Guest Service Agent

Overview

Brave, bold, and bursting with energy, Crystalbrook Vincent is a five-star Hotel in Howard Smith Wharves. 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 ROLE:

At Crystalbrook Collection we don’t just welcome guests—we wow them As our Guest Experience Coordinator, you are the magic-maker, the memory-builder, the smiling face guests remember long after check-out. You bring the fun, the flair, and the flawless attention to detail that transforms every stay into something unforgettable.

Unleash your positivity and embrace the opportunities that come with connecting with our visitors and guests within a vibrant inner-city precinct. We are looking for a forward-thinking people-person who can work within a team environment all working to elevate our guest experience to new heights.

Qualifications

Your talents will include:

- You will thrive on showing initiative and will be proactive with ensuring our guest's stay is an elevated experience
- VIPs? You’re their VIP. Handle everything from pre-arrival setup to personal welcomes, amenities, and hotel tours—with care and showmanship
- Be present. Be joyful. Whether you’re greeting guests in the lobby, offering poolside tips, or jumping in to help with bags—your energy is magnetic
- Create ‘wow’ daily. Keep thinking: What’s next? What more? How can we go above and beyond in ways that feel fresh, local, and fun?
- You will be team centric and enjoy working to common goals
- You have previous hotel guest service experience
- With strong IT and process experience - you will have a strong attention to detail and be familiar with Opera (PMS)
- Stay in the know about everything—from hotel happenings to hidden local gems
- An availability to work across a 7-day roster - evenings and night included
- You will be motivated to provide the best guest experience possible

Unfortunately, we are unable to consider individuals holding short term Visa's for this position.

Benefits

You will work with exceptional people in a supportive, diverse and passionate environment and this is a vital position within our team at Crystalbrook Collection. You will enjoy a flexible range of benefits that include:

- A market leading 50% F&B discount across all Venues
- $99 Room rates and a generous friends and family discount
- Lifestyle benefits including extra leave and earth advocacy days
- Green future - we are committed to enhanced sustainability practices
- Dedicated Internal Mobility Programme and reward scheme
- Online learning, career enhancement and development plans
- Personalised employee support network
- Regular service recognition and team 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 are 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 offer the appropriate support and ensure you can perform at your best during interviews.

As part of our recruitment and compliance process, we may request eligibility documents, police checks and employment references.

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