Guest Service Supervisor

Citadines; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Extra 3 days off leave

Loyalty rewards program

Global travel perks

Wellbeing support (EAP)

Leadership training pathway

Job summary

Citadines on Bourke Melbourne is seeking a dedicated Guest Service Supervisor to lead our front office team and deliver exceptional guest experiences. You will supervise daily operations, coach staff, and ensure courteous, efficient service across all shifts.

Ideally you bring strong customer service, leadership, and knowledge of property management systems, with a proactive approach to problem solving in a fast-paced hospitality setting.

Qualifications

• Experience supervising a front office or guest services team.
• Strong customer service focus with a commitment to excellence.
• Knowledge of property management systems and hotel operations.
• Proven leadership and ability to coach a diverse team.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise daily front office operations to ensure exceptional guest service.
• Lead, coach and develop Guest Service team members through training and ongoing support.
• Manage guest inquiries, feedback, complaints, and requests with prompt resolution.
• Ensure compliance with policies, audit requirements, cashiering, and room inspections.
• Collaborate with department heads to support operational excellence and revenue targets.

Skills

Front Office Supervisory

Customer service excellence

Leadership

Communication skills

Team development

Problem solving

Tools

Property Management System

Hotel Operations

Job description

Join the Citadines on Bourke Melbourne Crew

Citadines is a leading hospitality brand offering modern, flexible accommodation in the heart of the world’s most vibrant cities. Designed for curious and dynamic travellers, we strike the perfect balance between work and leisure — blending exceptional service with local cultural experiences that bring the city to life.

At Citadines, we’re more than just a place to stay — we’re your connection to the energy, creativity, and community of the neighbourhood. From hidden art galleries to in-residence coffee tastings with local baristas, every stay is a gateway to discovery.

Citadines on Bourke Melbourne, managed by The Ascott Limited, now seeks an enthusiastic and dedicated person to join as a full-time Guest Service Supervisor. The successful candidate will be part of a tight-knit, supportive team.

In this role you will be responsible for:

• Supervising daily front office operations to ensure exceptional guest service, compliance with Ascott standards, and efficient service delivery across all shifts.


• Leading, coaching, and developing Guest Service team members through training, performance monitoring, and ongoing support to maintain high service standards.


• Managing guest inquiries, feedback, complaints, and requests professionally, ensuring prompt resolution and a positive guest experience.


• Ensuring compliance with company policies, procedures, audit requirements, cashiering processes, room inspections, and Data Quality Assurance standards.


• Collaborating with department heads to support operational excellence, revenue management activities, guest recognition programs, and achievement of property performance targets.

To be successful in this role you must have:

• Previous experience in a hotel Front Office or Guest Services supervisory position, with a strong commitment to customer service excellence.


• Sound knowledge of property management systems, hotel operations, revenue management principles, and front office procedures.


• Strong leadership, coaching, and team development skills, with the ability to motivate and support a diverse team.


• Excellent communication and interpersonal skills, with the ability to build positive relationships with guests, colleagues, and stakeholders.


• Strong problem-solving, organisational, and decision-making abilities, with the capacity to work effectively in a fast-paced hospitality environment while maintaining attention to detail.

In return, you will receive:

• An Extra 3 Days Off just for life’s big moments – Our Immediate Family Event Leave or Cultural leave is yours on top of your annual leave!


• Celebrate Your Loyalty – $500 at 5 years, $1,000 at 10 years (and it keeps going!)


• Global Travel Perks – Enjoy up to 50% off at 900+ hotels worldwide


• Wellbeing Support – 24/7 access to our Employee Assistance Program (EAP)


• Grow With Us – Leadership training and a pathway to become a future GM

About Us:

The Ascott Limited (Ascott) is a member of CapitaLand Investment (CLI), headquartered and listed in Singapore. Ascott has become one of the leading international lodging owner-operators, with more than 900 properties in over 200 cities spanning more than 40 countries across Asia Pacific, Central Asia, Europe, the Middle East, Africa and the United States.

The company's serviced apartment, social living and hotel brands include the global brands of Citadines, lyf, Oakwood and Quest. Be part of Ascott Australia's bold journey to grow from 10 hotels to 30 hotels undermanagement by 2030.