Guest Service Agent

**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.

Capella Sydney is the culmination of a stunning transformation of the heritage listed Department of Education sandstone building, into a luxury hotel that welcome guests and patrons alike into the impressive building for the first time in history. Delivering a guest experience unlike any other paired with lavish amenities, magnificent architecture and refined interiors, Capella Sydney is becoming the ultimate destination hotel for both local and international guests alike, establishing it as one of the finest hotels in the world.

**The Role**

We are looking for passionate and service-oriented individuals to join our Front Office team as Guest Service Agents. In this guest-facing role, you will be the first and last point of contact, delivering a warm welcome on arrival and a heartfelt farewell at departure. Your attentiveness, professionalism, and genuine care will ensure every guest enjoys a seamless and memorable stay.
- Greet and welcome all guests in a warm, professional, and friendly manner. Open doors and assist guests or visitors entering and leaving the property. Proactively anticipate guest needs and offer assistance before being asked.
- Update and confirm billing details, ensuring credit cards are captured on arrival and accounts are correctly routed to third parties.
- Update guest reservations with appropriate OPERA codes, traces, preferences, and comments.
- Prioritize special requests such as early arrivals, VIPs, long stays, connecting/adjacent rooms, return guests, and specific room setups to ensure readiness for individual arrival times.
- Input and manage wake-up calls for in-house guests.
- Action departmental trace reports efficiently.
- Set up VIP folders for next day arrivals and ensure all arrangements meet luxury standards.
- Manage luggage storage, parcel retrieval, and inventory of loaned items, ensuring timely collection or return before check-out.
- Perform currency exchanges, process cash payments, and handle paid-outs in compliance with established procedures.
- Stay informed about the hotel’s offerings, special events, and promotions to provide accurate and up-to-date information to guests.

**Talent Profile**
- A friendly personality with a strong passion for fostering positive guest relations.
- Experience in a similar role at luxury hotels, resorts, or commercial facilities.
- Familiarity with Property Management Systems (PMS) and hotel systems, such as Opera Cloud and KnowCross.
- Ability to work rotating rosters over a day week.
- Proficient in both written and spoken English.
- Must have 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.