Guest Experience Agent

Provide efficient service for VIP guests through screening of Opera reports, responding to TrustYou customer reviews and writing welcome cards to accompany tailored amenities.Focusing on ALL members alongside group reservation VIPs and long stay guests and any other additional tasks which may be assignedIn charge of the administrative tasks regarding Accor ALL guests staying at Sofitel Sydney Darling Harbour, this includes; weekly screening of guests, writing welcome cards and coordinating the appropriate amenities with IRD.RPS – Monitor the Hotels Reputation Performance Score via TrustYou portal, addressing detractors and actions as well as responding to reviews with a focus on response rate being between 70 & 100%. This also includes delegating review responses to specific departments.Overseeing group reservation VIPs and long stay guests, including writing welcome cards and coordinating amenities.Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.Assisting with screening and tracking guests. Previewing arrival reports via Opera and A.C.D.C. and updating guest’s notes & preferences accordingly.Alerting Guest Experience Manager of any potential care guest’s you come across whilst carrying out daily/weekly screenings.Read the daily log book and memo folder.  Read the information boards for new information.Be versed in the VIP arrivals and special requests for the week.Ensure messages are accurate and passed on promptly.Carry out additional duties as requested by the Guest Experience Manager.Benefits, Rewards, MotivationsIndustry benefits worldwide on accommodation, dining and lifestyle services.Access to daily discounted coffee and Ambassador dinning menu. A unique training platform to enhance your skills and knowledge.