Assistant Guest Experience Manager (Fixed Term Contract)

As the Assistant Guest Experience Manager (Fixed Term Contract), you will support the Front Office Team and Hotel Operations in the day-to-day management. You will play a key leadership role in ensuring the highest standards of guest satisfaction, operational excellence, and team engagement are consistently achieved. You will act as a point of contact for guests and associates, confidently resolving issues, coordinating departments, and ensuring the smooth operation of the hotel during your shift. Key Responsibilities Support the daily operation of the hotel, ensuring seamless service. Lead by example to deliver exceptional luxury guest experiences. Handle guest feedback, requests, and complaints with professionalism and empathy, ensuring timely resolution. Supervise and support Front Office and operational teams during shifts. Conduct hotel walk-throughs to ensure presentation, cleanliness, safety, and service standards are maintained. Assist with VIP arrivals, special events, and guest recognition programs. Ensure compliance with hotel policies, brand standards, health and safety regulations, and security procedures. Prepare operational reports, handovers, and incident documentation as required. Foster a positive team culture through coaching, mentoring, and supporting team members. Assist with emergency procedures and act as a key decision-maker in the absence of senior management. Proven leadership experience within luxury hospitality 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 Cloud 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 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