Guest Service Agent

Shangri-La Group; The Rocks; On-site; AUD 40,000 - 48,000; Full time

Job summary

Shangri-La Sydney is seeking a passionate Guest Service Agent to be the face and voice of the hotel. You will welcome guests at check-in, manage calls, and ensure memorable stays with personalised touches.

Ideal candidates have hotel experience, strong Opera PMS knowledge, and excellent communication. This on-site role includes overnight shifts and a dynamic team environment at a premier luxury property in The Rocks.

Qualifications

• Experience in a hotel or hospitality role.
• Knowledge of Opera PMS or ability to learn quickly.
• Strong communication and multitasking abilities.

Responsibilities

• Welcome guests and ensure a smooth check-in/check-out experience.
• Handle calls professionally and cheerfully.
• Anticipate guest needs and deliver personalised touches.
• Liaise with hotel colleagues to ensure seamless service.
• Maintain accurate guest profiles in Opera PMS.
• Respond to requests and resolve issues with care and initiative.
• Stay calm and professional under pressure during busy shifts.

Skills

Customer service

Communication

Multitasking

Calm under pressure

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 rotating roster - including overnights.

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.

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!