Front Office Supervisor

1Position overview

The Front Office Supervisor leads daily Front Office operations, ensuring guest satisfaction and smooth coordination across reception and reservations. This role supports Duty Managers and senior leadership while directly supervising Front Office team members.

The Supervisor is responsible for delivering prompt, professional, and personalised guest service while maintaining hotel standards, maximising revenue opportunities, and ensuring compliance with operational policies.

Our Vision is to lead in creating experiences and properties that escape the ordinary.

Our Purpose is to make the day better for ourselves, our colleagues, our customers, and our communities.

We deliver this through our values of Empowerment (we make it happen), Possibilities (we evolve and innovate), and Community (we make the connection).

2Key Accountabilities

Guest Experience & Operations

- Supervise daily Front Office activities, ensuring smooth and efficient operations.
- Provide effective coverage during Duty Manager days off, assuming full responsibilities for the shift and ensuring continuity of operations.
- Act as the primary contact for guest requests, issues, and complaints, resolving or escalating as required.
- Ensure VIPs, groups, and loyalty members receive personalised service and recognition.
- Coordinate with Housekeeping and other departments to ensure room readiness, special requests, and amenities are met.
- Monitor lobby and front-of-house presentation, maintaining hotel standards.
- Assist with check-ins, check-outs, and reservations tasks as required.
- Maintain thorough knowledge of hotel facilities, promotions, and local area services.
- Undertake additional tasks and follow all reasonable management directions as required, provided they are safe, lawful, and aligned with the employee’s skills and training.
- Promote upselling and cross-selling of rooms, packages, and hotel services.
- Monitor billing instructions, guest credit, and compliance with cashiering policies.
- Review rate variance and occupancy reports to support revenue control.
- Identify promotional opportunities in collaboration with other outlets and external partners.
- Supervise Guest Service Agents and Reservations Agents.
- Lead by example in guest interaction, problem-solving, and teamwork.
- Conduct daily briefings and ensure effective communication within the team.
- Support recruitment, on-boarding, training, and performance reviews for Front Office staff.
- Provide coaching and feedback, fostering engagement, recognition, and continuous improvement.
- Uphold grooming, presentation, and conduct standards across the team.

Safety, Security & Compliance

- Act as a shift leader in emergencies, following hotel safety protocols.
- Record and report incidents, guest feedback, and operational issues promptly.
- Ensure WHS responsibilities are met, including safe work practices and ergonomic standards.
- Support health, wellbeing, and safety initiatives for team members.

3Key Metrics

- Guest satisfaction scores and complaint resolution times.
- Staff engagement, turnover, and training compliance.
- Achievement of upselling and cross-selling targets.
- Accuracy of billing, rate control, and guest records.
- Completion of daily checklists, shift reports, and handovers.
- Compliance with WHS, RSA, and hotel policies.

4What We need from you

- Demonstrated leadership experience in a Front Office or Guest Services role.
- Strong communication and interpersonal skills, with the ability to manage guests and staff professionally.
- Working knowledge of OPERA PMS (Cloud preferred) and Microsoft Office suite.
- Ability to make sound decisions under pressure with attention to detail.
- High standard of personal presentation and professional conduct.
- Flexibility to work a rotating roster, including evenings, weekends, and public holidays.
- NSW Responsible Service of Alcohol certification.

5Qualifications

- Diploma or Bachelor’s degree in Hospitality, Hotel Management, or related discipline (desirable).
- Certificate-level training in Front Office, Customer Service, or Leadership (advantageous).

6Experience

- Minimum 2 years’ experience in Front Office/Guest Services, including at least 1 year in a supervisory role.
- Experience in staff supervision, guest complaint handling, and cross-departmental coordination within a hotel environment.

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