The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations, and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist, and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices.

Our properties across Brisbane, the Gold Coast, and Sydney are world-class, with many award-winning hotels, restaurants, bars, and entertainment venues.

As our Guest Experience Agent, reporting to the Reservations Services Supervisor, you will play a key role in shaping the guest journey from the very first interaction. Through managing reservations, responding to enquiries, and providing tailored accommodation solutions, you will help create seamless and memorable experiences that leave a lasting impression.

This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced contact centre environment and enjoys helping guests find the perfect stay. Your attention to detail, proactive approach, and commitment to service excellence will contribute to positive guest experiences from enquiry through to arrival.

A few of your responsibilities

• Manage inbound and outbound reservation enquiries via phone, email, and online booking platforms.
• Process bookings, amendments, and cancellations accurately and efficiently in line with company policies.
• Provide guests with detailed information on accommodation options, hotel facilities, packages, promotions, and local experiences.
• Deliver exceptional customer service by understanding guest needs and recommending personalised accommodation solutions.
• Collaborate with internal departments to ensure guest requests, preferences, and special requirements are communicated effectively.
• Maintain accurate knowledge of room availability, rates, packages, and property offerings to maximise guest satisfaction and booking opportunities.

What we are looking for

• Previous experience in reservations, contact centres, hospitality, or a similar customer service focused role.
• Strong communication skills and a passion for creating positive and memorable guest experiences.
• Excellent attention to detail, with the capacity to manage large volumes of enquiries accurately and efficiently.
• The ability to manage multiple tasks, prioritise effectively, and maintain a high level of accuracy in a fast-paced environment.
• Experience using customer service, booking, or business systems, with the ability to adapt to new technology.
• A positive attitude, strong work ethic, and alignment with The Star's values and culture.

What we can offer you

• Complimentary meals on-site daily
• Discounted parking and public transport options
• Up to 30% discounts across award-winning restaurants and accommodation
• An inclusive and diverse workplace culture
• Supportive leadership and ongoing career development opportunities
• Mental health and wellbeing services
• Paid Parental leave from Day 1, Secondary Carer’s leave also on offer 
• Opportunity to work with elite professionals and assets 

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture

Each team member is expected to champion The Star’s Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star’s culture.

Our purpose is to create fun at trusted destinations. This commitment involves living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs.

The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2025 PLATNIUM Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It’s your time to SHINE!

Click on the link below to make your next career move with The Star