Front Office Supervisor / Team Leader

Mandala Hospitality Group; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Permanent full-time employment

Supportive management

Hands-on leadership

Career development

Positive working environment

Competitive remuneration

Job summary

The Merchant Hotel Brisbane is seeking an experienced and enthusiastic Front Office Supervisor / Team Leader to join our team on a permanent full-time basis. This hands-on leadership role focuses on delivering exceptional guest service and supporting the smooth day-to-day operation of a busy hotel Front Office.

Working closely with the Hotel Manager, you will lead the Front Office team, supervise daily operations, manage check-ins/check-outs, and ensure a warm, professional guest experience from

Qualifications

• Has previous experience in a Front Office Supervisor, Team Leader or senior Guest Services role
• Strong hospitality background with front desk operations
• Excellent communication and customer service skills
• Able to supervise and coach a team while remaining hands-on

Responsibilities

• Supervise and support the Front Office team during daily operations
• Provide a warm, professional and welcoming experience for all guests
• Manage guest check-ins, check-outs and enquiries
• Assist with reservations, room allocations and guest requests
• Handle guest feedback and resolve issues professionally and promptly
• Ensure Front Office procedures and hotel standards are consistently followed
• Assist with training, coaching and onboarding of Front Office team members
• Monitor daily arrivals, departures, VIPs and special requests
• Liaise closely with Housekeeping and other departments to ensure smooth hotel operations
• Assist with cash handling, reconciliations and daily reporting
• Support the Hotel Manager with Front Office administration and operational requirements
• Lead by example and maintain a positive, professional team environment
• Ensure a high standard of presentation and customer service is maintained at all times

Skills

Leadership

Customer service

Communication

Organisation

Problem solving

Job description

The Merchant Hotel Brisbane is seeking an experienced and enthusiastic Front Office Supervisor / Team Leader to join our team on a permanent full-time basis.

This is a hands-on leadership role for someone who enjoys working with people, delivering exceptional guest service and supporting the smooth day-to-day operation of a busy hotel Front Office.

About the Role

Working closely with the Hotel Manager, you will help lead the Front Office team and ensure our guests receive a welcoming, professional and memorable experience from arrival through to departure.

You will be responsible for supervising the daily Front Office operation, supporting team members and leading by example while remaining hands‑on at the front desk.

Immediate Start available

Key Responsibilities

• Supervise and support the Front Office team during daily operations

• Provide a warm, professional and welcoming experience for all guests

• Manage guest check-ins, check-outs and enquiries

• Assist with reservations, room allocations and guest requests

• Handle guest feedback and resolve issues professionally and promptly

• Ensure Front Office procedures and hotel standards are consistently followed

• Assist with training, coaching and onboarding of Front Office team members

• Monitor daily arrivals, departures, VIPs and special requests

• Liaise closely with Housekeeping and other departments to ensure smooth hotel operations

• Assist with cash handling, reconciliations and daily reporting

• Support the Hotel Manager with Front Office administration and operational requirements

• Lead by example and maintain a positive, professional team environment

• Ensure a high standard of presentation and customer service is maintained at all times

About You

We are looking for someone who:

• Has previous experience in a Front Office Supervisor, Team Leader or senior Guest Services role

• Has strong hotel or hospitality experience

• Is confident supervising and supporting a team

• Has excellent communication and customer service skills

• Is organised, reliable and able to prioritise in a busy environment

• Is confident handling guest concerns and resolving problems

• Has strong attention to detail and good administrative skills

• Is comfortable working independently and making decisions when required

• Leads by example and enjoys being hands‑on

• Has a positive attitude and genuine passion for hospitality

• Is flexible to work a rotating roster, including weekends and public holidays as required

Why Join The Merchant Hotel?

This is an excellent opportunity to join a growing hotel team where you will have the opportunity to make a real impact on the guest experience and contribute to the success of the Front Office operation.

You will work alongside an experienced management team and have the opportunity to develop your leadership and hotel operations skills.

What we offer:

• Permanent full-time employment

• Supportive management team

• Hands‑on leadership role with variety

• Opportunity to develop your hospitality career

• Positive and professional working environment

• Competitive remuneration in line with experience and the applicable award