Guest Service Agent

Shangri-La-Hotels; The Rocks; On-site; AUD 30,000 - 41,000; Full time

Job summary

Shangri-La Sydney is seeking a passionate Guest Service Agent to represent the hotel as the face and voice of the guest experience. You will welcome guests at check-in, handle calls with professionalism, and deliver exceptional service to ensure a memorable stay.

You will work in a luxury setting, coordinating with team members to anticipate needs, personalise touches, and maintain flawless guest profiles in Opera PMS.

Qualifications

• Experience in a hotel environment.
• Familiarity with Opera PMS or quick to learn.

Responsibilities

• Create a warm welcome at check-in and ensure smooth check-out.
• Manage guest requests and inquiries over the phone with professionalism.
• Anticipate guest needs and deliver thoughtful, personalised touches.
• Coordinate with hotel colleagues to guarantee seamless service at every step.
• Maintain accurate guest profiles and keep Opera PMS updated.
• Handle issues with initiative and genuine guest care.

Skills

Guest service excellence

Excellent communication

Ability to multitask

Calm under pressure

Team collaboration

Tools

Opera PMS

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, with appointment at Front Office Grade 2 or Front Office Grade 3 based on relevant skills and experience.

• 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.

If you’re passionate about creating memorable guest experiences and want to grow your career in luxury hospitality, we'd love to hear from you!