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Guest Experience Agent

2 months ago

Brisbane City, Australia SOFITEL Full time
Job Description

As Sofitel's Guest Experience Agent you will answer calls for arriving guests and in-house guests using efficient and professional communication, providing superior customer service and guest engagement through friendly and professional interactions that exceed the guests’ expectations. An essential part of this role will be to follow the Sofitel Brand Standards in every interaction with guests, maintaining total customer satisfaction and creating cousu main moments.

What you'll be doing:

  • Be a customer journey expert and facilitator
  • Answer calls within 3 rings using specified greeting for the hotel following Sofitel brand standard guidelines
  • Positively respond to all calls and assist with guest’s enquiries, directing to the appropriate department
  • Promote and upsell in all guest interactions following brand guidelines
  • Accurately document guest messages and internal communication
  • Complete general day to day duties of the communications team.

Qualifications

You'll excel in this role if you have:

  • Previous Call Centre, Reservations or Reception experience
  • Be proficient in the use of all systems required including but not limited to SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You, and the PABX
  • Strong communication skills, both verbal and written
  • An enthusiastic approach, excellent attention to detail and superior customer service skills
  • Available to work on a seven-day rotating roster.


Additional Information

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team. 

Thrive in our Sofitel Brisbane Central community, with:

  • Discounts for ambassadors, as well as their families and friends, at Accor Hotels, worldwide
  • Complimentary hotel stay package to celebrate your work anniversary
  • Secure parking in the centre of Brisbane for only $10 per day
  • Direct access to Central train station
  • Complimentary food in the ambassador dining room
  • Laundered uniforms.