Guest Experience Specialist: Reservations & Service

The Star Gold Coast; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Complimentary meals on site

Discounted parking

Restaurant and accommodation discounts

Lifestyle discounts

Paid parental leave

Diversity and inclusion focus

Job summary

The Star Sydney is seeking a Guest Experience Agent to manage guest reservations and enquiries across hotel, dining, spa, and events, delivering seamless service in a fast-paced environment.

Reporting to the Hotel Operations Manager, you will drive reservations conversions, maximise revenue opportunities, and provide accurate information to guests while upholding our commitment to exceptional guest experiences.

Qualifications

• Experience with hotel reservations systems (Opera/ResDiary) and MS Office.
• Strong verbal and written communication; customer service focus.
• Background in guest experience or hospitality roles.

Responsibilities

• Manage The Star Sydney general inbox.
• Achieve Reservations Services KPIs (conversion, revenue, call handling).
• Handle inbound/outbound calls and emails across hotel, dining, spa, events.
• Provide guests with accurate resort information and directions.
• Process work orders via Maximo and email systems.

Skills

Customer service

Communication

Active listening

Problem-solving

De-escalation

Multi-channel handling

Tools

Opera

ResDiary

Maximo

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, delivering seamless service in a fast-paced environment.

Reporting to the Hotel Operations Manager, you will drive reservations conversions, maximise revenue opportunities, and provide accurate information to guests while upholding our commitment to exceptional guest experiences.