Guest Service Agent

About Crystalbrook Kingsley

Crystalbrook Kingsley has reimagined Newcastle's former Council Administration Centre into a sophisticated five-star hotel featuring 130 rooms, a signature rooftop bar and restaurant, a lobby bar, café, and two private meeting spaces. Located close to cultural landmarks including City Hall Civic Theatre, Newcastle Art Gallery, and the War Memorial, Kingsley is deeply connected to the local community.

Crystalbrook Collection is a hospitality group that prioritizes responsible luxury combined with creativity, positivity, and community focus. They emphasize unique and local hospitality experiences while embracing values of customer obsession, collaboration, and courage to deliver memorable stays.

Role Purpose

As a Guest Service Agent, you will enhance the guest experience by anticipating and responding to guest needs, efficiently managing check-ins and check-outs, accurately processing daily transactions, coordinating with departments to prepare rooms, and working flexible rosters between 7am and 11pm over seven days.

Key Responsibilities

• Proactively address guest inquiries and requests.
• Manage the check-in and check-out processes with friendliness and professionalism.
• Accurately handle guest billing and daily transactions.
• Coordinate with various hotel departments to ensure room readiness.
• Participate in varied shifts spanning early mornings to late evenings throughout the week.

Skills and Experience

• Prior experience in guest services; hotel background is advantageous.
• Strong practical reasoning to effectively resolve guest issues.
• The ability to empathetically anticipate guests' requirements.
• Competency with computer systems; familiarity with Opera PMS is a plus.
• Possession of a manual driver's license.
• Knowledge of Newcastle and the Hunter region.
• A proactive, positive attitude towards responsibilities.

Why Choose Us

• Enjoy a 50% discount on food and beverages at all Crystalbrook dining venues.
• Access to room rates as low as $99, plus generous friends and family discounts.
• Benefit from enhanced parental leave and lifestyle advantages.
• Join a company committed to sustainable practices and a greener future.
• Engage in an internal mobility program and team reward initiatives.
• Opportunities for online learning and customized career progression.
• Work within a diverse, collaborative culture focused on elevating experiences.
• Explore unlimited career growth in a rapidly growing, dynamic organization.
• Participate in regular events recognizing service and fostering team spirit.

Additional Information

Diversity and inclusion are highly valued; accommodations during recruitment can be provided upon request. Appointment is contingent on provision of eligibility documents, police checks, and employment references as part of the hiring process.

Crystalbrook Collection is an award-winning hotel chain managing a portfolio of upscale hotels, restaurants, and bars valued above AU$1 billion, with plans for expansion into Adelaide and Canberra by 2026 and beyond.