Guest Experience Representative

YHA Australia; Sydney; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Free stays across our network

Team Adventures

Discounts across YHA network

Growth: Professional development

Cultural Flexibility

Wellbeing Support

Referral Program

Job summary

YHA Australia is seeking a full-time Guest Experience Representative for the Central Reservations team at YHA Sydney Central, Haymarket NSW. You will connect travellers with our nationwide hostel network, handling inquiries and reservations from first contact to the guest experience.

Fielding inquiries via phone, email, live chat, and other channels, you will promote YHA products, process bookings accurately, and escalate issues as needed to ensure a memorable, five-star YHA experience.

Qualifications

• 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.

Responsibilities

• 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!)

Skills

Communication skills

Booking/travel industry experience

Job description

Guest Experience Representative (Full-Time)

Central Reservations

11 Rawson Pl, Haymarket NSW 2000, Australia

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:

Our Values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.

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

Screening Questions

• Do you have the right to work in Australia without restrictions?