Housekeeping Office Coordinator (AM/PM)

Shangri-La Hotels; Sydney; On-site; AUD 60,000 - 70,000; Full time

Job summary

Shangri-La Sydney is seeking a Housekeeping Office Coordinator to act as the liaison between guests, staff and departments. You will coordinate information, action requests, and perform AM & PM clerical duties within Housekeeping, ensuring tasks are tracked and prioritized for smooth operations.

Key duties include allocating daily work, managing logs, updating room statuses, handling guest complaints, and ensuring office tidiness.

Qualifications

• Excellent communication, written and verbal.
• 2–3 years hotel experience.
• Ability to handle guest complaints and conflicting priorities.
• Knowledge of Occupational Health & Safety practices.

Responsibilities

• Prepare daily work allocations for Room Attendants and ensure coverage.
• Maintain housekeeping logs, reports, and lost property records.
• Update room status and communicate with Front Desk and Supervisors.
• Handle guest complaints and escalate to senior staff when needed.
• Maintain cleanliness of the Housekeeping Office and manage special requests.

Skills

Excellent communication

Hotel experience (2-3 yrs)

Guest complaint handling

OH&S awareness

Right to work in Australia

Tools

MS Word

Excel

Micros (Opera)

Job description

About Us

Shangri-La Sydney is the city's leading luxury hotel. Located in the historic Rocks district between the Sydney Opera and Harbour Bridge, our hotel offers 564 spacious and inspired luxury guest rooms and suites, 4 food & beverage outlets and 18 functions rooms.

About the Role

The Housekeeping Office Coordinator role reports directly to the Executive Housekeeper & Assistant Executive Housekeeper. As the Office Coordinator, you will be responsible for receiving and coordinating information between guests, employees, contract staff and other hotel departments. You will be required to action requests by both staff and employees as well as undertake other AM & PM clerical duties within the housekeeping department.

Your duties will include but are not limited to:

Operational AM

• Prepare daily work allocations (via e-Housekeeping) for the Room Attendants
  ensuring that all staff are allocated the correct number of credits and that all rooms
  are covered as required.
• Maintain all the necessary tasks throughout the shift; these include the
  Housekeeping phone log, queue rooms, FCS records, daily housekeeping reports, Maintenace requests and Lost property enquiries.
• Update room status as needed and maintain an effective flow of communication
  with the Floor Supervisors and Front Desk and Rooms controller. Ensure all
  priority rooms are released in the allocated amount of time.
• Handle guest complaints in accordance with the established procedure and
  immediately advise the Director of Housekeeping/Assistant Executive
  Housekeeper, in order that they remain informed, and the matter is rectified. It is
  essential that these matters are followed up.
• Responsible for the cleanliness and tidiness of the Housekeeping Office at all
  times.
• Handover any special requests or other follow up requests to the Office Coordinator PM. Ensure that a checklist is completed for all tasks done during the shift.

Operational PM

• Respond to guests' requests phoned to the Housekeeping Office, take from AM
  Coordinator any requests not yet followed up.
• Take guest complaints from AM Office Coordinator and follow up.
• Co-ordinate preparation of all necessary items for the Turndown Attendants.
• Handle and maintain the Lost and Found system as established, logging and storing all items correctly each day.
• Ensure that priority and occupied room maintenance requests are entered promptly into FCS for Engineering follow up.
• Keep an efficient, effective and up to date filing system of all daily reports: Linen Change/DND checklist, Room allocation sheet, Lost and Found enquiries.
• Update notice boards at all times inside the Housekeeping Office including special information regarding rooms on cork board and in the housekeeping logbook.
• Assist PM Supervisor with the daily reports for the AM shift.
• Additional clerical duties involving liaising with Post Office for collection & delivery of guest parcels.

About You

• Passion to deliver exceptional customer service.
• Excellent communication skills; including both verbal and written.
• At least 2-to-3-years' experience in a hotel environment
• Ability to handle guest complaints and work with conflicting priorities.
• Understanding of workplace practices in Occupational Health and Safety
• Computer literacy MS Word, Excel, Micros
• Be available to a work a full-time rotational roster, including weekends and public holidays.
• Rights to work in Australia.

Join our team and contribute to creating memorable guest experiences. We offer competitive compensation, opportunities for growth, and a supportive work environment. If you possess the skills and passion for delivering exceptional service,

Only shortlisted candidates will be contacted.