Guest Service Agent

Always living in the moment, Crystalbrook Riley is a five-star hotel in Cairns, where luxury meets stunning elegance. We are locally integrated with an environmentally conscious approach, and we embrace a love for art with contemporary design, sophisticated entertainment, luxury accommodation, radical events and stunning dining experiences.

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.

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. This is a varied, people-focused role suited to someone who enjoys connecting with others, takes pride in great service.

This is a part-time opportunity, offering 16-24+ hours per week across a rotating 7-day roster.

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.

Your talents will include:

• 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, 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.

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.