Customer Service Agent

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.

• 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.

• 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 – 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
• https://careers.accor.com/global/en/job/customer-service-agent-in-sofitel-sydney-wentworth-sydney-australia-jid-98333