Reservations Service Centre Agent

Shangri-La Group; The Rocks; On-site; AUD 34,000 - 55,000; Full time

Job summary

Shangri-La Sydney in The Rocks, NSW, is seeking a passionate Reservations Agent to represent our renowned luxury hotel. You will handle guest inquiries, provide information on the hotel, its location, facilities and outlets, and help guests choose Shangri-La as their preferred stay.

You will deliver exceptional service over the phone, manage calls with professionalism, maintain accurate guest profiles in Opera PMS, and collaborate with colleagues to ensure a seamless guest journey, even during

Qualifications

• Previous hotel Reservations or guest services experience.
• Strong knowledge of Opera PMS or quick learner.
• Ability to manage multiple tasks with composure.

Responsibilities

• Warmly welcome guests and manage inbound calls.
• Provide information about the hotel, facilities and outlets.
• Maintain guest profiles and update data in Opera PMS.
• Resolve guest requests promptly and accurately.
• Coordinate with hotel teams to ensure seamless service.
• Handle high-pressure situations with professionalism.
• Adhere to rotating roster including overnights.

Skills

Excellent communication

Multitasking

Guest focus

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 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.

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!