Guest Service Agent

Crystalbrook Collection; Cairns Regional; Hybrid; AUD 30,000 - 41,000; Part time

Benefits offered by this job

50% F&B discount across Crystalbrookd

$99 room rates and friends & family

Enhanced parental leave

Sustainable luxury practices

Internal mobility program

Online learning and training

Collaborative, diverse culture

Career development pathways

Team recognition events

Job summary

Crystalbrook Riley is seeking a Guest Service Agent for a permanent, part-time role (24–38 hours per week). You will be at the heart of guest experiences, handling check-ins/outs, requests, and local knowledge with warmth and professionalism.

Training and growth opportunities are offered in a supportive hospitality culture. You will bring strong computer skills, a detail‑oriented, proactive mindset, and availability across a 7-day roster including evenings and overnight shifts.

Qualifications

• Strong computer skills and comfort with hotel software; Opera PMS experience is an advantage.
• Excellent attention to detail and a calm, organised approach.
• Local knowledge of Cairns and the surrounding region, or willingness to learn.

Responsibilities

• Create welcoming first impressions and ensure seamless arrivals and departures for guests.
• Manage check-ins and check-outs with confidence and care.
• Respond to guest requests and share local Cairns knowledge.
• Report to the Front Office Manager and work as part of the Front Office team.

Skills

Strong computer skills

Opera PMS experience

Local Cairns knowledge

Roster flexibility

Guest-centric service

Tools

Opera PMS

Job description

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:

Join the Front Office team at Crystalbrook Riley, 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. Reporting to the Front Office Manager, this is a varied, people-focused role suited to someone who enjoys connecting with others and takes pride in great service.

This role is offered on a permanent, part-time basis, with an expected 24-38 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,organisedapproach
• 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.