Guest Experience Executive

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.

Key Responsibilities
As our full time Guest Experience Executive, you'll join a passionate Front Office team where you'll primarily:

• Deliver a warm, personalised arrival and departure experience, with a strong focus on VIP, loyalty, long-stay 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.

• Coordinate pre-arrival communication, special requests and Guest of the Day recognition, ensuring guest profiles are accurate and up to date.

• Maintain daily awareness of VIP and loyalty movements, working closely with all departments to ensure seamless recognition and service delivery.

• Handle guest enquiries, feedback and complaints professionally, supporting service recovery and guest satisfaction.

• Liaise closely with operational teams to communicate guest movements, requests and activities across the hotel.

• Provide concierge-style assistance including luggage support, transport, dining reservations and local recommendations.

• Support quality initiatives, guest satisfaction reviews and service performance outcomes.

• Represent Accor as a brand ambassador through professional presentation and promotion of hotel facilities and services.

To set you up for success in this role, you will ideally possess:

• Experience in a hotel or luxury service environment preferred

• Strong computer skills including Microsoft Office applications, with confidence using systems to manage guest profiles and communications. Our Property Management System (PMS) is Opera - very advantageous if you have used this before.

• 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.

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.