Guest Experience Agent - Communications

Thrive in an environment where care and kindness are at the heart of everything we do. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact. We will support you to maintain your wellbeing too, so that you can live life to the full.

The Sofitel Brisbane Central is centrally located within the heart of Brisbane city. 416 elegantly appointed rooms and suites are complemented by the finest personal luxuries to make this one of Brisbane’s best accommodation experiences. The hotel features various F&B outlets, two fitness centres, Day Spa and fully flexible event spaces for up to 1100 delegates.

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 three rings using the specified greeting in line with Sofitel brand standards.
• Respond positively to all calls and assist with guest inquiries, directing them to the appropriate department.
• Promote and upsell during all guest interactions, following brand guidelines.
• Accurately document guest messages and internal communications.
• Complete general day-to-day duties of the communications team.

You'll excel in this role if you have:

• Previous experience in Call Centre, Reservations, or Reception.
• Proficient in the use of all required systems, 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.

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.