Service Centre Agent

1 day ago

The Rocks, Australia Shangri-La Sydney Full time

**Join the prestigious team at Shangri-La Sydney as a Service Centre Agent within our Reservations team. Located in the heart of the historic Rocks district, our luxury hotel boasts 564 spacious guest rooms and suites, 4 food & beverage outlets, and 18 function rooms.**

**As a Service Centre Agent, you will play a pivotal role in delivering exceptional service to our guests. Responsibilities include promptly managing all guest requests, monitoring calls, and ensuring accurate and expedient service delivery.**

**Key Duties**:

- Handle guest requests promptly and courteously, coordinating with colleagues and using the correct channels.
- Perform tasks according to established policies and procedures, including managing telephone services, room service orders, and guest inquiries.
- Maintain a thorough knowledge of the hotel’s facilities and be able to make reservations using SEVENROOMS.
- Familiarity with various systems, including Alcatel, Omni Vista, FCS eConnect, OPERA PMS, INFRASYS POS, Pay TV, SEVENROOMS, Alice, Book360, and Service 360.
- Anticipate guest needs, including special occasions, dietary requirements, and VIP preferences.
- Ensure guest satisfaction by taking responsibility for all tasks necessary.

**Requirements**:

- Passion for delivering exceptional customer service.
- Excellent communication skills, both verbal and written.
- Experience in a hotel environment.
- Understanding of Occupational Health and Safety practices.
- Flexibility with rostering, including overnight shifts, as the Service Centre operates 24/7.
- Proficiency in Microsoft Office and hotel software packages.
- Experience using SEVENROOMS or similar restaurant booking systems.
- Must have the right to work in Australia.

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