Guest Experience Representative

YHA Australia; Sydney; On-site; AUD 30,000 - 39,000; Full time

Benefits offered by this job

Free stays across YHA network

Team adventures and training

Discounts across stores and YHA

Job summary

YHA Australia is seeking a Guest Experience Representative for the Central Reservations Team in Sydney. You will be the vital link between travellers and our national hostel network, guiding guests from initial enquiry to a seamless booking experience.

The role emphasizes friendly, proactive service with a focus on five-star guest experiences and balancing work‑life in a Monday–Friday schedule.

Qualifications

• Out-of-this-world communication skills, both written and verbal.
• Experience as a booking agent, travel agent or similar would be ideal.
• Ability to learn quickly and solve problems creatively.
• Positive, proactive person with creativity and a sense of fun.
• Person who embodies our values.

Responsibilities

• Field guest enquiries via telephone, email, live chat, and other systems.
• Recommend and sell a range of YHA products and services.
• Accurately process reservations and transactions in YHA systems.
• Escalate queries to management or sites as appropriate.
• Ensure guests across the country have a memorable YHA experience.
• Maintain Monday–Friday hours to support work-life balance.

Skills

Communication

Booking experience

Problem solving

Creative thinking

Positive attitude

Job description

Who we are
At YHA Australia, we provide affordable, quality accommodation with purpose. We're a B Corp certified social enterprise and we are committed to creating a more open and welcoming world where connections thrive and experiences matter. We believe travel should do more than move you from place to place, it should move you to think differently, live boldly, and protect the world you're exploring.

Our network spans 19 uniquely characterful properties across Australia, from the rooftop views of YHA Sydney Harbour to historic cells at Fremantle Prison to eco-retreats nestled in National Parks.

Next year we’re opening a brand new property; MODE by YHA!

MODE by YHA is designed as a flexible stay-work-play environment. It combines hotel-style comfort with co-living and co-working features, aiming to support social connection, creativity, and productivity. It brings together 137 private ensuite rooms, co-working spaces, a bar and restaurant, an on-site microbrewery and a 10-metre climbing wall, all under one roof.

It's a big moment for YHA, and as our Guest Experience Representative, you'll get to be part of it.

The role

We're looking for a bookings specialist to join our Central Reservations Team at YHA Sydney Central (conveniently located near Central Station, multiple bus routes, and the Light Rail Haymarket stop).

As our full time Guest Experience Representative, you'll be the vital link between travellers and our nationwide property network, offering a seamless experience from first enquiry through to ensuring our guests get the best experience YHA has to offer.

What you'll do

• Fielding guest enquiries for YHA's network of hostels via telephone, email, live chat, and other communications systems
• Recommending and selling a range of YHA products and services
• Accurately processing reservations and transactions in YHA systems
• Escalating queries to management or individual sites as appropriate
• Working to ensure YHA guests from across the country have a memorable, five-star YHA experience.
• Enjoy work-life balance with Monday-Friday hours (a rare find in hospitality!)

What we're looking for

• Out-of-this world communication skills, both written and verbal
• Experience as a booking agent, travel agent or similar would be ideal
• The ability to learn quickly, creatively solve problems, and think on their feet
• A positive, proactive person with creativity, great ideas, and a sense of fun!
• A person who embodies our values (see below!)

Our Values:

• Collaborate, listen and connect
• Care for people and planet

What's in it for you

• Travel Perks:Free stays across our network - because we love travel as much as our members do!
• Team Adventures:Opportunities to visit other locations for team building and training
• Discounts:Access to benefits at various stores and across the YHA network
• Growth:Professional development and career opportunities throughout YHA
• Cultural Flexibility:Swap standard public holidays for ones that have personal meaning
• Wellbeing Support:For you and your immediate family through our Employee Assistance Program
• Referral Program:Know someone great? We reward successful candidate referrals

Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .