Guest Experience Specialist | Reservations & Booking

The Star Ent Group; Sydney; Hybrid; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Complimentary on-site meals

Discounted parking

Restaurant & accommodation discounts

Diversity & teamwork culture

Lifestyle discounts

Paid parental leave from Day 1

Job summary

The Star Sydney is seeking a Guest Experience Agent to manage guest reservations and enquiries across hotel, dining, spa and events. You will handle inbound and outbound communications, ensuring a smooth booking experience and contributing to reservation conversions and revenue.

You will work in a fast-paced environment with strong communication, active listening and problem-solving skills, while promoting the resort’s offerings and facilities.

Qualifications

• Experience with property management/reservations systems such as Opera or ResDiary.
• Strong computer, email, and telephone communication skills.
• Experience in a hotel reservations environment is highly regarded.

Responsibilities

• Demonstrate commitment to service excellence for guests and team members.
• Manage The Star Sydney general inbox.
• Achieve Reservations Services KPIs, including conversion, revenue, quality, and call handling.
• Participate in training to enhance product knowledge and sales skills.
• Direct reservation enquiries to the appropriate Reservations or Darling Spa teams.
• Manage inbound and outbound calls and emails across hotel, dining, spa, event, and entertainment bookings.
• Provide guests with accurate resort information and directions.
• Process work orders via Maximo and email systems.

Skills

Communication skills

Verbal communication

Reservations systems

Hotel reservations

Customer service

Active listening

High-volume inquiries

Tools

Opera

ResDiary

Microsoft Office

Job description

The Star Sydney is seeking a Guest Experience Agent to manage guest reservations and enquiries across hotel, dining, spa and events. You will handle inbound and outbound communications, ensuring a smooth booking experience and contributing to reservation conversions and revenue.

You will work in a fast-paced environment with strong communication, active listening and problem-solving skills, while promoting the resort’s offerings and facilities.