Guest Experience Executive

Job description

Company Description

Embark on a journey of luxury and excellence with Sydney’s iconic first international 5-star hotel! Sofitel Sydney Wentworth offers an unforgettable luxury escape, where guests discover the perfect blend of the French Zest and Sofitel luxury. 

Following the successful relaunch and transformation of Sydney’s iconic landmark, we are setting a new benchmark for excellence.

Discover the perfect blend of classic European style and Sofitel Luxury, with 436 beautifully appointed rooms and suites, modern meeting and event spaces, contemporary cuisine with a French twist, and our executive Club lounge - Club Millésime.

Why  Sofitel Sydney Wentworth ?

·  Prime location in the heart of Sydney’s CBD, with easy access to all public transport options.
·  Opportunity to work within a 5-star luxury property.
·  Complimentary Dry Cleaning for your convenience
·  Discounted parking on site
·  $5 lunch buffet 
·  Enjoy exclusive worldwide benefits on parking, accommodation, dining, and lifestyle services.

Job Description

Key Responsibilities

· 
Create a warm, personalised and memorable arrival and departure experience for all guests, with a strong focus on VIP, loyalty, long-stay, high-value and special-occasion guests.

· 
Act as the primary lobby host, managing guest flow, directing guests appropriately, maintaining lobby presentation, and ensuring a safe, calm and professional environment at all times.

· 
Proactively contact guests prior to arrival to coordinate special requests, champion the Guest of the Day program, and ensure guest profiles are accurately updated to support personalised service delivery.

· 
Maintain daily awareness of VIP and loyalty movements, coordinating with all relevant departments to ensure smooth transitions, recognition and fulfilment of guest preferences.

· 
Respond to guest enquiries, feedback and complaints in a timely and professional manner, supporting service recovery and enhancing guest satisfaction.

· 
Liaise closely with operational and support departments to communicate guest movements, requests and activities, ensuring a seamless end-to-end guest journey.

· 
Assist guests with luggage, transportation, dining reservations and local recommendations, delivering knowledgeable and confident concierge-style service.

· 
Support quality assurance initiatives, participate in guest satisfaction meetings, and contribute to driving RPS and service performance outcomes.

· 
Act as a professional Accor brand ambassador, promoting hotel facilities and services, maintaining immaculate personal presentation, and representing the hotel with key partners and stakeholders.

Qualifications

· 
Experience in a hotel or luxury service environment preferred

· 
Strong working knowledge of Opera PMS and Microsoft Office applications, with confidence using systems to manage guest profiles and communications.

· 
Confident communicator with strong interpersonal, relationship-building and stakeholder engagement skills.

· 
Commercially minded with an entrepreneurial spirit, high energy and a strong passion for hotel operations and emerging industry trends.

Additional Information

Benefits, Rewards, Motivations   

·  Industry benefits from including exclusive  discounts on accommodation, dining, bars and more in over 100 countries  with Accor Hotels and our partners.
·  Progressive leave policies  including birthday leave, exam leave and 12 weeks parental leave.
·  Onsite perks  including complimentary dry cleaning, $5 lunch buffet & discounted city parking.
·  Most importantly -  work with and learn from industry experts  with opportunities for development.

If you share our passion for hospitality, service excellence, innovation and drive, we would love to hear from you!

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 working rights in Australia are required for this role.