Executive Lounge Supervisor

Shangri-La Hotels; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Shangri-La Sydney invites a passionate Horizon Club Supervisor to lead the exclusive Executive Lounge, delivering personalised luxury service and guiding a dedicated front-of-house team.

In this full-time role, you will oversee the seamless day-to-day operations, coordinate with Front Office, Guest Relations and Housekeeping, manage rosters, coach colleagues, and ensure guests enjoy memorable stays with bespoke experiences.

RSA certification and full working rights in Australia are required.

Qualifications

• Previous experience in an Executive Club Lounge or luxury hospitality environment.
• Experience rostering and leading a guest-facing team.
• Strong leadership, communication and guest engagement skills.

Responsibilities

• Lead Horizon Club operations in the absence of the Horizon Club Manager.
• Deliver exceptional guest experiences from pre-arrival through departure.
• Coordinate with Front Office, Guest Relations, Housekeeping and the Amenity Centre.
• Pre-assign rooms for Horizon Club guests and manage early arrival requests.
• Upsell hotel services, products and experiences and coach the team.

Skills

Leadership

Guest engagement

Team coaching

Training

Education

RSA Certificate

Tools

Opera PMS

Job description

Elevate Guest Experiences at Sydney's Leading Luxury Hotel

At Shangri-La Sydney, we don't just welcome guests, we create unforgettable experiences. Perfectly positioned in the historic Rocks precinct, between the iconic Sydney Opera House and Harbour Bridge, our award-winning hotel offers 565 luxurious guest rooms and suites, exceptional dining venues, and world-class event spaces.

At the heart of our personalised guest experience is the Horizon Club, our exclusive Executive Lounge. Designed as a true "home away from home", the Horizon Club delivers bespoke service, curated travel experiences, and premium amenities tailored to each guest's individual needs.

We are seeking a passionate and motivated Horizon Club Supervisor to join our team. In this leadership role, you will support the Horizon Club Manager in delivering exceptional service standards while inspiring your team to create memorable experiences for every guest, every day.

About the Role

As Horizon Club Supervisor, you will play a key role in ensuring the seamless day-to-day operation of the Executive Lounge and maintaining the personalised luxury service for which Shangri-La is renowned.

Key responsibilities include:

• Leading Horizon Club operations in the absence of the Horizon Club Manager
• Delivering exceptional guest experiences from pre-arrival through to departure
• Ensuring Welcome Tea Service is provided to all arriving Horizon Club guests
• Driving Shangri-La Circle membership enrolments and coaching the team to achieve monthly targets
• Building strong guest relationships and anticipating individual needs
• Coordinating with Front Office, Guest Relations, Housekeeping and the Amenity Centre to ensure guest preferences and special requests are flawlessly executed
• Pre-assigning rooms for Horizon Club guests and managing early arrival requirements
• Conducting suite inspections prior to guest arrival to ensure the highest presentation standards
• Assisting guests with concierge services and business administration requirements
• Identifying opportunities to upsell hotel services, products and experiences
• Maintaining Shangri-La's luxury service standards across all guest touchpoints

About You

You are a service-driven hospitality professional who thrives in a luxury environment and enjoys creating memorable moments for guests.

To be successful in this role, you will possess:

• Previous experience in an Executive Club Lounge or luxury hospitality environment
• ront Office experience with a strong understanding of the guest arrival and departure journey
• Working knowledge of Opera PMS
• Previous rostering experience
• Experience training, coaching and onboarding team members
• Strong leadership, communication and guest engagement skills
• Availability to work a full-time rotating roster across seven days
• Full working rights in Australia
• A current RSA Certificate

Why Join Shangri-La?

At Shangri-La, we believe our people are our greatest asset. With more than 100 luxury hotels and resorts worldwide, we offer genuine opportunities for professional growth, international career pathways, and ongoing development within a globally recognised hospitality brand.

This is your chance to be part of a passionate team, deliver memorable luxury experiences, and build a rewarding career in one of Sydney's most iconic hotels.

Ready to take your hospitality career to the next level?