Front Office & Operations Supervisor

Backpackers In Paradise; Gold Coast City; On-site; AUD 70,000 - 75,000; Full time

Job summary

Backpackers In Paradise, Surfers Paradise, is seeking a Front Office & Operations Supervisor to lead our Front Office team and daily hostel operations. You will drive guest service excellence, support the Hostel Manager with rostering and initiatives, and implement new systems to enhance the guest experience.

The role combines hands-on leadership with strategic improvements, including marketing activities and social media engagement to attract travellers. Weekend/evening availability is required.

Qualifications

• Experience in backpacker hostel reception or similar hospitality environment.
• Experience using PMS like Cloudbeds or other systems.
• Previous leadership or supervisory experience.
• Excellent customer service and communication skills.
• Strong organisational, problem-solving and time management abilities.
• Willingness to embrace change and continuously improve operations.

Responsibilities

• Lead the day-to-day operation of Reception and Front Office.
• Deliver outstanding guest service from check-in to check-out.
• Supervise, mentor, and develop reception staff and volunteers.
• Manage guest check-ins, check-outs, reservations, payments, and enquiries.
• Coordinate with Housekeeping to ensure rooms are guest-ready and report maintenance issues.
• Support rostering, daily operations, and continuous improvement initiatives.
• Resolve guest concerns professionally and efficiently.
• Assist with implementing new technology and business initiatives.
• Support social media management (Instagram, Facebook, TikTok).
• Promote guest experiences, events, and hostel activities.
• Encourage guest engagement and online reviews.

Skills

Leadership

Customer service

Communication

Staff mentoring

Rostering

Digital marketing

Social media

Tools

Cloudbeds

Job description

Backpackers In Paradise – Surfers Paradise QLD

Help Build the Gold Coast's Best Backpacker Hostel

Front Office & Operations Supervisor

Full-Time Position | Backpackers In Paradise | Surfers Paradise, Gold Coast

Be Part of an Exciting Business Transformation

Backpackers in Paradise is entering an exciting new chapter.

We're investing in major property refurbishments, implementing new technology, enhancing the guest experience, and rolling out an exciting marketing strategy to position ourselves as one of Australia's leading backpacker hostels.

We're looking for an experienced, creative, energetic, and hands-on Front Office & Operations Supervisor to join our leadership team.

Working alongside the Hostel Manager, you'll play a key role in leading our Front Office team, supporting daily hostel operations, implementing new initiatives, and championing positive change throughout the business.

This is far more than a reception role. It's an opportunity to influence the future of Backpackers in Paradise while building your own career within a business that's committed to continuous improvement and exceptional guest experiences.

About the Role

As our Front Office & Operations Supervisor, you'll lead our Front Office team and play an integral role in the hostel's day-to-day operations.

You'll ensure every guest receives outstanding service from check-in to check-out while supporting the Hostel Manager with operational improvements, staff development, volunteer coordination, marketing initiatives and the implementation of new systems and processes.

This is a varied, hands-on leadership role where no two days are the same.

Key Responsibilities

• Lead the day-to-day operation of Reception and Front Office.
• Deliver exceptional guest service and create memorable experiences for travellers from around the world.
• Supervise, mentor, and develop reception staff and volunteers.
• Manage guest check-ins, check-outs, reservations, payments, and enquiries.
• Coordinate with Housekeeping to ensure rooms are guest-ready and communicate maintenance issues to the Hostel Manager for timely resolution.
• Support the Hostel Manager with rostering, daily operations, and continuous improvement initiatives.
• Resolve guest concerns professionally and efficiently.
• Assist with the implementation of new technology, operational improvements, and business initiatives.
• Assist in managing our social media platforms, including Instagram, Facebook, and TikTok.
• Help implement our marketing strategy by promoting guest experiences, events, and hostel activities.
• Encourage guest engagement, online reviews, and social media interaction.
• Provide support across other areas of the hostel, including the café and bar when required.
• Lead by example while fostering a positive, supportive, and energetic team culture.

About You

We're looking for someone who enjoys working in a fast-paced hospitality environment and genuinely loves creating amazing guest experiences.

You'll ideally have:

• Previous experience working in a backpacker hostel reception environment.
• Experience using Cloudbeds is highly desirable; however, applicants with experience using other Property Management Systems (PMS) are encouraged to apply.
• Previous leadership or supervisory experience.
• Excellent customer service and communication skills.
• Strong organisational, problem-solving and time management abilities.
• Confidence leading a team while remaining hands-on in daily operations.
• An interest in social media, digital marketing, and promoting guest experiences.
• A proactive attitude with a willingness to embrace change and continuous improvement.
• Flexibility to work weekends, evenings, and public holidays.
• A genuine passion for hospitality and creating unforgettable experiences for travellers.
• Australian Citizen, Permanent Resident, or currently on a clear pathway to obtaining Permanent Residency.
• Current RSA (Responsible Service of Alcohol).

Why Join Backpackers in Paradise?

This is an exciting opportunity to join the leadership team at one of the Gold Coast's best-known backpacker hostels.

We're not simply maintaining the business; we're transforming it.

You will work alongside the Hostel Manager and play an important role in implementing new technology, improving operations, developing our team, enhancing the guest experience, and helping bring our marketing vision to life.

We Offer

• Salary: $70,000–$75,000 + Super + Performance Incentives
• Full-time leadership position.
• Genuine opportunities for career progression.
• A supportive management team that values initiative, innovation, and new ideas.
• The opportunity to influence change rather than simply maintain the status quo.
• A fun, energetic and rewarding workplace where no two days are the same.

Join Our Journey

At Backpackers in Paradise, we believe exceptional guest experiences begin with exceptional people.

We value positivity, accountability, teamwork, innovation, and a genuine passion for hospitality. If you're excited by the opportunity to help transform one of Australia's iconic backpacker hostels while advancing your own career, we'd love to hear from you.