Urgent: Guest Service Agent

1 day ago

Council of the City of Sydney, Australia Operations Full time

About Capella Hotels and Resorts

Capella Hotels and Resorts embody excellence in the craft of hospitality. Our vision is to combine tradition, discovery, individuality, and a twist of the unexpected to create the perfect stay for each guest. Our destinations are designed by world-renowned architects. Our restaurants offer authentic flavours imaginatively reinvented. From the Auriga spas to each location's dedicated and personal guest services, the Capella spirit is holistic, generous, and bespoke.

About Capella Sydney

Nestled in the heart of Sydney, Capella Sydney offers discreet luxury within the golden sandstone walls of a heritage building. An urban oasis where modern elegance meets historical charm, the hotel is home to meticulously curated artworks and interiors that celebrate Australia’s stunning panorama. Located steps from the city’s most iconic landmarks, Capella Sydney is an extraordinary embodiment of crafted hospitality that encapsulates an immersive cultural experience with unparallelled sophistication and style.

Position Summary

- Provide exceptional guest service in answering calls, messages, and emails promptly and professionally, adhering to company communication standards.
- Utilise Knowcross effectively by placing guest requests for housekeeping, laundry, front office, engineering, and other departments using our internal system.
- Adapt to ongoing information, handle restaurant inquiries, and assist with in-room dining orders.
- Deliver seamless guest experiences to coordinate wake‑up calls and provide comprehensive administrative support.
- Resolve guest concerns efficiently by addressing them professionally, following up with the appropriate departments, and ensuring guest satisfaction.
- Maintain comprehensive hotel knowledge. Become a resource for guests by being knowledgeable about all hotel amenities, services, and local attractions.

Talent Profile

- Strong communication, interpersonal, and problem‑solving skills.
- Ability to work effectively in building strong guest relations.
- Proficient in Microsoft Office; experience with hotel PMS.
- Experience with Opera Property Management System is required.
- Experience in a similar role at luxury hotels/resorts or commercial facilities.
- A minimum of 1-2 years of experience in a similar guest service role at luxury hotels is required.
- Ability to work a full‑time rotating shift, including weekends and public holidays.
- Proficient in both written and spoken English.
- Valid working rights in Australia.

Working with Capella Sydney

- Join a vibrant and nurturing workplace.
- Work in elegantly designed areas while enjoying amenities in a historic building.
- Benefit from online LinkedIn training courses aimed at your personal and professional growth.
- Savour complimentary meals during your shifts.
- Enjoy discounts for hotels and group bookings.
- Employee Assistance Program (EAP) provides confidential counselling and support.
- Celebrate your birthday with special leave.
- Embrace opportunities for growth and advancement within the organisation.

* We appreciate your understanding that we will only be able to contact shortlisted candidates.

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