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Service Centre Agent
Shangri-La SydneySydney, Australia11 days ago
Job descriptionJoin the prestigious team at Shangri-La Sydney as a Service Centre Agent within our Reservations team. Located in the heart of the historic Rocks district, our luxury hotel boasts 564 spacious guest rooms and suites, 4 food & beverage outlets, and 18 function rooms. As a Service Centre Agent, you will play a pivotal role in delivering exceptional service to our guests. Responsibilities include promptly managing all guest requests, monitoring calls, and ensuring accurate and expedient service delivery. Key Duties Handle guest requests promptly and courteously, coordinating with colleagues and using the correct channels. Perform tasks according to established policies and procedures, including managing telephone services, room service orders, and guest inquiries. Maintain a thorough knowledge of the hotel's facilities and be able to make reservations using SEVENROOMS. Familiarity with various systems, including Alcatel, Omni Vista, FCS eConnect, OPERA PMS, INFRASYS POS, Pay TV, SEVENROOMS, Alice, Book360, and Service 360. Anticipate guest needs, including special occasions, dietary requirements, and VIP preferences. Ensure guest satisfaction by taking responsibility for all tasks necessary. Requirements Passion for delivering exceptional customer service. Excellent communication skills, both verbal and written. Experience in a hotel environment. Understanding of Occupational Health and Safety practices. Flexibility with rostering, including overnight shifts, as the Service Centre operates 24 / 7. Proficiency in Microsoft Office and hotel software packages. Experience using SEVENROOMS or similar restaurant booking systems. Must have the right to work in Australia.
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Service Centre Agent • Sydney, Australia