Guest Service Agent

Shangri-La Hotels; Sydney; On-site; AUD 58,000 - 60,000; Full time

Benefits offered by this job

Prestigious luxury hotel

Career growth opportunities

Dynamic team environment

Job summary

Shangri-La Sydney is seeking a passionate Guest Service Agent to be the face and voice of our hotel. You will welcome guests, assist with check-in/check-out, and deliver exceptional service by phone and in person.

Ideal candidates bring hotel experience, strong Opera PMS knowledge, and the ability to multitask with a calm, professional demeanor on a rotating roster including overnights. This is a full-time position in Sydney’s Rocks district.

Qualifications

• Experience in a hotel environment is preferred.
• Strong knowledge of Opera PMS or ability to learn quickly.
• Excellent communication and multitasking abilities.
• Calm, professional demeanor under pressure.

Responsibilities

• Warmly welcome guests and manage check-in/check-out efficiently.
• Handle incoming calls with professionalism and prompt responses.
• Anticipate guest needs and deliver personalised touches.
• Collaborate with hotel colleagues to ensure seamless service.
• Maintain accurate guest profiles in Opera PMS.
• Address requests and resolve issues with initiative and care.
• Maintain composure during busy shifts.

Skills

Opera PMS

Multitasking

Communication

Working under pressure

Flexibility

Full-time availability

Job description

Shangri-La Sydney is one of the city’s leading luxury hotels, ideally located in the historic Rocks district, nestled between the iconic Sydney Opera House and Harbour Bridge. With 565 spacious rooms and suites, four vibrant dining venues, and 18 exceptional function spaces, we are committed to delivering memorable experiences for every guest.

We are currently seeking a passionate and polished Guest Service Agent to represent Shangri-La as the face and voice of our hotel. In this role, you will play a key part in the guest journey, from providing a warm welcome at check-in, to delivering exceptional service over the phone, and consistently going above and beyond to create a truly memorable stay.

What you’ll be doing:

• Creating a memorable first impression by warmly welcoming guests and ensuring a smooth check-in/check-out experience.

• Managing incoming calls with professionalism and cheer, ensuring every request is handled promptly and accurately.

• Anticipating guest needs (from special occasions to dietary preferences) and delivering thoughtful, personalised touches.

• Liaising with colleagues across the hotel to guarantee seamless service at every step.

• Maintaining accurate guest profiles and ensuring every detail is up-to-date in Opera PMS.

• Handling requests and resolving issues with initiative, care, and a genuine desire to delight.

• Staying confident and calm under pressure—even during busy shifts or unexpected situations.

What we’re looking for:

• Previous experience in a similar role within a hotel environment.

• Strong knowledge of Opera PMS (or quick to learn!).

• A natural multitasker with excellent communication skills.

• Someone who thrives under pressure and keeps a cool, professional approach.

• Flexibility to work on a rotating roster—including overnights.

• Full-time availability.

What’s in it for you:

• An hourly wage in line with the HIGA Award 2020 (Front Office Grade 3 classification $29.45 per hour).

• The opportunity to work in one of Sydney’s most prestigious luxury hotels.

• A supportive, dynamic team environment where no two days are the same.

• Career growth and development opportunities with an internationally renowned brand.