Luxury Front Office Supervisor - Guest Experience Leader

Crown Resorts; Sydney; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Staff meals at on-site restaurant

Staff discounts across Crown venues

Job summary

Crown Sydney has a permanent full-time Front Office Supervisor role within Crown Resorts, guiding the Front Office team to deliver exceptional luxury guest experiences and maintaining an outstanding guest journey. You will oversee daily operations, shape service standards, and develop a high-performance team in Sydney's premier integrated resort.

Ideal candidates will bring leadership across shifts, a passion for guest service, and familiarity with Opera PMS.

Qualifications

• Previous experience as a Front Office Supervisor, Duty Manager or equivalent leadership role within a hotel environment.
• A passion for delivering exceptional guest experiences and a desire to build a long-term career in luxury hospitality
• Strong leadership capability, with the confidence to motivate, coach and develop a team
• Proven ability to resolve guest concerns with professionalism, empathy and attention to detail
• Exceptional communication, organisational and decision-making skills
• A proactive and guest-centric mindset with a commitment to service excellence.
• Experience using Opera or Opera Cloud Property Management Systems (highly regarded)
• Flexibility to work across a 24/7 rotating roster, including weekends, evenings, overnights and public holidays
• Permanent and unrestricted Australian working rights

Responsibilities

• Lead and support the Front Office team to deliver exceptional luxury guest experiences.
• Drive smooth and efficient Front Office operations across all shifts.
• Act as the first point of escalation for guest concerns, service recovery and operational challenges.
• Create memorable guest interactions and exceed expectations through personalised service.
• Monitor room inventory and availability to maximise guest satisfaction and operational performance.
• Conduct daily team briefings and communicate key operational priorities.
• Coach, mentor and develop team members in line with Crown's luxury service standards.
• Support recruitment, onboarding and ongoing team development initiatives.
• Identify opportunities to improve operational efficiency, guest satisfaction and revenue performance.
• Collaborate with Sales, Reservations, Housekeeping and Hotel Operations teams to deliver a seamless guest journey.

Skills

Front Office Leadership

Guest Service

Team Coaching

Operations Management

Communication

Tools

Opera PMS

Job description

Crown Sydney has a permanent full-time Front Office Supervisor role within Crown Resorts, guiding the Front Office team to deliver exceptional luxury guest experiences and maintaining an outstanding guest journey. You will oversee daily operations, shape service standards, and develop a high-performance team in Sydney's premier integrated resort.

Ideal candidates will bring leadership across shifts, a passion for guest service, and familiarity with Opera PMS.