Reservations Service Centre Agent

Shangri-La Hotels; Sydney; On-site; AUD 34,000 - 44,000; Full time

Benefits offered by this job

Hourly wage (HIGA Award 2020)

Prestigious luxury hotel

Dynamic team environment

Career growth opportunities

Job summary

Shangri-La Sydney invites applications for a Reservations Agent to join our luxury team. You will deliver warm, informative service over the phone, guiding guests through room options, facilities and outlets to secure memorable stays.

Ideal candidates bring experience in hotel guest services, strong Opera PMS knowledge, and the ability to multitask under pressure on a rotating roster, including overnights, in a full-time capacity.

Qualifications

• Experience in hotel guest services or similar role.
• Strong knowledge of Opera PMS or quick to learn.
• Excellent verbal and written communication skills.
• Ability to stay calm and professional under pressure.
• Flexibility to work a rotating roster including overnights.
• Availability for full-time work.

Responsibilities

• Create a memorable first impression by warmly welcoming guests.
• Handle incoming calls promptly and accurately with a cheerful demeanor.
• Anticipate guest needs and deliver personalized touches.
• Coordinate with hotel teams to ensure seamless service.
• Maintain accurate guest profiles in Opera PMS.
• Address requests and resolve issues with care and initiative.
• Remain confident and composed during busy shifts.

Skills

Multitasking

Communication skills

Customer service

Under pressure

Rotating roster

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 Reservations Agent to represent Shangri-La. In this role, you will play a key part in the guest journey, from providing key information about the hotel, location facilities and outlets to ensure guests have all the information required to choose Shangri-La as their preferred hotel. You will provide 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.

• 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

• 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!