Are you passionate about people, obsessed with the details and energised by creating memorable moments?
As a Guest Journey Curator at Crystalbrook Kingsley, you will be the architect of seamless guest stays - orchestrating every touchpoint from arrival to farewell, ensuring every guest feels personally valued, every time.
This is more than a front desk role. It is an opportunity to elevate experiences, champion loyalty and bring Crystalbrook Collection's signature spirit of wonder to life in the heart of Newcastle.
What You'll Be Doing
Own the Guest Experience
Deliver smooth, welcoming check-ins and check-outs - with extra sparkle for our VIP and Crowd Members
Anticipate guest needs and turn requests into effortless "Of course" moments
Create personalised surprises - birthdays, special occasions and thoughtful "just because" touches
Be a visible presence in guest spaces, building genuine connections
Resolve guest concerns promptly, professionally and with meaningful follow-up
Capture guest preferences in Opera to ensure future stays feel even more personal
Uphold guest privacy and maintain meticulous profile detail
Command the Room Inventory
Master the room allocation puzzle - matching the right guest to the right space
Coordinate closely with Housekeeping, Reservations and Sales to optimise occupancy
Review out-of-order rooms daily and ensure room status accuracy
Identify over-commitments early and balance inventory for maximum sell-through
Ensure rates align with market codes and document exceptions where required
Support group arrivals with accurate rooming list management
Use Opera Cloud, Salesforce and SevenRooms to keep operations flowing smoothly
Deliver VIP & Loyalty Experiences
Execute Crowd Member perks flawlessly - upgrades, amenities, VIP arrivals and moments of delight
Collaborate with leaders to create standout arrival and recognition experiences
Follow up after departure to ensure every guest feels valued beyond their stay
Review feedback, spot trends and drive impactful improvements with confidence
What You'll Bring
Exceptional communication and a natural ability to connect with people
Strong organisation and confidence juggling competing priorities
Calm professionalism under pressure
A willingness to work across a 7 day roster - including weekends and public holidays
A guest-first mindset with strong problem-solving instincts
Confidence using hotel systems and managing detailed information
A strong understanding of rooms operations and inter-department collaboration
An engaging presence that inspires trust, teamwork and service excellence
Ready to Curate Guest Journeys That Spark Wonder?
Apply now and help us deliver unforgettable experiences — one arrival, one moment, one stay at a time.