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: 

As a Guest Service Agent, you will be the welcoming face of the hotel - ensuring every arrival and departure feels seamless, memorable and full of warmth. You will handle guest check-ins and check-outs with precision and care, respond to requests with efficiency and positivity, and share your local knowledge to help guests make the most of their stay in beautiful Cairns. This is a varied, people-focused role suited to someone who loves connecting with others, and thrives in a collaborative, fast-paced environment. 

This is a full-time position across a 7-day roster. Unfortunately, we are unable to consider individuals holding short-term or student Visa's for this position.

The Talent: 

We welcome candidates with previous guest service experience (hotel experience is a real advantage), who have a passion for interacting with people and an empathic ability to anticipate our guests' needs.  

• Strong computer literacy, with experience using Opera PMS highly regarded
• Exceptional attention to detail and pride in delivering seamless guest experiences
• Local knowledge of Cairns and the surrounding region to assist guests with genuine recommendations
• Flexibility to work across a rotating 7-day roster, including evenings and nights
• A motivated, guest-focused approach with a natural passion for hospitality
• A positive, 'can-do' attitude and willingness to support your team wherever needed

Why Us:

You will work alongside exceptional people in a supportive, collaborative and agile 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.