Guest Service Agent - One Touch

Company Description

Sofitel Melbourne On Collins, the ultimate luxury hotel escape in the heart of Melbourne city centre. Combining French elegance and modern luxury, curating dining experiences where our passionate chefs and mixologists delight our guest in a lively culinary experience whilst overlooking the city skyline. As a Hotel for the Arts, Sofitel Melbourne on Collins proudly champions culture and tradition with rotating art exhibitions and is immersed in the city’s thriving arts and entertainment scene.

PROPERTY DETAILS

• 5-star luxury in the heart of the Melbourne's shopping, theatre and business precincts
• 363 rooms with breathtaking views over Melbourne
• Exclusive Club Lounge that offers club guests that elevated French joie-de-vivre experience
• Sophisticated modern dining with vibrant contemporary French flair at No35 restaurant
• Unique signature cocktails & refined exclusive ambience at Atrium Bar on 35

Job Description

A Guest Service Agent - One Touch is there to assist our guests with all of their enquiries. You will get to know everything about the hotel, which makes it the perfect place to start if you are looking for a career in the hotel industry.

Working as part of the busy communication hub, you will be responsible for coordinating the flow of phone calls, mail and communication throughout the hotel. The successful candidate will have exceptional communication skills and a smile that can be heard through the phone. You will have a genuine desire to help people and will do it with a smile. Your role is ‘hands-on’, working as part of a team of hospitality professionals, providing service from the heart and helping to make our guests feel welcomed and valued.

Your key responsibilities include:

• Responding to all incoming calls (both internal and external) and dispatching as required
• Providing outstanding guest service over the phone and via email and mail
• Promoting the hotel’s services and products
• Taking restaurant and special event reservations
• Completing wake-up calls
• Communicating with a diverse range of people in a professional manner
• Ensuring all in house entertainment is played/screened according to schedule
• Maintaining guest histories and profiles

Qualifications

To be successful in in the role of a Guest Service Agent, your skills and attributes include:

• Exceptional communication skills both written and verbal
• The ability to remain calm in high pressure situations
• Demonstrated versatility in responding to guest requests
• Minimum 6 months’ experience in a luxury hotel environment

Additional Information

Benefits and Perks:

Sofitel Melbourne On Collins provides ambassadors career development opportunities within the hotel and wider Accor Group. We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

We live by our Heartist principles, that is, the heart and art of human connection. Understanding people is our business and putting people at the heart of our organisation is how we make decisions. We want every ambassador to feel valued, inspired and to strive for greatness every day.

We offer our Heartists:

• Build a career with the largest hotel group in the Pacific
• Central accessible location in Melbourne's CBD
• Laundered uniforms
• Complimentary hotel stay package for your work anniversary
• Worldwide employee and family and friends benefits at Accor Hotels