Front Office Supervisor | Full Time | InterContinental Melbourne The Rialto

At InterContinental Melbourne The Rialto, we're not just a hotel, we're an icon of luxury and a beacon of sophistication in the heart of Melbourne. As part of the world's largest family of luxury hotels, we take pride in being genuine ambassadors of the InterContinental® brand, inspired by decades of international know-how and rich local insights.

Our passion for luxury travel spans cultures and customs, inspiring us to create warm and sophisticated experiences for guests seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to deliver personal and enriching experiences.

If you'd like to embrace a wider world of experiences and opportunities, we'd love to welcome you to our Front Office team.

Your Day to Day

As a Front Office Supervisor, you'll be responsible for the operational efficiency of all Front Office areas during your shift and the delivery of exceptional guest experiences.

• Conduct shift briefings to ensure hotel activities, arrivals, departures, VIP guests, and operational requirements are communicated effectively
• Supervise Front Office operations during assigned shifts to ensure smooth and efficient service delivery
• Deliver exceptional guest service and ensure guest satisfaction remains the highest priority at all times
• Ensure IHG One Rewards members, return guests, and VIPs are recognised and provided with personalised service
• Support the training, coaching, and development of Front Office colleagues to maintain high service standards
• Handle guest requests, concerns, and complaints professionally, resolving issues promptly and effectively
• Support cash handling, banking, cashiering, and financial control procedures in accordance with hotel policies
• Manage irregular payment situations and ensure compliance with hotel credit and payment procedures
• Guide team members on cash security procedures and financial processes
• Assist with debtor control and account administration as required
• Maintain accurate guest records and profiles to support personalised service delivery
• Ensure information relating to hotel facilities, services, and local events is current and readily available
• Coordinate and supervise group arrivals, departures, and room allocations
• Compile occupancy statistics and prepare operational reports as required
• Monitor Front Office systems and procedures to ensure efficiency and compliance with brand standards
• Establish and maintain effective working relationships with colleagues and departments across the hotel
• Support the Front Office leadership team with departmental projects and continuous improvement initiatives
• Complete ad-hoc duties as required to support the successful operation of the hotel

What We Need From You

• Previous experience in a Front Office, Guest Services, or Hotel Operations role
• Demonstrated leadership or supervisory experience within a hotel environment is highly regarded
• A passion for hospitality and delivering exceptional guest experiences
• Strong verbal and written communication skills
• Ability to interact confidently and professionally with guests, colleagues, and external stakeholders
• Excellent problem-solving, organisational, and decision-making abilities
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment
• Sound understanding of Front Office operations, procedures, and guest service standards
• Experience using hotel property management systems is highly regarded
• Proven ability to motivate, coach, and develop team members
• Flexibility to work a rotating roster, including evenings, weekends, overnight shifts, and public holidays
• Must have the legal right to live and work in Australia

What We Offer

• Paid Birthday Leave
• Enhanced parental leave program
• Proactive paid wellness and mental health days
• Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage
• An immense colleague discounts platform for all your favourite brands and retailers
• Ongoing learning and development opportunities to support your career growth within IHG
• Transfer of entitlements as you move and grow within the IHG family

We are proud to be InterContinental Melbourne The Rialto and proud to be IHG, and we know you will be too.