Guest Service Agent - Journey Curator

Are you passionate about people, obsessed with the details and energised by creating memorable moments?

As a Guest Journey Curator at Crystalbrook Kingsley, you will be the architect of seamless guest stays - orchestrating every touchpoint from arrival to farewell, ensuring every guest feels personally valued, every time.

This is more than a front desk role. It is an opportunity to elevate experiences, champion loyalty and bring Crystalbrook Collection’s signature spirit of wonder to life in the heart of Newcastle.

What You’ll Be Doing

Own the Guest Experience

• Deliver smooth, welcoming check-ins and check-outs - with extra sparkle for our VIP and Crowd Members
• Anticipate guest needs and turn requests into effortless “Of course!” moments
• Create personalised surprises - birthdays, special occasions and thoughtful “just because” touches
• Be a visible presence in guest spaces, building genuine connections
• Resolve guest concerns promptly, professionally and with meaningful follow-up
• Capture guest preferences in Opera to ensure future stays feel even more personal
• Uphold guest privacy and maintain meticulous profile detail

Command the Room Inventory

• Master the room allocation puzzle - matching the right guest to the right space
• Coordinate closely with Housekeeping, Reservations and Sales to optimise occupancy
• Review out-of-order rooms daily and ensure room status accuracy
• Identify over-commitments early and balance inventory for maximum sell-through
• Ensure rates align with market codes and document exceptions where required
• Support group arrivals with accurate rooming list management
• Use Opera Cloud, Salesforce and SevenRooms to keep operations flowing smoothly

Deliver VIP & Loyalty Experiences

• Execute Crowd Member perks flawlessly - upgrades, amenities, VIP arrivals and moments of delight
• Collaborate with leaders to create standout arrival and recognition experiences
• Follow up after departure to ensure every guest feels valued beyond their stay
• Review feedback, spot trends and drive impactful improvements with confidence

What You’ll Bring

• Exceptional communication and a natural ability to connect with people
• Strong organisation and confidence juggling competing priorities
• Calm professionalism under pressure
• A willingness to work across a 7 day roster - including weekends and public holidays
• A guest-first mindset with strong problem-solving instincts
• Confidence using hotel systems and managing detailed information
• A strong understanding of rooms operations and inter-department collaboration
• An engaging presence that inspires trust, teamwork and service excellence

Ready to Curate Guest Journeys That Spark Wonder?

Apply now and help us deliver unforgettable experiences — one arrival, one moment, one stay at a time.