Guest Service Agent

Crystalbrook-Bailey; Cairns Regional; Hybrid; AUD 30,000 - 39,000; Part time

Benefits offered by this job

50% F&B discount across Crystalbrook休

Room rates and friends & family rates

Enhanced parental leave

Mobility program

Online learning and career development

Team rewards and engagement

Diversity and inclusion

Job summary

Crystalbrook Bailey is seeking a part-time Guest Service Agent to warmly welcome guests, manage check-ins/check-outs and help create memorable stays in Cairns.

Join a modern, design-forward property with a focus on sustainable luxury, and enjoy rotating shifts across a 7-day roster, including evenings, in a supportive team.

Qualifications

• Previous guest services or hospitality experience preferred.
• Warm, professional and attentive with strong interpersonal skills.
• Able to work across a rotating 7-day roster, including evenings.

Responsibilities

• Manage check-ins and check-outs with care and efficiency.
• Respond to guest requests and share local knowledge.
• Deliver outstanding service in a fast-paced, collaborative team.

Skills

Guest services

Hospitality

Communication

Problem solving

Tools

Opera PMS

Job description

Crystalbrook Collection is a bold and sustainably minded hotel group redefining luxury hospitality in Australia.

Driven by our spirit of wonder, we create locally unique hotels, restaurants and guest experiences that reflect the character of their place and the personality of our people. We believe luxury should feel considered, creative and responsible, with experiences that leave a positive impression on our guests, our collaborators and the communities we are part of.

As our collection continues to grow, including the opening of Crystalbrook Sam in Adelaide at the end of 2026 and Crystalbrook Aurora in Canberra in early 2027, we are entering an exciting new chapter.

Guided by our values — We are Customer Obsessed, We are Collaborators and We are Courageous — we are building more than hotels. We are building careers, experiences and a new standard of hospitality.

Crystalbrook Bailey is modern, creative and quietly confident - a hotel with a deep appreciation for art, design and individuality.

Choosing the path less travelled, Crystalbrook Bailey celebrates originality, thoughtful detail and a genuine connection to local culture. This is the kind of place that feels just as at home exploring a gallery, wandering through a local farmers market or discovering something beautifully unexpected.

With a personality shaped by creativity and curiosity, Crystalbrook Bailey offers a distinctive guest experience where contemporary style, considered hospitality and artistic spirit come together.

The Opportunity:

Join the Front Office team at Crystalbrook Bailey, where genuine hospitality meets responsible luxury. 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 fast-paced, collaborative environment.

This role is offered on a part-time basis, with an expected 24-38 hours per week, and flexibility to work across a rotating roster in line with operational needs.

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.

We’re proud to foster a workplace that supports equality, inclusion and accessibility. We welcome applications from all genders, ages, backgrounds, cultures and religions.

If you have a health condition or disability, please let us know early in the recruitment process so we can provide the appropriate support to ensure you can perform at your best.

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