Guest Experience Manager

Located in the heart of Broadbeach, just 200m from stunning sandy beaches, Sofitel Gold Coast Broadbeach is a luxurious five-star hotel. Featuring 296 beautifully appointed rooms and suites, 2 bars, 1 restaurant, 10 event spaces, a stunning multi-level pool and fitness centre.

Sofitel Gold Coast Broadbeach is looking for a dedicated and service-oriented Guest Experience Manager to elevate the guest journey at our luxury hotel. In this role, you will lead by example, ensuring exceptional service delivery, creating memorable experiences, and fostering lasting relationships with our valued guests.

A Career that lets your passion shine:

• Be the driver of our service culture, loyalty, luxury and brand excellence
• Work collaboratively across all departments, communicating on VIP guest movements
• Champion guest activities and the delivery of Cousu Main moments
• Problem solve and analyse feedback to facilitate continuous service improvement
• Support and manage the loyalty and service expectations of guests through all areas of the hotel
• Meet and greet guests, recognising their loyalty and promoting the brand image
• Review and respond to guest reviews on various channels including Trust You and Tripadvisor

What you will bring to the role:

• You present with a luxury attitude and elevated EQ
• Strong communication and interpersonal skills, with excellent relationship management
• Exceptional problem-solving skills, with a proactive and solution-oriented approach
• The ability to remain calm under pressure with high emotional intelligence
• High-level of hospitality knowledge, including Front Office and Food & Beverage
• Knowledge and ability to operate Opera Cloud Software and Guest Satisfaction Software such as Trust You.
• Experience working in a 5-star luxury hotel will be advantageous

Thrive in our Sofitel Gold Coast Broadbeach community:

• Complimentary meal on shift available via Le Café
• Employee discounts on accommodation, dining, and lifestyle with Accor hotels
• Discounted on-site parking
• Paid birthday leave
• Personalized reward & recognition and learning & development programs
• Be part of a luxury 5-star hotel offering 296 hotel rooms and suites
• Work in the heart of Broadbeach, with walking distance to beaches, restaurants and shops

Belong in a place where you can be yourself and love what you do. Join our hotel community and we will support you to realise your true potential. You will be part of a team where everyone’s contribution is valued. And we will empower you to bring ideas to elevate our services, creating personalised experiences for guests. Help them to feel special, and we will do the same for you.

If you are ready to take the next step in your career with a leading, global luxury hotel brand, apply today.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Please note that full AU working rights are required for this role.