Reservations & Guest Experience Specialist

The Star Entertainment Group; Sydney; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Complimentary meal on site

Discounted parking

Up to 30% discounts across restaurants

Lifestyle discounts

Paid Parental leave from Day 1

Job summary

The Star Sydney is seeking a Guest Experience Agent to manage guest reservations and inquiries across hotel, dining, spa, events and entertainment bookings. Reporting to the Hotel Operations Manager, you will drive reservation conversions and revenue while delivering exceptional service.

Ideal candidates will have strong communication skills, experience with PMS systems, and a background in guest experience roles.

Qualifications

• Strong computer, email and telephone communication skills.
• Excellent verbal and written communication abilities.
• Experience with property management/reservations systems (Opera, ResDiary) and MS Office.
• Experience in a hotel reservations environment is highly regarded.
• Background in customer service or guest experience roles.
• Strong active listening, de-escalation and problem-solving skills.
• Experience managing high-volume inbound and outbound guest enquiries.

Responsibilities

• Demonstrate a strong commitment to service excellence for guests and team members.
• Manage The Star Sydney general inbox.
• Achieve Reservations Services KPIs, including conversion, revenue, quality and call handling.
• Participate in training to enhance product knowledge and sales skills.
• Direct reservation enquiries to the appropriate Reservations or Darling Spa teams.
• Manage inbound and outbound calls and emails across hotel, dining, spa, event and entertainment bookings.
• Provide guests with accurate resort information and directions.
• Process work orders via Maximo and email systems.

Skills

Communication skills

Reservations systems

Microsoft Office

Customer service

Active listening

De-escalation

Problem-solving

High-volume inquiries

Tools

Opera

ResDiary

Job description

The Star Sydney is seeking a Guest Experience Agent to manage guest reservations and inquiries across hotel, dining, spa, events and entertainment bookings. Reporting to the Hotel Operations Manager, you will drive reservation conversions and revenue while delivering exceptional service.

Ideal candidates will have strong communication skills, experience with PMS systems, and a background in guest experience roles.