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.

About Capella Sydney

Nestled in the heart of Sydney, Capella Sydney offers discreet luxury within the golden sandstone walls of a heritage building. An urban oasis where modern elegance meets historical charm, the hotel is home to meticulously curated artworks and interiors that celebrate Australia's stunning panorama. Located steps from the city's most iconic landmarks, Capella Sydney is an extraordinary embodiment of crafted hospitality that encapsulates an immersive cultural experience with unparallelled sophistication and style.

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.
• Respond to guest inquiries via email, direct message, and telephone, adhering to luxury standards of verbiage and response time.
• 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

• Preference for candidates with a tertiary education.
• 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.

• We appreciate your understanding that we will only be able to contact shortlisted candidates.