Guest Service Agent

Crystalbrook Byron is a 5-star resort nestled in 45-acres of magical subtropical rainforest, just 5 minutes from the hub of energy that is Byron Bay. Our resort is a rainforest retreat and a slice of luxury, all wrapped into an environment that relaxes hearts and reinvigorates minds. Join us in our mission to create a more sustainable and memorable guest 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.

Role Purpose:

We are looking for a truly outstanding Full Time Night Auditor to join our collaborative team at Crystalbrook Byron. Your auditing skills and attention to detail go without saying, as does your passion for people and creating extraordinary guest experiences. You will work effectively in a small team and be the type of person who thrives in a varied position whilst being self-accountable. 

Responsibilities: 

• Assisting the Night Managers in handling emergency situations and incidents at night
• Auditing the current day trading transactions and ensure that they are properly balanced and posted 
• Exceeding guest needs as they occur during the night shift 
• Accurately identifying any discrepancy which exists between revenue and payments 
• Performing security walks throughout the night
• Performing system back-up and maintenance programs and procedures 
• Delivering our Service Excellence guiding principles
• Providing hands-on support in Front Office and other outlets across the hotel as needed
• Assist in setting the day shift for success

Skills and Experience:

Your many talents will include:

• A love of crunching numbers 
• Basic knowledge of accounting principles 
• Understanding of PMS (Opera preferred)
• Proficient in Outlook, Word and Excel
• Previous experience working at night 
• Previous experience in working within a Hotel environment 
• Common sense approach
• A calm approach in challenging and emergency situations 
• Full Time role, offering an hourly salary with penalty rates (possible weekends)

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.