Guest Experience Executive

Swissôtel Sydney is a luxury five-star hotel located in the heart of Sydney's business, retail and entertainment district.

The hotel boasts 369 beautifully appointed guest rooms and suites offering contemporary living for the modern business or leisure traveller. Facilities include the award-winning spa centre Spa & Sport, a fully equipped fitness centre, an outdoor swimming pool, a restaurant and lobby bar as well as eight state-of-the-art meeting rooms including a heritage-listed ballroom seating up to 400 people.

Swissôtel Sydney is seeking for a Front Office superstar for our next Guest Experience Executive. As Guest Experience Executive, you will be champion of our ALL (Accor Live Limitless) members and VIP guests.

Purpose of the role

• To ensure all guests Feel Welcome to the hotel by being the point of contact during and post their stay.  This exceptional service ensures that their hotel experience equates with that expected from a five-star hotel.

• Assist in ensuring specific preparations are made for ALL loyalty members, VIPs and return guests

• Be highly knowledgeable on ALL loyalty program

• Participate in front office duties such as attending to calls in Swiss Service Centre, check-in, and check-out of guests

• Address and resolve guest feedback and complaints at the highest standard

• Influence positive guest experience across all aspects of the Guest Journey

What you will be doing

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.

• Liaise with Leadership Team to co-ordinate the welcome/farewell of guests to/from the hotel, including Owners, VIPs, return and long stay guests.

• Ensure all guests who are members are appropriately recognised, meeting all Accor standards.

• Co-ordinate VIP lists guest welcome cards, apology cards and special occasion cards for anniversaries, birthdays, honeymoons, etc. for GM to sign

• Conduct pre-arrival calls for ALL loyalty members as per standard, ensuring setting of required traces and room allocation according to inventory availability and member preferences

• Coordinate with Housekeeping and In Room Dining to inspect rooms allocated for VIP’s and other guests as required to ensure that all amenities and cards have been delivered and that the room is properly presented

• Respond to and resolve guest complaints, escalating as necessary and ensuring appropriate profile notes are made

About You

• Previous experience in Front Office or Guest Relations as Team Leader or Supervisor

• At least 3 years of experience in Front Office in 4 to 5 star hotel and resort

• Ability to handle complex matters and complaint to the highest standard

• Ability to work full time with rotating rosters and shifts including evening, weekend and public holidays.

• Hospitality Industry (General) Award Level 4 - base rate $28.12 + applicable loadings

• Accor benefits including wide range of accommodation and dining discounts.

• Amazing career growth and opportunity within Accor.

• Central CBD location

With over 380 hotels in Australia and 4,000 across the globe, we provide endless career development opportunities, a rewarding work environment as well as discounted hotel accommodation worldwide.

If this sounds like the role for you, apply today! We’d love to hear from you.