Guest Experience Representative

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

**Who we are**
At YHA Australia, we provide affordable, quality accommodation with purpose. We're committed to creating a more open and welcoming world where connections thrive and experiences matter.

What sets us apart? We're a not-for-profit, membership-based organisation where profits go straight back into improving our properties and creating positive social, cultural and environmental impact. For over 80 years, we've been making travel accessible and transformative.

Our network spans 19 uniquely characterful properties across Australia - from the rooftop views of Sydney Harbour YHA to historic cells at Fremantle Prison to eco-retreats nestled in National Parks.

We're proudly part of Hostelling International - a global community of 3,000+ places to stay across 70+ countries that believe travel should do more than move you from place to place. It should move you to think differently, live boldly, and protect the world you're exploring.

**The role**

We're looking for a Groups specialist to join our Central Reservations Team at YHA Sydney Central (conveniently located near Central Station, multiple bus routes, and the Light Rail Haymarket stop).

As our Guest Experience Representative for Groups, you'll be the vital link between group bookers and our nationwide properties, ensuring seamless experiences from first enquiry through to check-out.

**What you'll do**
- Confidently manage group bookings across our diverse Australian properties
- Handle enquiries, reservations, amendments, and stay details with precision
- Enhance customer experiences by understanding group requirements and making tailored recommendations
- Collaborate with our property teams nationwide to deliver exceptional service
- Provide information on additional services like catering and facilities
- Enjoy work-life balance with Monday-Friday hours (a rare find in hospitality)

**What we're looking for**
- Someone who understands that great customer service creates unforgettable experiences
- Experience in travel, tourism, customer service, event administration, or reservations
- Previous customer service or contact centre experience (highly desirable)
- A person who embodies our values (see below)

**Our Values**:
Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.
- **Work together** - We open doors for each other as well as our guests
- **Give our best** - We bring our best selves every day we come to work
- **Put our guest first** - We know great hosts make great holidays
- **Think differently** - We see problems as opportunities
- **Have fun** - We celebrate and enjoy being together

**What's in it for you**
- **Travel Perks**: Free stays across our network - because we love travel as much as our members do
- **Team Adventures**: Opportunities to visit other locations for team building and training
- **Discounts**: Access to benefits at various stores and across the YHA network
- **Growth**: Professional development and career opportunities throughout YHA
- **Cultural Flexibility**: Swap standard public holidays for ones that have personal meaning
- **Wellbeing Support**: For you and your immediate family through our Employee Assistance Program

Ready to help make the world a more connected place? Submit your resume and a cover letter telling us why you're perfect for this role