Executive Lounge Supervisor

Shangri-La Group; The Rocks; On-site; AUD 70,000 - 100,000; Full time

Job summary

Shangri-La Sydney in The Rocks district seeks a passionate Horizon Club Supervisor to maintain exceptional luxury service in the Executive Lounge. You will lead the team, ensure seamless guest journeys, and uphold the hotel’s high standards across all touchpoints.

The role requires leadership, guest engagement, and familiarity with the guest arrival and departure journey, plus RSA certification. Full-time roster across seven days in a premier Sydney hotel.

Qualifications

• Experience in an Executive Club Lounge or luxury hospitality environment.
• Experience rostering staff and coaching team members.
• Strong leadership and guest engagement skills.

Responsibilities

• Lead Horizon Club operations in the absence of the Horizon Club Manager.
• Deliver exceptional guest experiences from pre-arrival to departure.
• Ensure Welcome Tea Service is provided to Horizon Club guests.
• Drive Shangri-La Circle membership enrolments and coach the team to targets.
• Build guest relationships and anticipate individual needs.
• Coordinate with Front Office, Guest Relations, Housekeeping and Amenity Centre to execute requests.
• Pre-assign rooms for Horizon Club guests and manage early arrivals.
• Conduct suite inspections to maintain presentation standards.
• Assist guests with concierge services and business administration.
• Identify opportunities to upsell hotel services and experiences.

Skills

Leadership

Guest engagement

Staff coaching

Lounge operations

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.