Job Description

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.

Role Purpose:

Our Reservations Team support our portfolio of eight distinctive hotels in Australia where are differences are applauded. The team are responsible for providing an exceptional experience for customers booking our Hotels via direct inbound telephone calls, emails and webchat all whilst utilising best in class service and negotiations skills to convert sales and improve customer engagement.

Responsibilities:

• Effective and efficient input of all hotel reservations from customers both on and offline
• Accurately processing group and individual bookings, individual requests and payment schedules
• Engaging conversations with our customers enhancing service provision, ensuring upgrades and additional sales

Skills and experience:

We are looking for a friendly, customer service focused person with excellent verbal and written communication, listening and interpersonal skills. Ideally, you will have experience within hotel operations or reservations and possess excellent attention to detail with a sense of urgency to prioritise tasks and remain organised and in control of daily responsibilities. You will demonstrate:

• Availability Monday - Friday (full time) and on occasional weekends
• Demonstrable ability to work collaboratively in an environment promoting success
• Experience in using multiple and complex IT booking systems
• Well organised with an excellent attention to detail
• Previous sales-based customer service experience will be advantageous
• Long term working rights in Australia - this position is unfortunately not available to those on Working Holiday or Student Visas

If you are looking for a vibrant work environment and opportunities to progress your career in the exciting world of hotels, then we would love to hear from you!

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 enhanced sustainability practices
• Access to our internal mobility program and team reward schemes
• Online learning and training with tailored career development pathways
• A culture of collaboration, elevating experiences and diversity
• Limitless career opportunities in a fast growing, dynamic environment
• Regular service recognition and team engagement events

We value diversity and inclusion, welcoming people of all backgrounds. If you need adjustments during the recruitment process, let us know so we can support you to perform at your best.

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

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.