Guest Experience Team Leader I Novotel Surfers Paradise

JOB DESCRIPTION

Novotel Surfers Paradise is conveniently located in the heart of Surfers Paradise and our beautiful iconic beaches. The hotel features 408 rooms, along with a variety of dining options including: Restaurant, in-room dining, pool bar and Blvd Café and Bar. We offer a relaxed and family friendly atmosphere, providing genuine hospitality for our guests. For our guests wanting to unwind we offer a heated outdoor swimming pool & spa, tennis courts and gym. For our conferencing & events guests we have 6 modern function rooms available, accommodating up to 500 delegates.

As Guest Experience Team Leader, you will report to the Guest Welcome Manager and will lead by example, providing operational support and inspiring the Front Office Team to deliver a warm and personalised hospitality to each and every guest, upholding our Novotel and Accor brand standards.

Here’s a snapshot of your day as our next Guest Experience Team Leader reporting directly to the Guest Welcome Manager, you will:

Assist the Front Office Leadership team in the smoothly and efficient Front Office operations of the Hotel

Working alongside the team. Proactively handling guest complaints and requests professionally and efficiently

Train and direct the team to provide exceptional guest service at all times

Always uphold a positive, can-do energy pertaining to guest and workplace challenges

Provide a structured and consistent onboarding and training experience for Front Office team members

Ensure the Front Office team provides prompt and efficient service whilst also maximising occupancy levels and up-selling the properties facilities and rooms.

What we are looking for:

A person who is looking to take that next step towards a leadership position

Previous experience using OPERA, checking in and out guests in a 200+ Hotel

A driven problem solver with a creative approach to delivering the ultimate guest experience

The ability to multi-task, work well under pressure, and think on your feet to resolve issues & guest complaints is essential

Proven strong Microsoft office skills and clear communication

Committed to driving Loyalty (ALL Livelimitless) and memorable guest experiences

A positive, enthusiastic attitude and the ability to work a flexible rotating 7-day roster including week-ends and public holidays.

A flexible and adaptable approach to be able to respond to a variety of different work situations

The Rewards
As the global market leader, AccorHotels offers a worldwide network of hospitality and tourism services, with a diverse portfolio of renowned brands. Just a few of the perks include:

Ongoing career and professional development opportunities with an international hotel group

Uniform and laundry allowance

An inclusive and rewarding work environment

Global discounts in our Hotel’s & Food and Beverage all over the world

Please note: Full working rights for Australia required (Australian Permanent Residency or Citizenship) we are unable to sponsor for this position

Aboriginal & Torres Strait Islander