Luxury Guest Experience Agent

Crystalbrook Collection; Newcastle City Council; Hybrid; AUD 42,000 - 62,000; Full time

Benefits offered by this job

50% F&B discount across Crystalbrook</

$99 room rates and Friends & Family</

Enhanced parental leave

Ongoing learning & career development

Internal mobility & career progression

Team recognition programs

Job summary

Crystalbrook Kingsley in Newcastle seeks a Guest Service Agent to welcome guests warmly from arrival to departure, creating personalised experiences that reflect premium Crystalbrook standards.

You will anticipate needs, provide local guidance, and collaborate with Front Office and other departments to ensure seamless service throughout each guest journey. A strong hospitality background and comfort with hotel systems are essential.

Qualifications

• Exceptional communication and relationship-building skills.
• Natural ability to make guests feel welcomed, recognised and valued.
• Strong problem-solving skills with a guest-first mindset.
• Excellent organisational skills with ability to manage multiple priorities.
• Proactive approach and initiative to anticipate guest needs.
• Calm, professional and solutions-focused in a fast-paced environment.

Responsibilities

• Create a warm, genuine welcome and farewell for every guest.
• Anticipate guest needs and deliver thoughtful service that exceeds expectations.
• Manage arrivals, departures, registrations and guest accounts accurately.
• Provide local knowledge on Newcastle dining, attractions, tours and experiences.
• Handle enquiries and requests with confidence, escalating when required.
• Build meaningful guest relationships by recognising VIPs and returning guests.
• Record guest information to support personalised service throughout the stay.
• Promote hotel facilities, rooms, packages and experiences where appropriate.
• Manage telephone and digital enquiries professionally.
• Collaborate with Housekeeping to maintain room status and smooth arrivals/departures.
• Ensure seamless communication across hotel departments to enhance guest experiences.
• Process daily transactions and cashiering accurately per procedures.
• Assist with tour bookings, luggage handling and concierge-style requests.
• Support valet services and guest vehicle movements as needed.
• Maintain lobby cleanliness and presentation.
• Complete opening, closing and administrative duties to standard.
• Follow security, WHS and operational procedures.

Skills

Communication skills

Guest relationships

Problem solving

Organisational skills

Proactive mindset

Calm under pressure

Attention to detail

Hotel systems proficiency

Collaborative approach

Weekend flexibility

Luxury hospitality experience

Opera Cloud / Salesforce

Driver's licence

Tools

Opera Cloud

Salesforce

Job description

Crystalbrook Kingsley in Newcastle seeks a Guest Service Agent to welcome guests warmly from arrival to departure, creating personalised experiences that reflect premium Crystalbrook standards.

You will anticipate needs, provide local guidance, and collaborate with Front Office and other departments to ensure seamless service throughout each guest journey. A strong hospitality background and comfort with hotel systems are essential.