Customer Service Agent

Company Description

Discover Sofitel Sydney Wentworth – Where Heritage Meets Modern Luxury

Sofitel Sydney Wentworth, Sydney’s first international five-star hotel, is an icon of Australian hospitality and a landmark of culture and creativity in the heart of the city. Home to 436 beautifully redesigned rooms and suites, Club Millésime Executive Lounge, award-winning dining venues, and exceptional event spaces, we deliver unforgettable experiences to every guest.

As a member of our One Touch team, you will play a vital role in shaping those experiences, acting as the central point of contact for guests and connecting them with all areas of the hotel. This fast-paced and guest-focused position requires exceptional communication skills, attention to detail, and a passion for delivering seamless luxury service. At Sofitel, you'll be part of a team that values excellence, collaboration, and heartfelt hospitality while creating memorable moments for our guests every day.

Job Description

• Deliver exceptional guest service from pre-arrival through to post-stay, ensuring all requests and enquiries are handled promptly, professionally, and with genuine care.
• Manage guest accounts, reservations, billing, and cashiering functions accurately using Opera PMS.
• Serve as the central communication hub for the hotel, efficiently coordinating guest requests, calls, messages, and wake-up services with relevant departments.
• Support daily Front Office operations, including arrivals, departures, VIP and group guest management, courtesy calls, and shift handovers.
• Promote hotel facilities, services, and experiences through confident upselling and strong product knowledge.
• Contribute to guest satisfaction and service excellence initiatives while assisting with administrative and operational tasks as required.

Qualifications

• Previous Front Office experience in a hotel or hospitality environment is highly desirable
• Proficiency in Opera PMS or similar property management systems desirable.
• Problem-solving skills and the ability to remain calm under pressure, especially during peak periods or when handling guest complaints.
• Strong attention to detail and accuracy in managing guest accounts, billing, and administrative tasks.

Additional Information

Additional Information - Why Join Sofitel Sydney Wentworth?

We value our people and offer

• Global discounts on accommodation, dining, bars and more across 100+ Accor hotels and partner venues worldwide
• Generous leave entitlements, including birthday leave and up to 12 weeks parental leave
• 30% team member dining discount across our signature venues: Tilda, Bar Tilda, Delta Rue and Wentworth Bar
• Career development opportunities within a globally recognised luxury hospitality brand
• Ongoing learning and development, working alongside industry leaders
• Onsite perks including laundered uniforms, complimentary dry cleaning, $2 barista-made coffee, a $5 staff lunch buffet, and discounted city parking
• A complimentary hotel stay package to celebrate your work anniversary
• Free 24/7 access to our Employee Assistance Program for confidential wellbeing support

Our commitment to Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Please note that full working rights in Australia are required for this role.