Guest Service Agent

Crystalbrook Albion is a devastatingly alluring 32 room boutique luxury hotel on Albion St Surry Hills, close to the Central train line and light rail stations. Our team is small, friendly and supportive of each other.  

At Crystalbrook Collection, we do things differently. Driven by our mission to harness the spirit of wonder, we embrace responsible luxury with positivity, creativity, and fun, delivering locally unique hospitality experiences for our community. We're not just another hotel group — we're a bold, sustainably minded collection that puts people and place at the heart of everything we do. Guided by our values — We are Customer Obsessed, We are Collaborators, and We are Courageous — we’re passionate about creating extraordinary guest experiences and shaping a new era of hospitality.

The Role:

Reporting to the Front Office Manager, you will understand the importance of exceptional customer service and be able to anticipate the various needs of our guests. You will meet and greet, check in and assist in ensuring each guest has the most fabulous experience with us. Answering queries and supporting arrivals to enhance their Crystalbrook experience is all part of a day's work for us,

You will curate the hotel experience for our guests by:

• Anticipating and attending to guest queries
• Welcoming our guests and checking them in and out with efficiency
• Processing daily guest transactions and accounts accurately
• Collaborating with other departments to ensure our hotel rooms are amazingly prepared for our arriving guests
• Happily working to rotating rosters across a 7-day week 

About You:

Your talents will include:

• Previous customer service experience in a hotel environment 
• A logical, common-sense approach to resolving concerns
• An empathic ability to anticipate our guests' needs
• Proficient in computer applications (Opera PMS an advantage)
• Attention to detail, particularly when handling guest requests and cashiering
• Familiar with Sydney, including knowledge of the local sites and sounds. 
• Be available for a minimum of 6 months
• Demonstrated 'can-do' approach to your duties and a willingness to help our team succeed

The Benefits:

You will work with exceptional people in a supportive, diverse and passionate environment and this is a vital position within our team at Crystalbrook Collection. You will enjoy a flexible range of benefits that include: 

• A market leading 50% F&B discount across all Venues 
• $99 Room rates and a generous friends and family discount 
• Lifestyle benefits including extra leave and earth advocacy days 
• Green future - we are committed to enhanced sustainability practices   
• Dedicated Internal Mobility Programme and reward scheme  
• Online learning, career enhancement and development plans 
• Personalised employee support network  
• Regular service recognition and team events 

Crystalbrook Collection is an award-winning hotel development and management company, proudly showcasing Australia's newest portfolio of distinctive upscale hotels, restaurants and bars where differences are applauded.  In just six years, we own and manage luxury hotel assets worth over AU$1 billion across NSW and QLD. Our growth trajectory continues with exciting plans for new hotels in Adelaide and Canberra, along with ambitions for further expansion both in Australia and Internationally.  

Our environment is dynamic and entrepreneurial, we are focused on crafting exceptional customer experiences that reflect the individuality of people within each of our locations.    We are passionate advocates for equality and diversity and welcome individuals to apply through the link provided - we look forward to hearing from you!