Located in the heart of The Rocks, Shangri-La Sydney is a deluxe 5-star hotel offering 564 guest rooms and suites, a luxurious Chi Spa, four food and beverage outlets, and 18 conference and meeting spaces. We cater to both corporate and leisure travellers, delivering world-class service and unforgettable experiences.
Shangri-La Sydney is seeking skilled and service-driven Reservations Agents to join our dynamic team. In this role, you will be responsible for delivering exceptional guest experiences while managing reservations efficiently and accurately in line with Shangri-La standards.
About the Role
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Handle all internal and external calls in a timely and professional manner
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Process reservations, amendments, and cancellations via phone, email, Opera PMS, and other channels
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Confidently manage room availability with an understanding of yield management
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Maintain up-to-date knowledge of room types, rates, hotel facilities, and current promotions
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Deliver exceptional guest service across all communication channels
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Identify opportunities to upsell rooms and hotel services to achieve targets
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Ensure all guest information is entered accurately with strong attention to detail
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Work collaboratively in a fast-paced team environment
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Promote and understand the Golden Circle loyalty program
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Take ownership of guest requests to ensure satisfaction at every touchpoint
About Us
Shangri-La Sydney is situated in the heart of the historic Rocks district. With 564 guest rooms and suites, a luxurious Chi Spa, 4 food and beverage outlets and 18 conference and meeting rooms, this Deluxe 5-star hotel is tailored towards both the corporate and leisure guest.
About You
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Passion for delivering exceptional customer service
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Positive, can-do attitude with a willingness to learn
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Strong verbal and written communication skills
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Previous experience in a 5-star hotel, Front Office, or Reservations environment
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Experience with Opera PMS or a similar reservations system
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High attention to detail and strong organisational skills
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Ability to work a rotating roster, including weekends and public holidays
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Full working rights in Australia
If you are a motivated and energetic individual with a passion for hospitality and attention to detail, we would love to hear from you.
