Posted 9 days ago
Description
Guest Experience Representative (Full-Time)
Central Reservations
11 Rawson Pl, Haymarket NSW 2000, Australia
Who we are
At YHA Australia, we provide affordable, quality accommodation with purpose. We're a B Corp certified social enterprise and we are committed to creating a more open and welcoming world where connections thrive and experiences matter. We believe travel should do more than move you from place to place, it should move you to think differently, live boldly, and protect the world you're exploring.
Our network spans 19 uniquely characterful properties across Australia, from the rooftop views of YHA Sydney Harbour to historic cells at Fremantle Prison to eco-retreats nestled in National Parks.
Next year we’re opening a brand new property; MODE by YHA!
MODE by YHA is designed as a flexible “stay–work–play” environment. It combines hotel‑style comfort with co‑living and co‑working features, aiming to support social connection, creativity, and productivity. It brings together 137 private ensuite rooms, co‑working spaces, a bar and restaurant, an on-site microbrewery and a 10-metre climbing wall, all under one roof.
It’s a big moment for YHA, and as our Guest Experience Representative, you’ll get to be part of it.
The role
We're looking for a bookings specialist to join our Central Reservations Team at YHA Sydney Central (conveniently located near Central Station, multiple bus routes, and the Light Rail Haymarket stop).
As our full time Guest Experience Representative, you'll be the vital link between travellers and our nationwide property network, offering a seamless experience from first enquiry through to ensuring our guests get the best experience YHA has to offer.
What you'll do
Fielding guest enquiries for YHA’s network of hostels via telephone, email, live chat, and other communications systems
Recommending and selling a range of YHA products and services
Accurately processing reservations and transactions in YHA systems
Escalating queries to management or individual sites as appropriate
Working to ensure YHA guests from across the country have a memorable, five-star YHA experience.
Enjoy work-life balance with Monday-Friday hours (a rare find in hospitality!)
What we're looking for
Out-of-this world communication skills, both written and verbal
Experience as a booking agent, travel agent or similar would be ideal
The ability to learn quickly, creatively solve problems, and think on their feet
A positive, proactive person with creativity, great ideas, and a sense of fun!
A person who embodies our values (see below!)
Our Values:
Our Values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.
Collaborate, listen and connect
Care for people and planet
What's in it for you
Travel Perks:Free stays across our network – because we love travel as much as our members do!
Team Adventures:Opportunities to visit other locations for team building and training
Discounts:Access to benefits at various stores and across the YHA network
Growth:Professional development and career opportunities throughout YHA
Cultural Flexibility:Swap standard public holidays for ones that have personal meaning
Wellbeing Support:For you and your immediate family through our Employee Assistance Program
Referral Program:Know someone great? We reward successful candidate referrals
Screening Questions
- Do you have the right to work in Australia without restrictions?
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