Guest Service Supervisor

The Sebel; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Access to Accor employee benefits

Career development opportunities

Flexible roster

Job summary

The Sebel Melbourne Moonee Ponds is seeking a Guest Service Supervisor to join our Front Office team, focusing on afternoon and evening PM operations. You will lead from the front, ensuring a warm welcome, smooth check-in/out, and consistent guest service.

You'll work with Housekeeping and Maintenance to uphold standards, coach team members, and manage guest enquiries and issues with professionalism. RSA certification is preferred or obtainable.

Qualifications

• Previous experience in Front Office or Guest Services supervisory role.
• Enjoys working within a team environment.
• Excellent communication and interpersonal skills.
• Confident managing guest concerns and making operational decisions.
• Strong attention to detail and administrative skills.
• Can work independently; confidently manage PM operations.
• Flexible rostering, including weekends and public holidays.
• Experience with PMS; Opera experience advantageous.
• Holds Victorian RSA certificate, or willing to obtain one.

Responsibilities

• Work with 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.
• Take ownership of guest satisfaction and resolve issues promptly.
• Support reservations, room allocations and daily operational requirements.
• Ensure accurate cash handling, banking and shift reconciliations.
• Complete end-of-day procedures and handovers.
• Work with Housekeeping, Maintenance and other departments to maintain operational standards.
• Coach and support team members to achieve service excellence.
• Act as senior operational contact during PM shifts.

Skills

Front Office supervisor

Team player

Communication skills

Guest relations

Attention to detail

Administrative skills

PM operations management

Roster flexibility

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 will include:

• 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

We are looking for someone who:

• 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.
• Renumeration will be based on experience
• Access to Accor employee benefits and career development opportunities.

Join Our Team

If you are a confident hospitality professional who enjoys leading from the front, takes pride in delivering exceptional guest service and is ready to take the next step in your career, we would love to hear from you.