Front Office Agent | The Star Grand

The Star Entertainment Group; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Complimentary meals

Uniform provided

Five weeks annual leave

Discounted parking

Restaurant & hotel discounts

Lifestyle discounts

Career growth opportunities

Job summary

The Star Sydney is seeking a Front Office Agent to support our busy hotel at Pyrmont/Darling Harbour. You will handle check-ins, check-outs, guest bookings, and payments with precision while delivering warm, professional service to every guest.

Reporting to the Front Office Manager, you will contribute to memorable guest experiences and collaborate with hotel teams to uphold our service standards. This role offers strong growth opportunities within a premier entertainment complex.

Qualifications

• Extensive guest service experience in Front Office/Guest Services.
• Excellent written and verbal communication skills.
• Ability to speak a second language is highly regarded.
• Solid knowledge of the local area and surroundings.
• Excellent grooming and professional presentation.

Responsibilities

• Provide exceptional guest service during check-in and check-out and throughout the stay.
• Respond to reservation requests via phone or email promptly.
• Maintain confidentiality and adhere to company policies and procedures.
• Take responsibility for tasks such as securing payments and issuing room keys.
• Manage credit and cash transactions and update guest accounts appropriately.

Skills

Guest service

Communication skills

Second language

Local area knowledge

Grooming & presentation

Tools

Opera

Job description

For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour. Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub. The Darling, and state-of-the-art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts. With extraordinary dining options, including Sokyo, BLACK Bar and Grill, Cucina Porto and our vibrant Sports Bar where the action is live and loud, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.

As a Front Office Agent, reporting to the Front Office Manager, you'll be at the heart of our operations, ensuring efficient check-ins and check-outs, assisting with guest bookings, and handling payments with precision. Your knack for diplomacy will shine as you tackle customer service queries, leaving each guest with a smile.

This is a fantastic opportunity where you will build memorable connections with both our guests and hotel teams.

A few of your responsibilities

• Provide exceptional customer service by responding to guest request promptly, efficiently and courteously during check in, check out and throughout their stay.
• Answer all correspondence and enquiries regarding reservation requests either via the phone or email in a timely manner
• Maintain a high level of professionalism and ensuring procedures are followed in relation to guest confidentiality and company policies
• Take personal responsibility and initiative for any tasks as required such as securing payments and issue room keys to assure guest satisfaction
• Maintain procedures in relation to credit and cash transactions and relevant charges to guest accounts.

What are we looking for

• Extensive guest service experience in Front Office/Guest Services
• Excellent communication skills both written and verbal with sound knowledge of hotel check-in systems (Opera highly regarded)
• Ability to speak a second language (highly regarded but not essential)
• Sound knowledge of the local area and surrounds
• Excellent grooming and presentation

About you

As a seasoned expert in customer service, you understand the essence of delivering world-class service. With exceptional communication skills and a positive attitude, you’re poised to excel in this role.

Your role will be pivotal in shaping the success of our Hotels at The Star. Join us in making a difference.

What can we offer you:

• Complimentary meal on site every day including hot meals, sandwich bar and more
• Uniform laundered and ready for you daily on property
• Five weeks of paid Annual Leave for team members who meet the definition of shift worker
• Discounted parking + other transport options
• Up to 30% discounts across award winning restaurants and accommodation
• Lifestyle discounts including gym memberships, retail discounts and dry-cleaning services
• Endless career growth and opportunities to learn and develop your career

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities. We believe in authenticity that embodies our Company values = Build Memorable Connections, Own It, Lead with Integrity, and Take Good Care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs.

The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It's your time to SHINE!