Groups Coordinator

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.

Are you commercially minded, highly organised and naturally confident with customers? Join Crystalbrook Collection in Cairns as our Groups Coordinator, supporting our Sales team to convert group enquiries into confirmed business across our hotels.

This is a great opportunity for someone with experience in hotel sales, reservations, revenue, groups or commercial hotel operations who enjoys pace, detail, customer connection and the satisfaction of seeing enquiries turn into revenue.

The Opportunity

As Groups Coordinator, you will be responsible for managing incoming group enquiries with accuracy, pace and commercial confidence. You will prepare tailored quotations, support pricing and commercial strategy, maintain strong follow-up discipline and ensure all customer and enquiry information is accurately captured in our CRM.

Working closely with Sales Account Managers, Revenue, Food and Beverage and our CSC Groups Team, you will play an important role in delivering a seamless customer journey from enquiry through to confirmed booking and handover.

What you will be doing

• Respond to incoming group enquiries in a timely, professional and engaging way
• Prepare tailored and competitive proposals including rates, inventory, terms, deposits and cancellation conditions
• Work with Revenue to ensure quotes align with demand periods, pricing strategy and commercial opportunity
• Collaborate with Sales Account Managers to support key account activity and customer relationships
• Identify opportunities to elevate the guest experience through catering, upgrades, experiences and value-add options
• Follow up issued quotes with discipline and confidence to support strong conversion outcomes
• Maintain accurate CRM records, enquiry status updates and customer information
• Provide clear handover notes to the CSC Groups Team for confirmed bookings
• Support monthly reporting on enquiry volume, conversion, revenue secured and materialisation performance

About you

You will bring a strong customer focus, great attention to detail and the ability to manage multiple enquiries, priorities and deadlines at the same time. You communicate warmly and professionally, enjoy working across departments and have the commercial confidence to balance customer needs with revenue opportunity.

You will also have:

• Experience in hotel sales, reservations, revenue or a similar commercial hotel environment
• Excellent written and verbal communication skills
• Confidence engaging with customers, agents and partners by phone and email
• Strong organisation, accuracy and follow-up discipline
• Proficiency in Microsoft 365
• Experience using Opera PMS or Opera Cloud
• A proactive, intuitive and solutions-focused approach

Experience with CRM systems, group bookings, MICE, corporate business or hotel commercial technology would be highly regarded.

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.