Guest Experience Agent

About the role

Join Sofitel Gold Coast Broadbeach as a Guest Experience Agent and be the first friendly face that welcomes our guests. You will deliver seamless check‑in and check‑out experiences while promoting the Sofitel brand and Accor Live Limitless loyalty program.

Key responsibilities

• Welcome and greet guests warmly, creating a positive first impression.
• Perform accurate check‑in and check‑out using Opera Cloud & ACDC.
• Provide information on hotel facilities, amenities, and local attractions.
• Maintain guest account records, process cash and card transactions securely.
• Handle incoming calls professionally, documenting messages, reservations, and special requests.
• Liaise with Reservations, Concierge, Housekeeping, and F&B teams to ensure seamless service.
• Promote the ALL – Accor Live Limitless loyalty program and upsell hotel services.
• Uphold security protocols and SOPs to protect guest confidentiality.

Required profile

• A genuine passion for luxury hospitality and creating exceptional guest experiences.
• Elegant, professional presence with high emotional intelligence.
• Strong communication and interpersonal skills, both face‑to‑face and over the phone.
• Ability to manage multiple tasks efficiently in a fast‑paced environment.
• Openness to feedback, continuous improvement, and brand development.
• Flexibility to work rotating shifts, including weekends and public holidays.

Required skills

• Experience with Opera Cloud or a similar property management system.

What we offer

• Complimentary chef‑prepared meal on every shift.
• Laundered uniforms and a complimentary Sofitel night’s stay each year.
• Global Accor discounts, additional paid day off for birthday month, and discounted onsite parking.
• Convenient location within walking distance of Broadbeach dining, shopping, and beach.
• Leadership investment in development, coaching, and long‑term career growth.