, including writing welcome cards and coordinating amenities.
- Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
- Assisting with screening and tracking guests. Previewing arrival reports via Opera and A.C.D.C. and updating guest’s notes & preferences accordingly.
- Alerting Guest Experience Manager of any potential care guest’s you come across whilst carrying out daily/weekly screenings.
- Read the daily log book and memo folder. Read the information boards for new information.
- Be versed in the VIP arrivals and special requests for the week.
- Ensure messages are accurate and passed on promptly.
- Carry out additional duties as requested by the Guest Experience Manager.

**Qualifications**
- Highly motivated with excellent attention to detail.
- Strong communication skills.
- Experience working with VIPs within a hotel environment is preferred but not necessary.
- Always display a professional appearance, representing our Sofitel brand.

**Additional Information**
If you share our passion for hospitality, service excellence, innovation and drive, we would love to hear from you

**Our commitment to Diversity & Inclusion**:

- We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know._

**Please note that full Australian Working Rights are required for this role.

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