Guest Experience Agent

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations, and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist, and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices.

Our properties across Brisbane, the Gold Coast, and Sydney are world-class, with many award-winning hotels, restaurants, bars, and entertainment venues.

As our Guest Experience Agent, reporting to the Reservation Services Supervisor, you will support the Guest Experience team by delivering exceptional service to guests through handling bookings, enquires, and providing tailored accommodation solutions that enhance the overall guest experience.

This is a fantastic opportunity where you will play a key role in creating memorable guest interactions by ensuring accurate reservations processing, delivering personalised service, and contributing to a seamless and positive customer journey from enquiry to arrival.

A few of your responsibilities

• Manage inbound and outbound reservation enquiries via phone, email and online platforms
• Accurately process bookings, amendments, and cancellations in line with company policies
• Provide detailed information on hotel services, promotions, and facilities
• Deliver exceptional customer service to ensure a positive and memorable guest experience
• Work collaboratively with internal departments to meet guest needs and expectations
• Maintain up-to-date knowledge of rates, packages, and availability

What we are looking for

• Previous experience in reservations, contact centres, or a similar role
• Strong communication skills with a customer-first mindset
• High attention to detail and strong organisational abilities
• Ability to multitask and work efficiently in a fast-paced environment
• Proficiency with reservation systems such as Opera
• A positive attitude and alignment with The Star's values and culture

What we can offer you

• Complimentary meals on-site daily
• Discounted parking and public transport options
• Up to 30% discounts across award-winning restaurants and accommodation
• An inclusive and diverse workplace culture
• Supportive leadership and ongoing career development opportunities
• Mental health and wellbeing services
• Paid Parental leave from Day 1, Secondary Carer’s leave also on offer 
• Opportunity to work with elite professionals and assets 

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture

Each team member is expected to champion The Star’s Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star’s culture.

Our purpose is to create fun at trusted destinations. This commitment involves living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs.

The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2025 PLATNIUM Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It’s your time to SHINE!

Click on the link below to make your next career move with The Star