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About the Role

As a Guest Experience Agent, you will play a key role in shaping the guest journey from the very first interaction. Through managing reservations, responding to enquiries, and providing tailored accommodation solutions, you will help create seamless and memorable experiences that leave a lasting impression. This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced contact centre environment and enjoys helping guests find the perfect stay.

Responsibilities

Manage inbound and outbound reservation enquiries via phone, email, and online booking platforms.
Process bookings, amendments, and cancellations accurately and efficiently in line with company policies.
Provide guests with detailed information on accommodation options, hotel facilities, packages, promotions, and local experiences.
Deliver exceptional customer service by understanding guest needs and recommending personalised accommodation solutions.
Collaborate with internal departments to ensure guest requests, preferences, and special requirements are communicated effectively.
Maintain accurate knowledge of room availability, rates, packages, and property offerings to maximise guest satisfaction and booking opportunities.

Requirements

Previous experience in reservations, contact centres, hospitality, or a similar customer service focused role.
Strong communication skills and a passion for creating positive and memorable guest experiences.
Excellent attention to detail, with the capacity to manage large volumes of enquiries accurately and efficiently.
The ability to manage multiple tasks, prioritise effectively, and maintain a high level of accuracy in a fast-paced environment.
Experience using customer service, booking, or business systems, with the ability to adapt to new technology.
A positive attitude, strong work ethic, and alignment with The Star's values and culture.
Eligibility checks are required as part of the recruitment process and ongoing employment.

Skills

Customer service
Reservations management
Communication skills
Attention to detail
Time management
Adaptability to new technology

Location

Brisbane
Gold Coast
Sydney

Work Type

Contact centre environment
Full-time

Experience Level

Previous experience required

Benefits

Complimentary meals on-site daily
Discounted parking
Discounted public transport options
Up to 30% discounts across award-winning restaurants and accommodation
Inclusive and diverse workplace culture
Supportive leadership
Ongoing career development opportunities
Mental health and wellbeing services
Paid Parental leave from Day 1
Secondary Carer’s leave
Opportunity to work with elite professionals and assets
Flexible working options

About the Company

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX.
Our purpose is to create fun at trusted destinations, and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist, and our shareholders.
We provide entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way.
Our properties across Brisbane, the Gold Coast, and Sydney are world-class, with many award-winning hotels, restaurants, bars, and entertainment venues.
Each team member is expected to champion The Star’s Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star’s culture.
Our purpose is to create fun at trusted destinations. This commitment involves living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.
The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2025 PLATNIUM Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

Equal Opportunity

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities.
We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process.