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 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
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