Guest Experience All Rounder

About the role

Novotel Surfers Paradise, a 408-room hotel in the heart of Surfers Paradise, is looking for a Guest Experience All Rounder to join its hospitality team. The role is the backbone of guest operations, delivering exceptional service so every guest has a memorable stay. It suits a flexible, customer-focused person who thrives in a fast-paced environment.

Key responsibilities

• Provide outstanding guest service across front desk, concierge and potentially reservations, handling inquiries and requests promptly and professionally
• Support housekeeping, maintenance and food and beverage to coordinate seamless guest experiences
• Resolve guest concerns with empathy and efficiency, taking ownership and implementing solutions
• Manage check-ins, check-outs and room assignments while keeping accurate records
• Assist with check-in, giving guests information on hotel amenities, local attractions and services in Surfers Paradise
• Coordinate special requests and arrangements
• Respond to guest feedback and share improvement ideas with management
• Maintain a professional appearance and represent the hotel's commitment to excellence

Required profile

• Experience in a similar role in a 200+ room hotel
• Communication and interpersonal skills, with strong problem-solving and a customer-focused mindset
• Organizational and time-management skills, able to multitask and work accurately in record-keeping
• Team player with a positive attitude and reliability
• Availability for flexible schedules, including weekends and holidays
• Australian work rights

Required skills

• Hospitality certifications or training (preferred but not required)
• Previous experience with Opera Cloud is desirable

What we offer

• Uniforms and a laundry allowance
• Social events, Accor discounts on accommodation worldwide, discounted meals and beverages and discounted onsite parking
• Opportunities to develop your skills and career