Front Office Team Leader

Westwaters Hotel; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Free onsite staff parking

Staff discounts across Oscars GroupVen

Opportunities for training and career

Job summary

WestWaters Hotel in Caroline Springs is seeking a Front Office Supervisor to lead the day-to-day Front Office, Guest Services, Telephones and Night Audit functions on a full-time basis.

You will work on the floor, coach the team, manage guest enquiries and complaints, drive sales and rate integrity, and partner with housekeeping to ensure seamless guest experiences across shifts.

Qualifications

• Experience in Front Office or hotel guest services.
• Experience supervising or leading a team.
• Knowledge of Front Office operations; experience with PMS (OPERA or similar).

Responsibilities

• Supervise and support the Front Office team, including Guest Service Agents.
• Oversee daily Front Office operations, including check-ins, check-outs and guest enquiries.
• Deliver friendly, professional and personalised service to all guests.
• Assist with guest complaints, requests and operational issues.
• Maintain accurate reservations, guest accounts and room inventory.
• Support room revenue and occupancy through effective sales and rate management.
• Assist with team training, inductions and ongoing development.
• Liaise with Housekeeping and other departments to ensure smooth hotel operations.

Skills

Front Office operations

Team supervision

Guest services

PMS OPERA

Communication skills

Customer service

Organised and proactive

Shift management

Tools

OPERA PMS

Job description

About the Venue:

WestWaters Hotel is a vibrant hospitality destination in Caroline Springs, offering accommodation, dining, functions and entertainment all under one roof.

With a strong focus on guest experience and quality service, WestWaters is a busy venue where no two days are the same. This is a great opportunity to join a well-established team and take the next step in your Front Office career.

About the Role:

We are looking for an experienced Front Office Supervisor to join the team at WestWaters Hotel on a Full-Time basis.

Working closely with the Front Office Management team, you will play a key role in overseeing the day-to-day operation of Front Office, Guest Services, Telephones and Night Audit functions.

This is a hands‑on leadership role suited to someone who enjoys being on the floor, supporting their team and ensuring every guest receives friendly, efficient and professional service from check‑in through to check‑out.

You will also have the opportunity to support team training, guest enquiries and complaints, room revenue opportunities and the smooth operation of the hotel on shift.

Key Responsibilities:

• Supervise and support the Front Office team, including Guest Service Agents
• Oversee daily Front Office operations, including check‑ins, check‑outs and guest enquiries
• Deliver friendly, professional and personalised service to all guests
• Assist with guest complaints, requests and operational issues
• Maintain accurate reservations, guest accounts and room inventory
• Support room revenue and occupancy through effective sales and rate management
• Assist with team training, inductions and ongoing development
• Liaise with Housekeeping and other departments to ensure smooth hotel operations

About You:

We are looking for someone who:

• Previous experience in Front Office or hotel guest services
• Previous experience supervising or leading a team
• Strong knowledge of Front Office operations
• Experience with hotel property management systems (PMS), preferably OPERA or similar
• Excellent communication and customer service skills
• Organised, proactive and confident working in a busy hotel environment
• Flexible availability across a rotating roster, including weekends and public holidays

Free onsite staff parking

Staff discounts across Oscars Group venues

Opportunities for training and career progression

Work within a busy and diverse hotel environment

Join a growing hospitality group with 50+ venues across Australia

Supportive team environment with opportunities to develop your leadership skills

About Us:

Oscars Group is a proudly Australian‑owned and operated hospitality group with a portfolio of 50+ venues across Australia, spanning hotels, restaurants, bars and entertainment venues.

We are passionate about creating great venues, developing our people and delivering memorable experiences for our guests.

If you’re looking to join a dynamic hospitality team and build your career in an elevated hotel environment, we’d love to hear from you.