Guest Experience Manager - Club Sofitel (Parental Leave Position)

Responsibilities

• Lead and inspire the Club Sofitel Lounge team to deliver exceptional service standards and personalised guest experiences
• Oversee all aspects of lounge operations, ensuring the highest levels of presentation, service excellence, and guest satisfaction
• Drive premium Food & Beverage offerings tailored to our loyal and distinguished guests
• Establish operational standards, performance expectations, and service metrics to ensure continuous excellence
• Foster a positive, collaborative, and high-performing team culture
• Monitor and drive departmental profitability while maintaining uncompromising quality standards
• Develop, implement, and uphold strategies, policies, and standard operating procedures to optimise operational efficiency
• Effectively manage guest feedback and conflict resolution to ensure outstanding service outcomes
• Proven leadership experience within luxury hospitality, preferably across both Rooms Division and Food & Beverage operations
• Strong guest engagement and relationship-building skills with a passion for delivering exceptional service
• Commercially minded with the ability to drive performance and profitability
• Excellent organisational, communication, and problem-solving capabilities
• A hands-on leader who leads by example and thrives in a fast-paced luxury environment
• Opera knowledge
• Willingness to work weekends and public holidays as part of the job role
• Have a valid Responsible Service of Alcohol certificate
• 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

Benefits

Additional Information

An exceptional opportunity is available for a passionate and experienced hospitality professional to lead the operations and guest experience of our prestigious Club Sofitel Lounge on a parental leave contract. This role is ideally suited to a service-driven leader who thrives in a luxury environment and is committed to delivering memorable, personalised experiences for our most valued guests. As the Guest Service Manager - Club Sofitel, you will oversee the daily operations of the lounge, leading a high-performing team to deliver premium food and beverage experiences while maintaining the highest standards of luxury hospitality. Combining expertise across Rooms Division and Food & Beverage, you will play a pivotal role in creating a seamless and elevated guest journey.

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