Guest Welcome & Loyalty Manager I Novotel Surfers Paradise

JOB DESCRIPTION

Novotel Surfers Paradise is conveniently situated near Surfers Paradise’s famous beaches. We have 408 rooms at the hotel, plus a number of dining options available, including the Restaurant, in-room dining, a pool bar, and the Blvd Café and Bar. We offer a family friendly and hospitable environment for all. We have a heated outdoor swimming pool, a spa, tennis court, basketball/netball court, and gym for our visitors who want to unwind. We offer six contemporary function rooms with a capacity for up to 500 attendees available for our conference and events visitors.

In your new role as Guest Experience & Loyalty Manager , you will report to our Guest Welcome Manager and Director of Rooms. You will lead guest experience and loyalty, while encouraging and supporting and inspiring the team to deliver warm and personalised hospitality to each and every guest, upholding and maintaining our Novotel and Accor brand standards.

Here’s a snapshot of your day: 

Meeting and greeting a broad range of guests and responding to guests requests in a hospitable and timely manner

Reviewing guest feedback daily; responding to feedback via Trust You and Accor corporate office working with our teams to pro-actively resolve guest issues or complaints

Leading the team to create surprise and delight moments for our guests

Checking and maintaining guest preferences and profiles in the PMS and ACDC so that our return guests enjoy a perfect stay with all of their individual and personalised requests looked after, or, alternatives arranged when this is not possible

Animating the Hotel lobby and reception area for Accor diversity dates and celebration events to enhance the overall warmth and welcome of these areas in anticipation of our guests arrivals.

Acting on guest feedback given verbally or through social media channels to make recommendations to improve our guests’ experiences

Welcoming and taking care of our Accor Live Limitless loyalty members, ensuring their benefits are delivered on every occasion

Liaise with Housekeeping to ensure all VIP and special needs requirements are fulfilled and inspect rooms to ensure all are ready to meet our guest’s expectations.

Driving the culture of Loyalty through facilitating regular Guest Journey Meetings, generating reports for management regarding guest sentiment and collaborate on action plans, guest service and new member recruitment

Collaborating with internal departments to deliver a seamless guest experience and ensuring every guest feels cared for, valued and respected

What we’re looking for:

Previous experience in similar role in a large 200+ Hotel environment in driving and supporting a Loyalty program.

An in-depth knowledge about the Gold Coast and our surrounds.

Excellent verbal and written communication skills and Microsoft office skills to communicate out to the Hotel team, guests and Accor corporate office

Immaculate personal presentation and high levels of professionalism and integrity 

Committed to driving Loyalty and memorable guest experiences

A sound working knowledge of a Hotel PMS, Opera preferred

Current QLD RSA

Previous experience using TrustYou and confidently responding to guest feedback

Ability to work full-time on a rotating roster that includes weekends and public holidays

Current Australian work rights, enabling you to work full-time hours

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

FOC: Car parking, uniform and staff meals

Birthday or Wellness leave

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