Job Description

The Front Office / Guest Services Supervisor will be responsible for supervising the daily operations of the front desk and guest services team, ensuring smooth check-in, check-out, and guest service processes during each shift. This role involves supporting and coaching front office staff, resolving guest requests and concerns, and working closely with housekeeping and maintenance to maintain our high standards of guest satisfaction.

Responsibilities

• Supervise and coordinate the daily activities of front office and guest services staff during shifts.
• Oversee check-in, check-out, and guest service processes, ensuring accuracy and efficiency at all times.
• Ensure guests receive warm, attentive, and personalized service that reflects our hospitality standards.
• Handle guest requests, feedback, and complaints promptly and professionally, escalating to management where required.
• Assist with reservations, room allocations, and occupancy management during shifts.
• Train, coach, and support new and existing front office staff on service standards and procedures.
• Coordinate closely with housekeeping and maintenance to ensure smooth guest handovers and timely room readiness.
• Maintain accurate guest records, billing, and administrative processes in line with company policy.
• Ensure compliance with WHS, security, and emergency procedures at the front desk and property entry points.
• Assist with rostering and monitoring staff attendance to ensure adequate shift coverage.
• Support VIP guest arrangements, special requests, and group bookings.
• Step in for the Front Office Manager during their absence to maintain smooth front office operations.

Required Qualifications

• Certificate III/IV in Hospitality or a related field is highly regarded but not essential

Required Skills

• Strong understanding of front office operations, reservations systems, and occupancy management.
• Proven ability to lead, motivate, and support a team in a fast-paced, guest-facing environment.
• Excellent communication and interpersonal skills, with a warm, professional, and guest-focused approach.
• Ability to remain calm, organized, and solutions-focused during busy periods or when resolving guest issues.
• Experience with property management systems (PMS) and reservation platforms.
• Sound understanding of WHS, security, and emergency procedures.
• Flexibility to work shifts, including evenings, weekends, and public holidays.
• A genuine passion for hospitality and delivering an exceptional guest experience

Experience Requirements

• Minimum 2–3 years' experience in a front office or guest services role within a hotel or accommodation setting, including some supervisory experience.

Benefits

• Competitive salary of AUD $65,000–$80,000 per annum, commensurate with skills, qualifications and relevant experience. The salary package is negotiable for highly experienced and exceptional candidates.
• Visa sponsorship available for the successful candidate, subject to eligibility and applicable Australian visa requirements.
• Generous annual leave entitlement of 20–28 days, supporting a healthy work-life balance and providing employees with valuable time to recharge.
• Healthcare and health insurance benefits, supporting the health and wellbeing of our team members, subject to applicable employment terms and eligibility.
• Accommodation provided for the successful candidate.
• A supportive and collaborative work environment that values quality, genuine hospitality, teamwork and craftsmanship.
• Ongoing training, mentoring and career development opportunities to support your professional growth and progression within the hospitality industry.
• Staff meals and applicable discounts on accommodation, stays and other services.

Application Closing Date

30 Oct 2026