Guest Service Agent

Always living in the moment, Crystalbrook Riley is a five-star hotel in Cairns, where luxury meets stunning elegance. We are locally integrated with an environmentally conscious approach, and we embrace a love for art with contemporary design, sophisticated entertainment, luxury accommodation, radical events and stunning dining experiences. 

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.

Role Purpose:

Are you passionate about connecting with guests and working in a beautiful 5-star hotel? We have the opportunity to welcome a Guest Service Agent to Crystalbrook Riley.

Unleash your positivity and embrace the opportunities that come with connecting with our visitors and guests in a resort environment. We are looking for a forward-thinking people-person who is able to work within a team environment all working to elevate our guest experience to new heights.

Responsibilities:

• Create a warm, engaging and memorable welcome for every guest from arrival through to departure
• Deliver seamless check-in and check-out experiences while ensuring every interaction feels personal and considered
• Build genuine connections with guests, anticipating their needs and looking for opportunities to elevate their stay
• Assist with guest enquiries, recommendations, bookings and requests with confidence and care.
• Look beyond the transaction to find thoughtful ways to surprise, delight and create a genuine Spirit of Wonder
• Respond positively to guest feedback and take ownership of service recovery opportunities
• Maintain strong knowledge of the hotel, its facilities, experiences and the local destination
• Work collaboratively across all departments to create a seamless guest journey
• Contribute to a positive, collaborative and energetic Front Office environment.

Skills and experience:

This position offers part time hours across a 7-day roster. We welcome candidates with previous hotel guest service experience and have a passion for interacting with people and an empathic ability to anticipate our guests' needs.  

Your talents will include: 

• Proficient computer skills (Opera Cloud experience would be beneficial)  
• You will have a strong attention to detail  
• You are familiar with Cairns and the wider region 
• An availability to work across a 7-day roster - evenings and night included  
• You will be motivated to provide the best guest experience possible   
• You demonstrate a 'can-do' approach to your duties 

Unfortunately, we are unable to consider individuals holding short term or student Visa's for this position.

Why Us:

You will work alongside exceptional people in a supportive, collaborative and agile environment. We are proud to offer a range of industry-leading benefits that support your lifestyle, career and wellbeing including:

• 50% F&B discount across all Crystalbrook restaurants and bars
• $99 room rates and a generous friends and family discount
• Enhanced parental Leave and lifestyle benefits
• A commitment to a green future through enhanced sustainability practices
• Access to our internal mobility program and team reward schemes
• Online learning and training with tailored career development pathways 
• A culture of collaboration, elevating experiences and diversity
• Limitless career opportunities in a fast growing, dynamic environment 
• Regular service recognition and team engagement events 

We value diversity and inclusion, welcoming people of all backgrounds. If you need adjustments during the recruitment process, let us know so we can support you to perform at your best.

As part of our recruitment and compliance process, we may request eligibility documents, police checks and employment references. 

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 seven 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 during 2026 and continued ambitions for further expansion both domestically and internationally.