Hospitality Quality & Standards Lead

Mondrian; Gold Coast City; On-site; AUD 45,000 - 60,000; Full time

Job summary

Mondrian Gold Coast is seeking a passionate housekeeping professional to lead daily operations and elevate guest experiences in a luxury resort setting. You will collaborate with the Director of Rooms and Executive Housekeeper to uphold brand standards while driving efficiency and cost control.

Ideal candidates bring 2+ years in housekeeping or guest services, with supervisory experience, and a genuine passion for hospitality.

Qualifications

• Minimum 2 years’ experience in Housekeeping or guest services, with at least 1 year in a supervisory role preferred.
• Strong leadership, communication and interpersonal skills.
• Excellent organisation, problem-solving and attention-to-detail skills.
• Experience working in a hotel or resort environment.
• Knowledge of Opera Cloud, HUB OS and Microsoft Office is highly regarded.
• A genuine passion for delivering exceptional guest experiences.
• The ability to coach, develop and inspire team members.
• Strong commercial awareness and an understanding of cost control.
• Flexibility to work across shifts, including weekends and public holidays.
• A current Australian driver’s licence — manual licence preferred.
• The ability to communicate confidently in English. Additional languages are an advantage.
• Knowledge of the Gold Coast, its attractions, restaurants and events is advantageous but not essential.

Responsibilities

• Assist the Director of Rooms with daily inspections of guest rooms and public areas to ensure brand and service standards are consistently achieved.
• Work closely with the Executive Housekeeper and wider Rooms Division to maintain operational standards and efficiency.
• Monitor linen, uniforms and minibar operations, including inventory, cost control and ensuring standards are maintained.
• Monitor guest feedback and identify opportunities to improve the guest experience.
• Work collaboratively with Front Office and Engineering to ensure Out of Order rooms are returned to service within the required timeframes.
• Coordinate and respond to VIP requirements and special guest requests, ensuring rooms are prepared and released ahead of arrival wherever possible.
• Support effective cost management through responsible use of linen, energy, equipment and departmental resources.
• Coach, mentor and support team members to deliver outstanding service and consistently meet brand standards.
• Assist with onboarding and training new team members and contribute to a positive, inclusive team culture.
• Champion workplace health, safety, confidentiality and compliance standards.
• Step in and support other departments when required — we’re all about working together.

Skills

Leadership

Communication

Interpersonal skills

Organisational skills

Problem solving

Attention to detail

Guest services experience

Supervisory experience

Tools

Opera Cloud

HUB OS

Microsoft Office

Job description

Mondrian Gold Coast is seeking a passionate housekeeping professional to lead daily operations and elevate guest experiences in a luxury resort setting. You will collaborate with the Director of Rooms and Executive Housekeeper to uphold brand standards while driving efficiency and cost control.

Ideal candidates bring 2+ years in housekeeping or guest services, with supervisory experience, and a genuine passion for hospitality.