Luxury Guest Services & Reservations Agent

Careers - Langham Hospitality Group; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Global hotel discounts

Birthday leave and parental leave

Dining and staff perks

Career development

Learning and development

Dry cleaning on site

Free hotel stay anniversary

Employee Assistance Program

Job summary

Sofitel Sydney Wentworth invites a Reservations Agent to be the first point of contact for guests, handling enquiries and reservations with efficiency, accuracy and care.

You’ll manage bookings end-to-end, coordinate with Front Office, Revenue, Sales and Food & Beverage, and promote luxury experiences that enhance guest satisfaction and revenue.

Qualifications

• Experience in hotel reservations, front office or guest services is desirable.
• Strong communication and interpersonal skills to engage with guests from diverse backgrounds.
• Commercially minded with ability to identify opportunities to upsell room upgrades and experiences.

Responsibilities

• Manage guest enquiries across phone, email and online channels with warm, professional service.
• Handle reservations from start to finish including changes, cancellations and special requests.
• Upsell packages, dining experiences and hotel offerings based on guest needs and availability.

Skills

Customer service

Communication

Upselling

Attention to detail

Teamwork

Job description

• What Luxury Guest Services Reservations Agent ...

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Discover Sofitel Sydney Wentworth – Where Heritage Meets Modern Luxury

Following an extraordinary transformation, Sofitel Sydney Wentworth has entered a new era of luxury. As Sydney's first international five-star hotel, we blend heritage, elegance and contemporary sophistication to create exceptional experiences for guests from around the world.

Following an extensive transformation, the hotel features 436 beautifully redesigned rooms and suites, Club Millésime, 14 versatile event spaces including one of Sydney’s largest ballrooms, and award-winning dining across Tilda, Bar Tilda, Delta Rue and Wentworth Bar.

Our Reservations team plays a key role in the guest journey, creating exceptional experiences from the very first interaction and ensuring every stay starts seamlessly.

Job Description

As a Reservations Agent, you’ll be the first point of contact for many of our guests, managing enquiries and reservations with a balance of efficiency, accuracy and genuine care.

You’ll be responsible for:

• Managing guest enquiries across phone, email and online channels, providing warm, professional and knowledgeable service.
• Handling reservations from start to finish, including new bookings, amendments, cancellations, special requests and guest preferences.
• Maximising revenue by confidently recommending room upgrades, packages, dining experiences and other hotel offerings based on guest needs.
• Converting enquiries into bookings by understanding availability, rates, promotions and hotel offerings.
• Maintaining accurate records across reservation and property management systems, ensuring all guest information and requests are captured correctly.
• Collaborating across the hotel with Front Office, Revenue, Sales, Food & Beverage and other teams to ensure guest requests are communicated and delivered effectively.
• Representing the Sofitel brand by consistently delivering refined, attentive and personalised service that reflects our luxury positioning.

Qualifications

About You

• Previous experience in a hotel reservations, front office, guest services or similar hospitality role is highly regarded.
• A genuine passion for luxury hospitality and delivering personalised, memorable guest experiences.
• Strong communication and interpersonal skills, with the ability to build rapport and confidently engage with guests from diverse backgrounds.
• Excellent attention to detail, organisation and time management, with the ability to manage multiple enquiries and priorities in a fast-paced environment.
• Commercially minded with a natural ability to identify upselling opportunities and confidently promote room upgrades, packages and hotel experiences.
• A positive, team-oriented approach with a willingness to collaborate across departments and consistently uphold Sofitel’s luxury service standards.

Additional Information

Why Join Sofitel Sydney Wentworth?

At Sofitel Sydney Wentworth, you'll be part of an iconic hotel entering a new chapter. We invest in our people, celebrate success and provide opportunities to build a rewarding career within one of the world's leading luxury hospitality brands.

Our benefits include:

• Global discounts on accommodation, dining, bars and more across 100+ Accor hotels and partner venues worldwide
• Generous leave entitlements, including birthday leave and up to 12 weeks parental leave
• 30% team member dining discount across our signature venues: Tilda, Bar Tilda, Delta Rue and Wentworth Bar
• Career development opportunities within a globally recognised luxury hospitality brand
• Ongoing learning and development, working alongside industry leaders
• Onsite perks including complimentary dry cleaning, $2 barista‑made coffee, a $5 staff lunch buffet, and discounted city parking
• A complimentary hotel stay package to celebrate your work anniversary
• Free 24/7 access to our Employee Assistance Program for confidential wellbeing support

Our commitment to Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Please note that full working rights in Australia are required for this role.