Front Office Supervisor

Novotel; Saint Kilda Junction; On-site; AUD 45,000 - 60,000; Part time

Job summary

Novotel St Kilda in Melbourne is seeking a hands-on Front Office Supervisor to join the leadership team on a part-time basis. You will supervise Guest Service Agents, oversee daily Front Office operations, and provide cover for the Overnight Manager's days off, ensuring guest satisfaction from arrival to departure.

With a focus on exceptional service, you will coordinate with Housekeeping and Reservations, maintain standards, and drive a high-performing team in a dynamic hotel environment.

Qualifications

• Previous experience as a Front Office Supervisor, Team Leader or Senior Guest Service Agent within a hotel environment.
• Experience using Opera Cloud (preferred) or similar Property Management Systems.
• Strong leadership skills with the ability to motivate and develop a high-performing team.
• Excellent guest service, communication and conflict resolution skills.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Strong organisational and time management skills with excellent attention to detail.
• Experience with cash handling, reporting and hotel operational procedures.
• Flexible availability to work a rotating roster, including mornings, evenings, weekends and the ability to work overnight shifts when covering the Overnight Manager.
• Full Australian working rights.
• Opportunity to be part of both ERDI Group—one of Australia's largest privately owned hotel groups—and the globally recognised Accor brand.
• Career progression and leadership development opportunities.
• Overnight coverage experience and supervisory leadership.

Responsibilities

• Supervise the daily operation of the Front Office, ensuring exceptional guest experiences.
• Lead, motivate and support Guest Service Agents throughout each shift.
• Conduct shift briefings and allocate duties to ensure efficient operations.
• Ensure seamless guest arrivals, departures and room allocations.
• Provide exceptional customer service while professionally resolving guest enquiries and complaints.
• Support the Overnight Manager and Operations Manager with team training, coaching and onboarding.
• Coordinate effectively with Housekeeping, Reservations, Maintenance and other hotel departments.
• Maintain high standards of presentation, professionalism and service across the Front Office.
• Assist with daily balancing procedures, cash handling and operational reporting.
• Ensure compliance with hotel policies, workplace health and safety requirements and Accor brand standards.
• Cover the Overnight Manager's rostered days off, taking responsibility for overnight hotel operations, guest safety, security procedures, audit processes and emergency response where required.

Skills

Leadership

Guest service

Communication

Problem solving

Calm under pressure

Time management

Tools

Opera Cloud PMS

Job description

An exciting opportunity now exists to join Novotel St Kilda during a transformative new chapter as the hotel evolves into one of Melbourne's most exciting lifestyle hospitality destinations.

As part of a privately owned hospitality group operating a successful collection of hotels and businesses across Australia, you will enjoy the unique advantage of working within a family-built culture with ERDI Group while also being connected to the globally recognised hospitality brand, Accor.

Positioned in the heart of iconic St Kilda, Novotel St Kilda is being reimagined as a vibrant lifestyle hotel delivering elevated guest experiences through contemporary hospitality, exceptional service, and market-leading Conference & Events experiences.

About the Role

We are seeking an experienced and passionate Front Office Supervisor to join our Front Office leadership team on a Part-Time basis, with the opportunity to provide relief coverage for the Overnight Manager's rostered days off.

This is a hands-on leadership position responsible for ensuring the smooth day-to-day operation of the Front Office while delivering exceptional guest experiences from arrival through to departure. Working closely with Overnight Manager and Operations Manager, you will lead by example, supervise Guest Service Agents, coordinate daily operations, and maintain the highest standards of service.

As part of this role, you will be trained to confidently oversee hotel operations during Overnight Manager leave, providing operational leadership and ensuring the continued delivery of outstanding guest service across overnight shifts when required.

If you are a hospitality professional who enjoys leading teams, solving problems, and creating memorable guest experiences, we'd love to hear from you.

Key Responsibilities

• Supervise the daily operation of the Front Office, ensuring exceptional guest experiences.
• Lead, motivate and support Guest Service Agents throughout each shift.
• Conduct shift briefings and allocate duties to ensure efficient operations.
• Ensure seamless guest arrivals, departures and room allocations.
• Provide exceptional customer service while professionally resolving guest enquiries and complaints.
• Support the Overnight Manager and Operations Manager with team training, coaching and onboarding.
• Coordinate effectively with Housekeeping, Reservations, Maintenance and other hotel departments.
• Maintain high standards of presentation, professionalism and service across the Front Office.
• Assist with daily balancing procedures, cash handling and operational reporting.
• Ensure compliance with hotel policies, workplace health and safety requirements and Accor brand standards.
• Cover the Overnight Manager's rostered days off, taking responsibility for overnight hotel operations, guest safety, security procedures, audit processes and emergency response where required.

Skills & Experience

• Previous experience as a Front Office Supervisor, Team Leader or Senior Guest Service Agent within a hotel environment.
• Experience using Opera Cloud (preferred) or similar Property Management Systems.
• Strong leadership skills with the ability to motivate and develop a high-performing team.
• Excellent guest service, communication and conflict resolution skills.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Strong organisational and time management skills with excellent attention to detail.
• Experience with cash handling, reporting and hotel operational procedures.
• Flexible availability to work a rotating roster, including mornings, evenings, weekends and the ability to work overnight shifts when covering the Overnight Manager.
• Full Australian working rights.
• Opportunity to be part of both ERDI Group—one of Australia's largest privately owned hotel groups—and the globally recognised Accor brand.
• Career progression and leadership development opportunities.
• Opportunity to gain exposure to overnight hotel operations and leadership responsibilities.
• Accor accommodation discounts for you, your family and friends.
• Discounted offsite parking.
• Ongoing training and professional development.
• Supportive and collaborative team culture.

Employer Questions

• Your application will include the following questions:
• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Front Office Supervisor or Team Leader?
• How much notice are you required to give your current employer?
• Have you previously worked with Opera Cloud or a similar Property Management System?
• Are you available to work on a rotating roster, including overnight shifts when required to cover the Overnight Manager?
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