Hostel Front Office & Operations Lead

Backpackers In Paradise; Gold Coast City; On-site; AUD 70,000 - 75,000; Full time

Job summary

Backpackers In Paradise, Surfers Paradise, is seeking a Front Office & Operations Supervisor to lead our Front Office team and daily hostel operations. You will drive guest service excellence, support the Hostel Manager with rostering and initiatives, and implement new systems to enhance the guest experience.

The role combines hands-on leadership with strategic improvements, including marketing activities and social media engagement to attract travellers. Weekend/evening availability is required.

Qualifications

• Experience in backpacker hostel reception or similar hospitality environment.
• Experience using PMS like Cloudbeds or other systems.
• Previous leadership or supervisory experience.
• Excellent customer service and communication skills.
• Strong organisational, problem-solving and time management abilities.
• Willingness to embrace change and continuously improve operations.

Responsibilities

• Lead the day-to-day operation of Reception and Front Office.
• Deliver outstanding guest service from check-in to check-out.
• Supervise, mentor, and develop reception staff and volunteers.
• Manage guest check-ins, check-outs, reservations, payments, and enquiries.
• Coordinate with Housekeeping to ensure rooms are guest-ready and report maintenance issues.
• Support rostering, daily operations, and continuous improvement initiatives.
• Resolve guest concerns professionally and efficiently.
• Assist with implementing new technology and business initiatives.
• Support social media management (Instagram, Facebook, TikTok).
• Promote guest experiences, events, and hostel activities.
• Encourage guest engagement and online reviews.

Skills

Leadership

Customer service

Communication

Staff mentoring

Rostering

Digital marketing

Social media

Tools

Cloudbeds

Job description

Backpackers In Paradise, Surfers Paradise, is seeking a Front Office & Operations Supervisor to lead our Front Office team and daily hostel operations. You will drive guest service excellence, support the Hostel Manager with rostering and initiatives, and implement new systems to enhance the guest experience.

The role combines hands-on leadership with strategic improvements, including marketing activities and social media engagement to attract travellers. Weekend/evening availability is required.