Guest Service Agent

Crystalbrook Riley is a five-star luxury hotel in Cairns, where contemporary elegance meets a relaxed, tropical spirit.

Always living in the moment, Crystalbrook Riley brings together striking design, thoughtful luxury and a strong connection to place. With an environmentally conscious approach, a celebration of the contemporary and a passion for elevated guest experiences, Crystalbrook Riley offers sophisticated accommodation, vibrant dining, distinctive events and memorable moments shaped by the energy, colour and spirit of Cairns.

Bold, stylish and effortlessly welcoming, Crystalbrook Riley is more than a hotel. It is a place to connect, celebrate and experience luxury with personality.

The Opportunity:

As a Guest Service Agent, you will be at the heart of the guest experience - creating welcoming first impressions and ensuring every arrival and departure feels seamless, memorable and thoughtfully delivered. 

From managing check-ins and check-outs with confidence and care, to responding to guest requests and sharing local knowledge, you will play a key role in shaping each guest’s stay. This is a varied, people-focused role suited to someone who enjoys connecting with others, takes pride in great service, and thrives in a collaborative environment. 

This is a part-time position, offering approximately 16-24+ hours per week.

The Talent:

We are seeking a Guest Service Agent who brings a genuine passion for people and service. Previous experience in guest services is ideal, however it is not essential. We value attitude, curiosity and a genuine interest in hospitality and tourism, and are proud to support the development of team members who are eager to learn and grow with us. 

You are warm, professional and naturally attentive, with the ability to anticipate guest needs and respond with care and confidence. 

You will bring: 

• Strong computer skills, with experience using Opera PMS considered an advantage 
• Excellent attention to detail and a calm, organised approach 
• Local knowledge of Cairns and the surrounding region, or a willingness to learn 
• Availability to work across a rotating 7-day roster, including evenings and overnight shifts 
• A genuine commitment to delivering outstanding guest experiences 
• A positive, can-do attitude and a proactive approach to your role 

Why Us:  

At Crystalbrook Collection, you will work alongside exceptional people in a supportive, passionate and diverse 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 sustainable luxury practices  
• Access to our internal mobility program and team reward schemes  
• Online learning and training platforms and tailored career development pathways  
• A culture of collaboration, diversity and elevated experiences  
• Limitless career opportunities in a fast-growing, dynamic environment  
• Regular service recognition and team engagement events  

Crystalbrook Collection is an award-winning hotel development and management company, home to one of Australia’s newest portfolios of distinctive upscale hotels, restaurants and bars.

In just eight years, we have grown to own and manage more than AU$1 billion in luxury hotel assets across New South Wales and Queensland, with exciting new hotels planned for Adelaide and Canberra in 2026 and 2027. With continued ambition for growth across Australia and internationally, Crystalbrook Collection is proudly shaping a bold and distinctive future in hospitality..