Reservations Services Agent

RESERVATIONS SERVICES AGENTS - GUEST EXPERIENCE 

At The Star Entertainment Group, we aim to be Australia’s leading integrated resort company. Our mission is to create fun and memorable experiences for the millions of guests we welcome each year at our trusted destinations.

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

The Star Entertainment Group (TSEG) is an ASX-listed company committed to supporting the communities in which we operate. TSEG will achieve this by leading with integrity and values to enable us to provide entertainment, gaming, and leisure experiences safely, responsibly, and ethically.

As our Permanent Full-time Reservations Services Agent, reporting to the Reservations Services Supervisor or Guest Services Manager you will be the first point of contact for our guests. This role will suit someone with the ability to deliver world class customer service that creates a memorable and thrilling guest experience.

This is a fantastic opportunity where you will assist and respond to all telephone and email reservation sales enquires with a focus on a positive customer experience, conversion of reservations to increase revenue and promote all facilities at each integrated resort.

A few of your responsibilities

• Answer inbound telephone calls for transactions ranging from call transfers and basic information inquiries to complex hotel, dining, spa, event and entertainment reservations
• Respond to in bound guest email enquiries in a professional and timely manner
• Provide guests with a clear picture of The Star Entertainment Group’s products and service offerings keeping the customers needs and wants in mind
• Organise, co-ordinate and complete reservations requirements for hotel rooms, dining and spa as well as internal event and entertainment offerings
• Ensure that guest requests for reservations and other services are met and confirmed and that each guest experience is memorable and positive

What we are looking for

• A passion for guest excellence and a desire to go above and beyond to ensure a positive customer experience
• Knowledge of property management/reservations systems
• Proficiency in Microsoft Office
• Strong verbal and written communication skills required

You are an experience customer service professional who has experience within a retail or hospitality role. You have a great listening skills and enjoy problem solving. Your strong work ethic and nature always strives for excellence when dealing with customers, clients and stakeholders

Your role will be pivotal in shaping the success of customer journey at The Star. Join us in making a difference.

What can we offer you?

• Complimentary meal on site every day, including hot meals, sandwich bar and more
• Discounted parking available in the city
• Flexible working arrangements
• 30% Discounts across award winning restaurants and accommodation
• Lifestyle discounts including gym memberships and dry-cleaning services
• Career development, training, and courses via The Star Academy – limitless career opportunities

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

Our culture

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities.

• 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 A passion for guest excellence and a desire to go above and beyond to ensure a positive customer experience
• Knowledge of property management/reservations systems
• Proficiency in Microsoft Office
• Strong verbal and written communication skills required

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 is a WGEA Employee of Citation for Gender Equality holder and is recognised with a Gold Award 2022 by the Australian Workplace Equality Index (AWEI) which evaluates LGBTQI+ inclusiveness in the workplace. 

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