Director of Guest Experience

At Sofitel Noosa Pacific Resort, we don’t just provide luxury – we redefine it. Situated in the heart of one of Australia’s most stunning beach destinations, our resort is the embodiment of modern elegance and timeless hospitality.

We are seeking trailblazers in hospitality – professionals who are not only leaders but innovators, ready to shape the future of luxury experiences. If you thrive in an environment where creativity, vision, and bold leadership are celebrated, you may be the next visionary we’re looking for to help

Join us in delivering excellence to our discerning clientele as we relaunch our Resort post a pheromonal enhancement In 2025 to ensure we are presented as the epitome of Luxury offerings in Australia. 

We are seeking a highly motivated and dynamic Director of Guest Experience to lead our guest services team and ensure every guest enjoys a seamless and unforgettable experience. This role requires a passion for hospitality, strong leadership skills, and an innate ability to anticipate and exceed guest expectations. The ideal candidate will be a problem-solver, innovator, and advocate for exceptional customer service.

Key Responsibilities:

• Oversee the daily operations of guest services, ensuring smooth guest arrivals, departures, and interactions throughout their stay.
• Lead, train, and mentor a team of guest service professionals, promoting a culture of excellence and continuous improvement.
• Develop and implement personalized guest experiences, ensuring each guest receives tailored services to enhance their stay.
• Handle guest complaints, requests, and inquiries, resolving issues promptly and professionally while maintaining a calm and positive demeanor.
• Collaborate with other resort departments, including housekeeping, food & beverage, and spa, to ensure guest needs are met across all touchpoints.
• Monitor guest feedback, conducting surveys and utilizing insights to improve service offerings and identify areas for improvement.
• Stay updated on industry trends, service innovations, and new guest expectations to implement best practices and maintain a competitive edge.
• Create memorable, personalized moments for guests, ensuring their expectations are exceeded at every opportunity.
• Manage VIP guest experiences and special requests, ensuring a high level of attention and service.
• Develop and execute guest engagement initiatives to build long-term relationships and encourage return visits.
• Assist in budget management and resource allocation to optimize operational efficiency.

• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• At least 3-5 years of experience in a guest relations or hospitality leadership role, preferably in a luxury or five-star resort setting.
• Exceptional interpersonal and communication skills, with a strong ability to connect with guests and team members.
• Strong problem-solving skills and the ability to handle challenging situations with diplomacy and discretion.
• Demonstrated leadership skills, with experience in managing and motivating a diverse team.
• Proficient in hotel management software and Microsoft Office Suite.
• A keen attention to detail and a passion for delivering exceptional service.
• Knowledge of luxury resort operations and guest expectations in a high-end environment.
• Ability to work flexible hours, including evenings, weekends, and holidays, as needed.

Our Benefits: 

We offer fantastic employee benefits, including some amazing and generous Ambassador Discounts across all of our Accor brands worldwide! 

• Competitive salary and performance-based bonuses
• Opportunities for career advancement within our global network.
• Access to resort amenities, including spa services & dining.
• A dynamic and supportive work environment focused on growth and development.
• 30% discount off your food & beverage at Accor properties worldwide 
• Generous Accommodation discounts at Accor properties worldwide
• Up to 12 weeks paid parental leave

If you are looking to further your career in a luxury hotel, apply today!

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

ACCOR is the world’s largest and fastest-growing hotel group with a network of more than 4000 properties in over 90 countries. We offer exceptional opportunities for career development across much-loved brands ranging from well-known five-star luxury hotels to budget lodgings. 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS