Guest Experience Representative

Opportunities for career growth and professional development
- Be part of a collaborative team that values excellence and innovation
- Discounted hostel stays in YHA Australia properties

**YHA Australia** offers unique, affordable, and sustainable accommodation across Australia. We are a for-purpose, membership-based organisation and have provided curious travellers with quality short-stay accommodation for over 80 years. Our mission is to help create a more open and accommodating world where life flourishes.

We are proudly part of the global organisation Hostelling International - a network of over 3,000 unique places to stay in more than 70 countries. Currently, we have a network of 49 properties across the country with facilities which include swimming pools, open-air rooftops, bars, cafes and coworking spaces. Our travellers can enjoy experiences with us that range from Opera House views on the YHA Sydney Harbour rooftop to sleeping in a prison cell in the historic Fremantle Prison to hiking back to eco-friendly lodging in the heart of a National Park.

**About the role**:
We are looking for a Guest Experience Representative to join our Central Reservations Team. This team is dedicated to delivering exceptional customer service by managing the booking process across our network of YHA properties. While online booking is available, many guests still prefer to talk to a team member, and larger groups require a more personalised service. Guest Experience Representatives ensure a seamless and enjoyable booking experience for all. **This full-time role is located at Sydney Central YHA**, adjacent to Sydney’s Central Station.

**What your day will look like**:
As a Guest Experience Representative, you will
- Assist customers in confidently booking their stay at our properties across Australia.
- Handle new bookings as well as amendments and cancellations.
- Answer questions, make recommendations, and proactively provide information which enhance guest’s stays.
- Collaborate with your team and escalate queries to managers or individual properties when necessary.

**What are we looking for**:

- An appreciation of excellent customer service and the positive impact it has on our customers' experience.
- A personable style with a professional attitude.
- Clear and engaging communication skills, both written and verbal.
- Strong attention to detail.
- The ability to learn quickly, solve problems creatively, and think on your feet.
- Previous experience in a customer service or contact centre role is highly desirable.
- Flexibility to work full-time hours rostered across the team’s operating hours of 8am to 8pm, 7 days a week.

**What’s in it for you**:

- Access to benefits and discounts across the YHA national network of properties.
- Professional development and career opportunity support across the YHA organisation and network.
- Yearly social events to the snowy mountains and other locations for team building and fun
- We embrace diversity, celebrate the cultural holidays that are important to you.
- Wellbeing support for you and your immediate family through the Wellbeing Gateway platform, part of our Employee Assistance Program

**Our Culture**:
At YHA, you can expect to be treated with dignity and respect. We’re committed to creating a diverse and inclusive workplace environment.

Gender Balance - empowering our people to access and enjoy the same opportunities to build great careers at YHA, regardless of gender or gender identity.
- Indigenous Australians - provide more opportunities for Aboriginal and/or Torres Strait Islander peoples, organisations, communities, and customers to engage with our business.
- Accessibility - improving the accessibility (physical or otherwise) of our properties, workplaces and digital platforms for team members, contractors, and guests with a disability.
- Flexible Working - supporting and empowering our people to balance their work and life commitments through a flexible working culture; and
- Pride - enabling our LGBTQIA+ community to be their authentic selves and grow at YHA