Guest Service Agent

1 week ago

The Rocks, Australia Shangri-La Hotels Full time $60,000 - $80,000 per year

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 guests rooms and suites, 4 food & beverage outlets and 18 functions rooms.

As a Guest Service Agent, you will provide all hotel guests and patrons with professional, friendly and consistent personalised service, assuring their comfort and delight every time. As well as cheerfully and promptly manage all guests' external and internal, incoming and outgoing calls as well as assure accurate and expedient service to all hotel guests, patrons and colleagues.


Your duties will include:

  • Warmly welcome guests upon arrival and check-in/check-out according to established standards and procedures.
  • Answer all incoming calls promptly and pleasantly and assure that the appropriate response is made in accordance with standards and procedures.
  • Take personal responsibility and initiative for any tasks as required, to assure guest satisfaction and follow up when necessary.
  • Deal with all guest requests efficiently and courteously by monitoring and following up with the appropriate colleagues and using the correct channels.
  • Have the ability to anticipate guest's needs in terms of special occasions, special dietary requirements, allergies, VIP's dining etc.
  • Know key hotel personnel and their extensions; be familiar with hotel facilities, services and daily functions.
  • Ensure guest profiles are up-to-date and new preferences or detail changes are promptly updated in Opera PMS.
  • Be familiar with all hotel emergencies and fire procedures as well as with city emergency telephone numbers and services; assure that efficient and effective communications are maintained during emergency situations by following established procedures.

You will be under an hourly wage of pay as accorded by the HIGA Award 2020 under the Front Office Grade 3 classification.


About the Role:

  • Previous experience in a similar role
  • Exposure to hotel environment
  • Knowledge of Opera PMS
  • Proven ability to work under pressure
  • Able to work on a rotating roster (including overnight shifts)
  • Full-Time availability required


Only shortlisted candidates will be contacted.

No recruitment agencies, please

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