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About the Role
The Guest Experience Agent, reporting to the Hotel Operations Manager, is responsible for managing and responding to guest reservations and enquiries through both inbound and outbound communications. This role oversees reservation administration, email correspondence, and related guest service activities, ensuring a seamless and efficient booking experience. With a strong focus on delivering exceptional guest service, the Guest Experience Agent drives reservation conversions, maximises revenue opportunities, and promotes the full range of offerings and facilities across each integrated resort.
Responsibilities
- Demonstrate a strong commitment to service excellence for guests and team members.
- Manage The Star Sydney general inbox.
- Achieve Reservations Services KPIs, including conversion, revenue, quality, and call handling.
- Participate in training to enhance product knowledge and sales skills.
- Direct reservation enquiries to the appropriate Reservations or Darling Spa teams.
- Manage inbound and outbound calls and emails across hotel, dining, spa, event, and entertainment bookings.
- Provide guests with accurate resort information and directions.
- Process work orders via Maximo and email systems.
Requirements
- Strong computer, email, and telephone communication skills.
- Excellent verbal and written communication skills.
- Experience with property management/reservations systems (e.g. Opera, ResDiary) and proficiency in Microsoft Office.
- Experience in a hotel reservations environment is highly regarded.
- Background in customer service or guest experience roles.
- Strong active listening, de-escalation, and problem-solving skills.
- Experience managing high-volume inbound and outbound guest enquiries.
- Customer-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional guest experiences.
- Strong communication skills and a positive, solutions-focused approach.
- Ability to confidently manage a high volume of guest enquiries across multiple channels while maintaining attention to detail and service excellence.
- Active listener who remains calm under pressure, can de-escalate challenging situations, and is committed to finding the best outcome for every guest.
- Takes pride in creating memorable experiences and delivering service that leaves a lasting impression.
Skills
- Computer skills
- Email communication
- Telephone communication
- Verbal communication
- Written communication
- Property management systems
- Reservations systems
- Microsoft Office
- Active listening
- De-escalation
- Problem-solving
Location
- Pyrmont
- Darling Harbour
Work Type
- Full-time
Experience Level
- Hotel reservations environment experience highly regarded
Benefits
- Complimentary meal on site every day including hot meals, sandwich bar and more
- Discounted parking + other transport options
- Up to 30% discounts across award winning restaurants and accommodation
- Lifestyle discounts including gym memberships, retail discounts and dry-cleaning services
- Paid Parental leave from Day 1
- Secondary Carer’s leave
About the Company
- For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour.
- Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub.
- The Darling, and state-of-the-art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts.
- With extraordinary dining options, including Sokyo, BLACK Bar and Grill, Cucina Porto and our vibrant Sports Bar where the action is live and loud, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.
- At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities.
- We believe in authenticity that embodies our Company values = 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 2024 GOLD 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.
- 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.