Front Office Supervisor | Full Time
IHG · Australia
Working in a dynamic hotel environment, you’ll be the go-to person for our guests and team, balancing service, operational priorities and team performance to keep the Front Office running smoothly. Working closely with the Front Office leadership team, you’ll coach and develop colleagues, identify opportunities to enhance the guest experience and contribute to strong operational and commercial results.
You’ll primarily be responsible for:
Guest Experience & Operations
- Supervise daily Front Office operations and ensure warm, professional guest service.
- Respond to guest requests and concerns, resolving issues with confidence and care.
- Support IHG Rewards recognition, enrolment and other guest experience initiatives.
- Monitor Front Office presentation, service standards and brand compliance.
- Coordinate effectively with other departments to ensure a seamless guest experience.
- When required stepping up in the absence of the duty manager - in duties and decision making.
People
- Coach and support colleagues, providing regular feedback and guidance.
- Ensure team members have the training, tools and knowledge to perform confidently.
- Support onboarding, training and development of Front Office colleagues.
- Promote teamwork, engagement and a positive working environment.
Financial
- Support accurate cash handling, billing and financial transactions.
- Maintain cashier floats and complete required balancing and reporting.
- Drive upselling and revenue opportunities through the team.
- Prepare rosters and approve timesheets in line with business requirements.
Responsible Business
- Follow and promote hotel health, safety, security and compliance requirements.
- Identify and report hazards, incidents and risks, supporting appropriate follow-up.
- Support a safe, respectful and responsible environment for guests and colleagues.
What do we need from you:
This is a hands-on leadership role for someone who enjoys being close to the operation and the guest experience.
Previous Front Office experience is required, along with the confidence to support a team in a fast-paced hotel environment.
- Previous supervisory or leadership experience is highly regarded.
- Strong communication, organisation and problem-solving skills.
- Confident using hotel systems, including PMS and POS.
- Genuine passion for guest service and developing colleagues.
- Flexible availability and shift work, including weekends, public holidays, evening and overnight.