Guest Experience Manager

Company Description

Sofitel Melbourne On Collins is one of Melbourne’s premier luxury hotels. Part of the Accor group, Sofitel Melbourne is known for its beautiful recently refurbished 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, Guest Experience Manager will be responsible for managing the operations of the Front Office team. Your primary responsibility is ensuring a high level of guest service at all times across the hotel.

Your ability to ‘surprise’ our guests with your exemplary customer service style is what sets you apart from the rest. You are naturally a confident person who is able to approach people and initiate conversation along with a strong knowledge of the hotel and its surrounding area.

You are able to manage your time and can handle juggling numerous tasks at once, but still able to follow procedure and maintain a high awareness of security. You have an outcome driven approach to performance and results and you strive to achieve excellence in your field. You will have close liaison with all departments of the hotel. Working in a luxury hotel environment, the successful applicant will have the opportunity to grow and develop a professional dynamic team.

In this role you will:

- Address guest feedback in a timely manner to ensure maximum guest satisfaction;
- Maintain a thorough knowledge of all hotel facilities and promotions;
- Communicate with a diverse range of people in a professional manner;
- Provide supervision, support and ongoing training to Ambassadors;
- Manage emergency situations and providing the first response to medical situations;
- Process and assist with check-in, check-out of guests, ensuring all procedures are adhered to;
- Lead by example when attending to guest requests. Be proactive and resourceful;
- Have the necessary skills and training to actively resolve complaints and challenges presented by guests;
- 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 12 months experience in a similar role in a luxury environment (Duty Manager/Assistant Front Office Manager);
- Highly organised self-starter with the ability to effectively manage priorities and has a professional image through presentation and interpersonal skills;
- Ability to lead and manage a team and through training and coaching continuously develop their skills and knowledge;
- 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.
- First Aid Certificate and Responsible Service of Alcohol Certificate for Victoria;
- Knowledge of Opera PMS, Loyalty Platforms, Resaweb, Microsoft Office, Outlook and HotSos is highly advantageous.

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.