Customer Service Agent – Luxury Hotel Front Office

About the role

Join Sofitel Sydney Wentworth’s One Touch team as a Customer Service Agent, delivering seamless luxury service from pre‑arrival through post‑stay. You will be the central point of contact for guests, coordinating requests with all hotel departments and ensuring memorable experiences.

Key responsibilities

• Provide exceptional guest service, handling enquiries and requests promptly and professionally.
• Manage guest accounts, reservations, billing, and cashiering accurately using Opera PMS.
• Act as the communication hub, coordinating calls, messages, wake‑up services, and guest requests with relevant departments.
• Support Front Office operations including arrivals, departures, VIP and group guest management, courtesy calls, and shift handovers.
• Promote hotel facilities and experiences through confident upselling and product knowledge.
• Assist with administrative and operational tasks and contribute to service‑excellence initiatives.

Required profile

• Previous Front Office experience in a hotel or hospitality environment (highly desirable).
• Proficiency with Opera PMS or similar property‑management systems.
• Strong problem‑solving abilities and calmness under pressure, especially during peak periods.
• Excellent attention to detail and accuracy in managing guest accounts and billing.

Required skills

• Opera PMS

What we offer

• Global discounts on accommodation, dining and bars across 100+ Accor hotels.
• Generous leave entitlements, including birthday leave and up to 12 weeks parental leave.
• 30% team‑member dining discount at signature venues.
• Career development and learning opportunities within a luxury hospitality brand.
• On‑site perks such as laundered uniforms, complimentary dry cleaning, $2 barista coffee, $5 staff lunch buffet, and discounted city parking.
• Complimentary hotel stay package to celebrate work anniversaries.