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Fairmont Grand Del Mar Logo Fairmont Grand Del Mar · Hospitality and Tourism

Guest Experience Executive

Australia, Sydney · Job Posted March 20, 2026
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Job Description

We are seeking a polished, people-loving Guest Experience Executive to join our Front Office team. This role is perfect for someone who enjoys being the welcoming face of our iconic luxury hotel and takes pride in delivering personalised, memorable experiences from the very first hello — or as we say, bonjour.

Job Responsibility

  • Deliver warm, personalised arrival and departure experiences, with a focus on VIP, loyalty, long-stay and special-occasion guests
  • Act as the primary lobby host, managing guest flow, lobby presentation and ensuring a welcoming and professional environment
  • Coordinate pre-arrival communication, special requests and Guest of the Day recognition, maintaining accurate guest profiles
  • Maintain awareness of VIP and loyalty guest movements, working closely with departments to ensure seamless recognition and service
  • Handle guest enquiries, feedback and concerns professionally, supporting service recovery and guest satisfaction
  • Liaise with operational teams to communicate guest requests, preferences and movements
  • Provide concierge-style assistance including luggage support, transport arrangements, dining reservations and local recommendations
  • Support guest experience initiatives, quality standards and service performance outcomes
  • Represent Sofitel and Accor as a brand ambassador through professional presentation and promotion of hotel facilities and services

Requirements

  • A natural ability to connect with people and confidently engage with guests from diverse backgrounds
  • Experience in a customer-facing environment, with luxury hotel or premium service experience highly regarded
  • Comfort using computer systems to manage guest profiles and communications (experience with Opera PMS is highly advantageous)
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with guests, colleagues and key stakeholders
  • Strong attention to detail and the ability to anticipate guest needs to deliver memorable experiences
  • Initiative, professionalism and a genuine passion for luxury hospitality and guest experience

What we 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
  • Onsite perks including laundered uniforms, complimentary dry cleaning, $2 barista-made coffee, a $5 staff lunch buffet, and discounted city parking
  • A complimentary hotel stay package to celebrate your work anniversary
  • Free 24/7 access to our Employee Assistance Program for confidential wellbeing support
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