Guest Service Agent

Job type

Full-time
Shift and schedule

Rotating roster

Shift work
 
Location
The Rocks NSW 2000
 
Full job description
Shangri-La Sydney is the city’s leading luxury hotel, perfectly positioned in the historic Rocks district between the iconic Sydney Opera House and Harbour Bridge. With 565 spacious rooms and suites, 4 vibrant dining outlets, and 18 stunning function spaces, we pride ourselves on delivering unforgettable experiences for our guests.


We’re on the lookout for a passionate and polished Guest Service Agent to be the face (and voice!) of Shangri-La. In this role, you’ll be at the heart of our guest journey—whether it’s warmly welcoming someone at check-in, answering calls with a smile in your voice, or going the extra mile to make a stay truly special.


What you’ll be doing:

Creating a memorable first impression by warmly welcoming guests and ensuring a smooth check-in/check-out experience.

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.

Full-time availability.

What’s in it for you:

An hourly wage in line with the HIGA Award 2020 (Front Office Grade 3 classification).

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!