Reservations Agent

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.