Guest Service Agent

Crystalbrook; Newcastle City Council; On-site; AUD 42,000 - 60,000; Full time

Benefits offered by this job

50% F&B discount

Staff room rates

Friends & Family discounts

Enhanced parental leave

Career development

Internal mobility

Team recognition

Sustainability & Diversity

Job summary

Crystalbrook Kingsley in Newcastle is seeking a Guest Service Agent to be a face of our five-star hotel, delivering warm, personalised stays from arrival to departure.

You will anticipate guest needs, provide local knowledge, manage enquiries and ensure service reflects our premium standards. Work closely with Front Office, Housekeeping and F&B to create seamless guest journeys.

Qualifications

• Natural hospitality professional with passion for guest experiences.
• Excellent communication and relationship-building skills.
• Ability to anticipate needs and provide thoughtful service.
• Experience with hotel systems and guest information is a plus.

Responsibilities

• Create a warm, personalised welcome and farewell for every guest.
• Anticipate guest needs and deliver thoughtful service.
• Manage arrivals, departures, registrations and guest accounts accurately.
• Provide local knowledge on Newcastle dining, attractions and experiences.
• Handle enquiries and requests with confidence; escalate when needed.
• Recognise VIPs and returning guests to build relationships.
• Record guest information to support personalised service.
• Promote hotel facilities, rooms, packages and experiences.
• Manage telephone and digital enquiries professionally.
• Coordinate with Housekeeping for smooth arrivals and departures.
• Collaborate with all departments for seamless guest experiences.
• Process daily transactions and cashiering per hotel procedures.
• Assist guests with tours, luggage, and concierge-style requests.
• Support valet services and guest vehicle movements when required.
• Maintain lobby cleanliness and presentation.
• Complete opening, closing and administrative duties to standard.
• Follow security, fire, WHS and operational procedures.
• Lead by example to foster a customer-obsessed culture.

Skills

Exceptional communication

Relationship-building

Guest-focused

Problem-solving

Organisational skills

Initiative

Calm under pressure

Attention to detail

Tech-savvy with hotel systems

Team collaboration

Flexibility to roster

Luxury hospitality experience

Job description

Crystalbrook Kingsley is Newcastle's iconic five-star hotel, where heritage architecture meets contemporary luxury. Home to the award-winning Roundhouse rooftop restaurant and bar, Kingsley offers exceptional hospitality in the heart of Newcastle's vibrant cultural precinct.

At the heart of every exceptional stay is a team that knows how to make guests feel genuinely welcomed, recognised and cared for. As a Guest Service Agent, you'll be one of the first and last faces our guests experience, creating personalised moments and ensuring every stay reflects the warmth, sophistication and spirit of Crystalbrook Kingsley.

Crystalbrook Kingsley is Newcastle's iconic five-star hotel, where heritage architecture meets contemporary luxury. Home to the award-winning Roundhouse rooftop restaurant and bar, Kingsley offers exceptional hospitality in the heart of Newcastle's vibrant cultural precinct.

At the heart of every exceptional stay is a team that knows how to make guests feel genuinely welcomed, recognised and cared for. As a Guest Service Agent, you'll be one of the first and last faces our guests experience, creating personalised moments and ensuring every stay reflects the warmth, sophistication and spirit of Crystalbrook Kingsley.

Role Purpose

As a Guest Service Agent, you'll be at the heart of the guest experience, creating warm, personalised and memorable stays from arrival through to departure.

You'll anticipate guest needs, provide local knowledge, manage enquiries and requests, and ensure every interaction reflects the premium standards of Crystalbrook Collection. From welcoming a first-time visitor to recognising a returning guest, you'll have the opportunity to create genuine connections and moments that guests remember.

Working closely with Front Office, Housekeeping, Food & Beverage and the wider hotel team, you'll ensure seamless communication and service throughout every guest journey.

Responsibilities

You will be responsible for:

• Creating a warm, genuine and personalised welcome and farewell for every guest.
• Anticipating guest needs and delivering thoughtful service that exceeds expectations.
• Managing arrivals, departures, room registrations and guest accounts accurately and efficiently.
• Providing knowledgeable recommendations about Newcastle, including local dining, attractions, tours and unique experiences.
• Handling guest enquiries and requests with confidence, finding solutions and escalating matters appropriately when required.
• Building meaningful guest relationships by recognising VIPs, returning guests and individual preferences.
• Recording relevant guest information to support personalised service throughout their stay.
• Promoting and selling hotel facilities, rooms, packages and experiences where appropriate.
• Managing telephone and digital enquiries professionally and efficiently.
• Working closely with Housekeeping to maintain accurate room status and ensure smooth arrivals and departures.
• Collaborating with all hotel departments to ensure seamless communication and exceptional guest experiences.
• Processing daily transactions and cashiering responsibilities accurately in accordance with hotel procedures.
• Assisting guests with tour bookings, luggage collection and delivery, and other concierge-style requests.
• Supporting valet services and guest vehicle movements when required.
• Maintaining the cleanliness and presentation of the lobby and guest arrival areas.
• Completing all opening, closing and administrative duties to the required standard.
• Following all hotel security, fire, emergency, WHS and operational procedures.
• Leading by example to create a positive, collaborative and Customer Obsessed culture.

Skills & Experience

We're looking for a naturally engaging hospitality professional who loves connecting with people and has a genuine passion for creating exceptional guest experiences.

You’ll bring:

• Exceptional communication and relationship-building skills.
• A natural ability to make guests feel welcomed, recognised and valued.
• Strong problem-solving skills and a genuine guest-first mindset.
• Excellent organisational skills and the ability to confidently manage multiple priorities.
• A proactive approach with the confidence to anticipate guest needs and use initiative.
• The ability to remain calm, professional and solutions-focused in a fast-paced environment.
• Strong attention to detail and a commitment to delivering consistently high standards.
• Confidence working with hotel systems, technology and guest information.
• A collaborative approach and the ability to build strong relationships across all hotel departments.
• Flexibility to work across a seven-day roster, including weekends and public holidays.
• Previous experience in luxury hotels or hospitality is desirable.
• Experience with Opera Cloud and/or Salesforce is advantageous.
• A current driver’s licence is desirable.

Why Join Us?

Be the Face of Crystalbrook Kingsley

As one of the first and last people our guests see, you'll have the opportunity to create genuine connections and memorable moments every day. No two guests are the same, and you'll use your personality, local knowledge and hospitality skills to make every stay feel personal.

Discover Newcastle with Our Guests

Work in the heart of Newcastle and become an expert in everything our city has to offer. From local dining and cultural experiences to Newcastle's coastline, beaches and iconic landmarks, you'll help guests discover what makes our city special.

Build Your Career with Crystalbrook Collection

Be part of one of Australia's fastest-growing luxury hospitality groups. With exciting expansion plans across the country, you'll have genuine opportunities to develop your skills and progress your career at Kingsley or across our growing national portfolio.

You will also enjoy 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 generous Friends & Family accommodation discounts.
• Enhanced parental leave and lifestyle benefits.
• Ongoing learning and tailored career development opportunities.
• Internal mobility and career progression across our growing portfolio.
• Team recognition programs and regular engagement events.
• A workplace committed to sustainability, collaboration and diversity.

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.

At Crystalbrook Collection, we're doing hospitality differently. Guided by our values of being Customer Obsessed, Collaborative and Courageous, we're creating extraordinary guest experiences while providing our people with meaningful careers, genuine opportunities for growth and the chance to make a lasting impact.