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 six 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, along with ambitions for further expansion both in Australia and Internationally.
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 plays a vital role in supporting a portfolio of seven distinctive hotels across Australia, where individuality is celebrated and exceptional service is non-negotiable.
This team is responsible for delivering seamless, personalised booking experiences for guests contacting us via inbound phone calls, email and webchat. Using best-in-class service, communication and negotiation skills, you will convert enquiries into bookings while strengthening customer engagement and loyalty.
Key Responsibilities:
* Efficiently and accurately manage hotel reservations across multiple channels
* Process individual and group bookings, special requests and payment schedules with precision
* Engage in meaningful, service-led conversations that enhance the guest experience
* Proactively identify opportunities for upgrades and additional sales
* Maintain accurate records while managing multiple systems and priorities
Skills and experience:
We are looking for a friendly, customer-focused professional with excellent communication and interpersonal skills. Ideally, you will bring experience from hotel operations or reservations and enjoy working in a fast-paced, detail-driven environment.
You'll also demonstrate:
* Availability Monday to Friday (full-time), with occasional weekend support
* A collaborative mindset and the ability to thrive in a team environment
* Experience navigating multiple and complex booking or IT systems
* Strong organisational skills and exceptional attention to detail
* A sense of urgency with the ability to prioritise and stay in control of daily tasks
* Previous sales-based customer service experience (highly regarded)
If you are seeking a vibrant workplace with genuine opportunities to grow your career in hotels, we would love to hear from you.
Why Join us:
You'll work alongside passionate, supportive people in a collaborative and agile environment. At Crystalbrook Collection we are proud to offer industry-leading benefits that support your lifestyle, wellbeing and career, including:
* 50% food and beverage discounts across all Crystalbrook restaurants and bars
* $99 room rates plus generous friends and family accommodation discounts
* Enhanced parental leave and lifestyle benefits
* A strong commitment to sustainability and responsible luxury
* Access to internal mobility programs and team reward initiatives
* Online learning, training and tailored career development pathways
* A culture built on collaboration, elevating experiences and inclusion
* Limitless career opportunities within a fast-growing, dynamic organisation
* Regular service recognition and team engagement events
We value diversity and inclusion and welcome applicants from all backgrounds. If you require any adjustments throughout the recruitment process, please let us know so we can support you to perform at your best.
As part of our recruitment and compliance process, eligibility documentation, police checks and employment references may be required.
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.