Guest Service Agent

About the role

Crystalbrook Riley is a five-star luxury hotel in Cairns that blends contemporary design with a relaxed tropical atmosphere. Known for its thoughtful approach to luxury, strong sense of place, and environmentally conscious mindset, the property delivers refined accommodation, lively dining, memorable events, and guest experiences influenced by the colour and energy of Cairns.

As a Guest Service Agent, you will be central to the guest journey, ensuring every arrival and departure is handled smoothly and with care. Your day-to-day work will involve managing check-ins and check-outs, assisting guests with requests, and offering helpful local insights to enhance their stay. This is a hands-on, guest-facing position for someone who enjoys working with people, values excellent service, and contributes well in a team setting.

This is a part-time opportunity with approximately 16 to 24+ hours each week.

What you'll do

• Handle guest arrivals and departures in a professional, efficient, and welcoming manner.
• Support guests by responding to requests and delivering practical assistance throughout their stay.
• Share local knowledge about Cairns and the surrounding region when helpful.
• Contribute to a smooth front-desk experience and help create positive first and last impressions.
• Work cooperatively with the wider team to maintain a high standard of guest service.

What we're looking for

The ideal candidate is someone who genuinely enjoys hospitality and working with people. Prior experience in guest services is preferred but not mandatory, as the team values attitude, curiosity, and a willingness to learn just as highly. You should be warm, professional, attentive, and confident in recognising guest needs before they are voiced.

Strong computer literacy is important, and experience with Opera PMS would be an advantage. You’ll need to be detail-focused, well organised, and calm under pressure. A good understanding of Cairns and the surrounding area is useful, though a willingness to build local knowledge is also welcome.

The role requires availability across a rotating 7-day roster, including evening and overnight shifts. A proactive mindset and a positive, can-do approach are essential.

Benefits and culture

• 50% discount on food and beverage across Crystalbrook restaurants and bars.
• Room rates from $99, plus generous discounts for friends and family.
• Enhanced parental leave and lifestyle-focused benefits.
• A commitment to sustainable luxury and environmentally responsible practices.
• Access to internal mobility opportunities and team reward programs.
• Online learning resources, training tools, and personalised career growth pathways.
• A collaborative workplace with a strong focus on diversity and elevated guest experiences.
• Career progression opportunities in a fast-growing and dynamic business.
• Regular recognition for service and team engagement activities.

About Crystalbrook Collection

Crystalbrook Collection is an award-winning hotel development and management group with a growing portfolio of distinctive upscale hotels, restaurants, and bars across Australia. In eight years, the business has expanded to more than AU$1 billion in luxury hotel assets across New South Wales and Queensland, with further hotels planned for Adelaide and Canberra in 2026 and 2027. The company continues to pursue growth in Australia and internationally with a strong and distinctive vision for hospitality.