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About the Role

As a Guest Experience Agent, you will support the Guest Experience team by delivering exceptional service to guests through handling bookings, enquiries, and providing tailored accommodation solutions that enhance the overall guest experience. You will play a key role in creating memorable guest interactions by ensuring accurate reservations processing, delivering personalised service, and contributing to a seamless and positive customer journey from enquiry to arrival.

Responsibilities

Manage inbound and outbound reservation enquiries via phone, email and online platforms
Accurately process bookings, amendments, and cancellations in line with company policies
Provide detailed information on hotel services, promotions, and facilities
Deliver exceptional customer service to ensure a positive and memorable guest experience
Work collaboratively with internal departments to meet guest needs and expectations
Maintain up-to-date knowledge of rates, packages, and availability

Requirements

Previous experience in reservations, contact centres, or a similar role
Strong communication skills with a customer-first mindset
High attention to detail and strong organisational abilities
Ability to multitask and work efficiently in a fast-paced environment
Proficiency with reservation systems such as Opera
A positive attitude and alignment with The Star's values and culture
Eligibility checks are required as part of the recruitment process and ongoing employment

Skills

Communication skills
Customer service
Organisational abilities
Multitasking
Opera reservation system proficiency

Location

Brisbane
Gold Coast
Sydney

Work Type

Full-time

Benefits

Complimentary meals on-site daily
Discounted parking
Discounted public transport options
Up to 30% discounts across award-winning restaurants and accommodation
An 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

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.

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.
We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs.
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.