Guest Experience Agent

About the role

Sofitel Brisbane Central, a luxury hotel in the heart of Brisbane with 416 rooms and suites, is looking for a Guest Experience Agent. The agent answers calls from arriving and in-house guests, provides a superior guest experience and follows Sofitel brand standards in every interaction.

Key responsibilities

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

Required profile

• Previous experience in a call centre, reservations or reception.
• Strong verbal and written communication skills.
• Enthusiastic approach, excellent attention to detail and superior customer service skills.
• Available to work on a seven-day rotating roster.

Required skills

• Proficiency with required systems such as SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You and the PABX.

What we offer

• Discounts at Accor hotels worldwide for ambassadors, their families and friends.
• Complimentary hotel stay package to celebrate a work anniversary.
• Secure parking in central Brisbane for $10 per day.
• Direct access to Central train station.
• Complimentary food in the ambassador dining room.
• Laundered uniforms.