Service Centre Agent

4 days ago

The Rocks, Australia Shangri-La Hotels Full time

**Shangri-La Sydney is looking for a skilled and cheerful Service Centre agent to join our Reservations team.**

**About Us**

Shangri-La Sydney is the city's leading luxury hotel. Located in the historic Rocks district between the Sydney Opera and Harbour Bridge, our hotel offers 564 spacious and inspired luxury guest rooms and suites, 4 food & beverage outlets and 18 functions rooms.

**About the Role**

Service Centre Agents are responsible for promptly managing all internal and external guest requests, monitoring incoming and outgoing calls as well as assuring accurate and expedient service to all hotel guests, patrons and colleagues.

Other duties include but are not limited to:

- Address guest requests efficiently and courteously, liaising with the appropriate colleagues.
- Be knowledgeable about the hotel’s food and beverage outlets and facilities; handle reservations using Sevenrooms.
- Proficient in various systems including Alcatel, PABX Omni Vista, FCS eConnect, OPERA, INFRASYS, Pay TV, Sevenrooms, Alice, Book360, and Service 360.
- Handle group booking details for Altitude and pass to the Food and Beverage reservation agent promptly.
- Answer telephone calls with courteous and efficient etiquette, providing detailed menu descriptions.
- Anticipate and cater to guest needs, including special occasions, dietary requirements, allergies, and VIPs.
- Ensure guest satisfaction by completing necessary tasks.

**About You**
- Passionate about delivering exceptional customer service.
- Excellent communication skills, both verbal and written.
- Experience in a hotel environment.
- Flexible with shifts, including overnight as the Service Centre operates 24/7.
- Proficient in Microsoft Office, Opera, Book360, Service360, Infrasys, Alice, FCS E-Connect, Alcatel, OmniVista.
- Experienced with SEVENROOMS restaurant booking system.
- Authorized to work in Australia.

**If you are a motivated and energetic individual looking for a career within the hotel industry and have a passion for customer service, t**hen we would like to hear from you.

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