Located in the heart of The Rocks, Shangri-La Sydney is a deluxe 5-star hotel offering 564 guest rooms and suites, a luxurious Chi Spa, four food and beverage outlets, and 18 conference and meeting spaces. We cater to both corporate and leisure travellers, delivering world-class service and unforgettable experiences. Shangri-La Sydney is seeking skilled and service-driven Reservations Agents to join our dynamic team. In this role, you will be responsible for delivering exceptional guest experiences while managing reservations efficiently and accurately in line with Shangri-La standards. About the Role Handle all internal and external calls in a timely and professional manner Process reservations, amendments, and cancellations via phone, email, Opera PMS, and other channels Confidently manage room availability with an understanding of yield management Maintain up-to-date knowledge of room types, rates, hotel facilities, and current promotions Deliver exceptional guest service across all communication channels Identify opportunities to upsell rooms and hotel services to achieve targets Ensure all guest information is entered accurately with strong attention to detail Work collaboratively in a fast-paced team environment Promote and understand the Golden Circle loyalty program Take ownership of guest requests to ensure satisfaction at every touchpoint About Us Shangri-La Sydney is situated in the heart of the historic Rocks district. With 564 guest rooms and suites, a luxurious Chi Spa, 4 food and beverage outlets and 18 conference and meeting rooms, this Deluxe 5-star hotel is tailored towards both the corporate and leisure guest. About You Passion for delivering exceptional customer service Positive, can-do attitude with a willingness to learn Strong verbal and written communication skills Previous experience in a 5-star hotel, Front Office, or Reservations environment Experience with Opera PMS or a similar reservations system High attention to detail and strong organisational skills Ability to work a rotating roster, including weekends and public holidays Full working rights in Australia If you are a motivated and energetic individual with a passion for hospitality and attention to detail, we would love to hear from you.