Customer Service Team Leader/Assistant Rooms Controller

Company Description

Discover Sofitel Sydney Wentworth – Where Heritage Meets Modern Luxury

Following an extraordinary transformation, Sofitel Sydney Wentworth has entered a new era of luxury. As Sydney's first international five-star hotel, we blend heritage, elegance and contemporary sophistication to create exceptional experiences for guests from around the world.

As the first and last point of contact for our guests, our Front Office team plays a pivotal role in shaping every stay. From delivering warm welcomes and seamless arrivals to providing personalised service throughout the guest journey, our team creates meaningful moments that reflect the Sofitel spirit.

We are looking for a passionate and service-focused Assistant Rooms Controller | One Touch Team Leader to join our team. In this dynamic role, you'll deliver exceptional guest experiences across all aspects of Front Office operations, ensuring every interaction reflects Sofitel's luxury standards while creating memorable stays and supporting the smooth day-to-day operation of the hotel.

Job Description

• Deliver exceptional service from pre-arrival to post-stay, responding to guest requests promptly, courteously, and professionally to ensure a seamless experience throughout
• Manage guest accounts accurately using Opera PMS, including billing, cashiering, and reservations, while maintaining strong attention to detail
• Act as the communication hub between guests and hotel departments, handling calls, messages, and wake-up requests efficiently and in line with brand standards
• Support daily front desk operations including VIP arrivals, group check-ins, courtesy calls, and shift handovers, ensuring all procedures are followed
• Promote hotel services and amenities through confident upselling and sound product knowledge to enhance the guest experience and drive revenue
• Contribute to guest satisfaction goals, including TrustYou initiatives, and assist with ad hoc tasks as directed by the Front Desk leadership team

Qualifications

• Previous Front Office or Guest Services experience in hospitality preferred (not essential), with knowledge of hotel operations and procedures.
• Proficiency in Opera PMS (or similar) and familiarity with restaurant reservation systems such as ResDiary or SevenRooms.
• Excellent verbal and written communication skills, with strong attention to detail in guest services, billing, and administration.
• Proven ability to multitask, remain calm under pressure, handle guest enquiries/complaints, and identify upselling opportunities.
• Flexible to work rotating shifts, including weekends, evenings, and public holidays.

Additional Information

Why Join Sofitel Sydney Wentworth?

We value our people and offer:

• Global discounts on accommodation, dining, bars and more across 100+ Accor hotels and partner venues worldwide
• Generous leave entitlements, including birthday leave and up to 12 weeks parental leave
• 30% team member dining discount across our signature venues: Tilda, Bar Tilda, Delta Rue and Wentworth Bar
• Career development opportunities within a globally recognised luxury hospitality brand
• Ongoing learning and development, working alongside industry leaders
• A complimentary hotel stay package to celebrate your work anniversary
• Free 24/7 access to our Employee Assistance Program for confidential wellbeing support

Our commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Please note that full working rights in Australia are required for this role.