Guest Experience Agent

About the role

The Guest Experience Agent at Sofitel Brisbane Central is the first point of contact for arriving and in‑house guests. You will answer calls promptly, provide accurate information, and create memorable moments that reflect the Sofitel brand standards.

Key responsibilities

• Answer guest calls within three rings using the Sofitel greeting.
• Assist guests with inquiries, direct them to the appropriate department, and promote upsell opportunities.
• Document guest messages and internal communications accurately.
• Perform general day‑to‑day duties of the communications team.

Required profile

• Previous experience in a call centre, reservations, or reception role.
• Strong verbal and written communication skills.
• Enthusiastic, detail‑oriented, and able to work a rotating seven‑day roster.

Required skills

• Proficiency with SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You, and PABX systems.
• Ability to follow brand guidelines and deliver superior customer service.

What we offer

• Discounts for ambassadors and their families at Accor hotels worldwide.
• Complimentary hotel stay package on work anniversaries.
• Secure parking in Brisbane city centre for $10 per day.
• Direct access to Central train station and complimentary meals in the ambassador dining room.
• Laundered uniforms and a range of wellbeing initiatives.