Guest Experience Representative FT - YHA Central Reservations - Start Immediately

About Us:

YHA Australia offers unique, affordable, and sustainable accommodation across Australia. We are a for-purpose, membership-based organisation and have provided curious travellers with quality short-stay accommodation for over 80 years. Our mission is to help create a more open and accommodating world where life flourishes. 

Located at the award-winning Sydney Central YHA adjacent to Sydney’s Central Station, the newly formed Central Reservations Team is responsible for being the first point of contact for guest enquiries and group reservations across YHA’s network of hostels. 

YHA is seeking an experienced Guest Experience Representative full-time. The role provides you with the opportunity to be part of a fun team and provide exceptional service to our guests.  Training is provided and the opportunity to be part of an established and loved international brand is all part of the deal! 

What your day will look like?

• 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.

What are we looking for?

• Out-of-this world communication skills – both written and verbal
• Killer attention to detail
• The ability to learn quickly, creatively solve problems, and think on their feet.
• A passion for providing YHA’s customers with the best experience we can offer.
• Flexible availability 24/7 roster including nights, weekends and public holidays
• A positive, proactive person with creativity, great ideas, and a sense of fun!

What’s in it for you?

• Candidate Referral Program
• Access to our Employee Assistance Program
• Yearly social events to the snowy mountains and other locations for team building
• Internal up-skilling training from our Learning & Development team
• Mental health wellbeing such as an employee assistance program
• Access to additional benefits and discounts as part of YHA’s national network
• Allow employees at YHA to celebrate culturally significant holidays that are unique to their cultural and personal beliefs.

Our Culture:
At YHA, you can expect to be treated with dignity and respect. We’re committed to creating a diverse and inclusive workplace environment.

• Gender Balance – empowering our people to access and enjoy the same opportunities to build great careers at YHA, regardless of gender or gender identity.
• Indigenous Australians – provide more opportunities for Aboriginal and/or Torres Strait Islander peoples, organisations, communities, and customers to engage with our business.
• Accessibility – improving the accessibility (physical or otherwise) of our properties, workplaces and digital platforms for team members, contractors, and guests with a disability.
• Flexible Working – supporting and empowering our people to balance their work and life commitments through a flexible working culture; and
• Pride – enabling our LGBTQIA+ community to be their authentic selves and grow at YHA

 We encourage Aboriginal and Torres Strait Islanders to apply.