Guest Services Agent

Job Description
We are seeking a passionate and customer-focused Guest Services Agent to join our friendly Front Office team at Crowne Plaza Sydney Macquarie Park. Conveniently located just minutes from Macquarie Park Metro Station, our hotel welcomes a diverse mix of business and leisure travellers. As the first point of contact, you will play a key role in creating memorable guest experiences and delivering exceptional service from arrival to departure. Summary: As a Guest Services Agent, you will be responsible for providing exceptional customer service and ensuring a positive experience for all guests. This role requires excellent communication skills, attention to detail, and the ability to handle various tasks simultaneously. You will be the first point of contact for guests and must maintain a professional and friendly demeanor at all times.

Responsibilities:
- Greet and welcome guests upon arrival, ensuring a warm and friendly atmosphere.
- Assist guests with check-in and check-out procedures with accuracy and efficiency.
- Handle guest inquiries, requests, and complaints promptly and professionally.
- Provide information about the facility, amenities, and local attractions to enhance the guest experience.
- Coordinate and manage guest reservations, provide timely updates.
- Maintain a clean and organized front desk area, including the lobby and reception area.
- Collaborate with other departments to ensure seamless guest services and resolve any issues that may arise.
- Process payments and maintain accurate records of financial transactions.
- Uphold company policies and procedures to ensure guest satisfaction and safety.
- Continuously strive to improve guest services by seeking feedback and implementing necessary changes.

Qualifications:




- High school diploma or equivalent; additional education in hospitality or related field is a plus.
- Proven experience in a hospitality setting, preferably in Front Office department.
- Excellent verbal and written communication skills.
- Proficient in using computer systems and software, including reservation and payment systems.
- Flexibility to work various shifts, including weekends and holidays. Join a purpose-driven organisation and work in a welcoming hotel environment where your contribution supports positive outcomes for the community.
- Located on Gadigal Country, Sydney
- Site-based role at Song Hotel
- Casual employment
- $27.08 per hour plus 25% casual loading and superannuation (Hospitality Award, Level 2, Front Office Grade 1)
- Access to salary packaging benefits of up to $18,550 per year, helping increase your take-home pay A hotel with purpose. A role with heart. Do you thrive on creating welcoming, memorable experiences for every guest you meet? Join us and deliver exceptional guest experiences every day. Our Guest Services team is the welcoming face of Song Hotel, helping every guest feel supported, included and valued from check in to check out. You’ll bring confidence and calm to each interaction, handling bookings, payments and guest enquiries with care. You’ll stay steady under pressure, solve problems quickly and help create a safe, positive experience for everyone who walks through the doors.



You’ll also be part of a hotel that operates on a profit for purpose model, supporting YWCA’s mission to advance gender equality, so your everyday work has a real social impact. Learn more about YWCA here and Song Hotel here . You’ll be a excellent fit if you:
- bring experience in hospitality, customer service or a related field
- value meaningful work in a hotel with purpose
- enjoy a supportive, values led culture
- like working locally in community To learn more about this role, please see the position description linked. Don’t meet every single requirement? At YWCA Australia we are dedicated to building a diverse, inclusive and authentic workplace. If this role speaks to you but your past experience doesn’t align perfectly, we encourage you to apply anyway. Questions? If you have questions about this opportunity please contact Ibrahim, Duty Manager
- E: & P: . Why The Y? At YWCA Australia, our culture
- The Y Way
- is grounded in intersectional feminism and guided by our values: Striving for Equality, Acting from the Heart and Working Better Together. Our latest culture survey shows that YWCA is a great place to work:96% of our people feel supported by their team, 95% see our values lived through leadership, and 93% would recommend working here. Applications close at the end of the day on24 November 2026. We’re excited to find the right fit and will be reviewing applications as they come in. Submit yours early for priority consideration, as the role may close before the advertised deadline. We are committed to building a diverse, inclusive, and equitable workforce. We welcome applications from Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, people with disa

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