Guest Experience Manager

2 weeks ago

Melbourne, Australia SOFITEL MELBOURNE ON COLLINS Full time

About the business

At Sofitel Melbourne On Collins we are obsessed with blending our French heritage with our local culture to create unforgettable experiences for our guests. We are Melbourne's iconic 'Hotel for the Arts'. Everything we do, we do to make sure our people feel welcome and valued.

About the role

Reporting to the Front Office Manager, the Hotel Duty Manager/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.

DUTIES/RESPONSIBILITIES
- 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

Benefits and perks
- Personal Development plan prepared upon commencement,
- Ongoing career coaching and training to prepare for next career goal
- Convenient 'Paris end of Collins street' CBD location
- Build your brand and develop your career with an iconic Melbourne luxury hotel
- Be part of a growth orientated, dynamic award winning Global Luxury Hotel Group
- Access to AccorHotels employee benefits program, 'BIENVENUE' including accommodation, dining and hire car discounts
- Uniform and complimentary dry cleaning provided

Skills and experience

Essentials:

- 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.

Nice to have:

- 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 for Victoria

**Job Types**: Full-time, Permanent

**Salary**: $71,750.00 per year

**Benefits**:

- Employee discount

Schedule:

- 8 hour shift
- Public holidays
- Rotating roster
- Shift work
- Weekend availability

Application Question(s):

- Are you fully vaccinated against Covid-19?

Work Authorisation:

- Australia (required)

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