Guest Service Supervisor

The Sebel Melbourne Moonee Ponds; Melbourne; On-site; AUD 39,000 - 50,000; Full time

Benefits offered by this job

Accor employee benefits

Job summary

The Sebel Melbourne Moonee Ponds is seeking an experienced Guest Service Supervisor to lead our Front Office team during afternoon and evening shifts. You will ensure a warm welcome, smooth check-in/out, and consistent service for guests throughout their stay.

Your role focuses on PM operations, supervising arrivals and departures, handling guest inquiries, and coaching team members to deliver service excellence while maintaining accurate cash handling and handovers with Housekeeping and

Qualifications

• Experience in a hotel Front Office or Guest Services supervisory role.
• Experience with PMS; Opera experience encouraged.
• RSA certificate in Victoria or willingness to obtain.

Responsibilities

• Manage afternoon and evening PM shifts, including guest arrivals and departures.
• Handle guest enquiries, requests and complaints with professionalism.
• Coach and support team members to achieve service excellence.
• Ensure accurate cash handling, banking and shift reconciliations.
• Coordinate handovers with Housekeeping and Maintenance.

Skills

Communication skills

Team player

Attention to detail

Operational decision making

Education

RSA certificate

Tools

Opera PMS

Job description

Are you a passionate hospitality professional who enjoys working within a collaborative team, creating memorable guest experiences and taking ownership of the day-to-day operation?

The Sebel Melbourne Moonee Ponds is seeking an experienced and motivated Guest Service Supervisor to join our Front Office team, with a primary focus on afternoon and evening (PM) operations.

This is an exciting opportunity for someone who enjoys working in a hands-on role, has a strong understanding of hotel operations and takes pride in delivering exceptional guest experiences.

About the Role

The ideal candidate will work with the existing team and ensure the smooth operation of the hotel during PM shifts, ensuring our guests receive a warm welcome and consistent service throughout their stay.

Your responsibilities

• Working with the existing team during afternoon and evening shifts including guest arrivals, departures and daily Front Office operations.
• Managing guest enquiries, requests and complaints with professionalism and confidence.
• Taking ownership of guest satisfaction and resolving issues in a timely manner.
• Supporting reservations, room allocations and daily operational requirements.
• Ensuring accurate cash handling, banking and shift reconciliations.
• Completing end-of-day procedures and ensuring effective handovers.
• Working closely with Housekeeping, Maintenance and other departments to maintain operational standards.
• Coaching and supporting team members to achieve service excellence.
• Acting as the senior operational contact during PM shifts.

About You

• Has previous experience in a hotel Front Office or Guest Services supervisory role.
• Enjoys working within a team environment.
• Has excellent communication and interpersonal skills.
• Is confident managing guest concerns and making operational decisions.
• Has strong attention to detail and administrative skills.
• Can work independently and confidently manage PM operations.
• Has a flexible approach to rostering, including weekends and public holidays.
• Has experience with hotel property management systems (PMS); Opera experience would be advantageous.
• Holds a current Victorian Responsible Service of Alcohol (RSA) certificate, or is willing to obtain one.

What We Offer

• A minimum of 4 shifts per week.
• Flexible roster with a focus on work life balance.
• The opportunity to take ownership of the PM operation.
• A supportive and hands-on management team.
• The opportunity to grow learn new skills.
• Access to Accor employee benefits and career development opportunities.

Renumeration will be based on experience