Front Office Supervisor

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.

Role Purpose:

Reporting to the Front Office Manager, you understand the guest experience is everything and Front Office systems and processes are as familiar as the back of your hand. You are ready to flourish and you take the lead in situations that arise to ensure an incredible stay for our guests while supporting our team of Guest Service Agents.

Responsibilities:

You will collaborate with our guests by:

• Drive guest satisfaction across all outlets empowering our Collaborators to provide service beyond customers’ expectations.
• Foster a culture of innovation and breaking the norm.
• Supervising, developing, and inspiring our front office Guest Service Agents.
• Oversee the efficient daily operation of the front desk.
• Greeting, assisting and naturally wowing guests of the hotel.
• Ensure on-job department training is part of the everyday to meet our high service standard.
• Positively communicate and coordinate with all departments of the hotel.

Skills and experience:

• Considerable experience working in front office roles in a luxury hotel environment
• Previous experience in a similar position preferred, but not essential
• Great attention to detail, being one step ahead of guests needs
• Professional, friendly and confident communication skills. 
• Experience Using Opera Cloud preferred
• Knowledge of Microsoft Office, Microsoft Word, Excel
• Availability to work a 7-day overnight roster, including weekends and public holidays

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.