Front Office Supervisor - Crowne Plaza Carlton

Crowne Plaza Melbourne Carlton is a vibrant cosmopolitan hotel with everything you need to create your perfect urban getaway.

Conveniently located close to world-class Universities in the heart of Melbourne’s Innovation District.

The hotel’s ideal location overlooking the beautiful Lincoln Square lets you experience the very best of the local community and beyond, whether visiting for business, leisure, a meaningful gathering, or a blend of all.​

Crowne Plaza Melbourne Carlton is the perfect hub for corporate and social events.

Our flexible conference spaces and function rooms are fully equipped with state-of-the art audio-visual technology, while our private dining room offers an exclusive and intimate experience.

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As our Front Office Supervisor, you will support Duty Managers and Front Office Manager in the day-to-day Front Office operations, leading by example to ensure the consistent delivery of the Crowne Plaza guest experience.

This role combines hands-on Front Desk responsibilities with shift leadership functions, supporting operational decision-making, guest satisfaction, service recovery and colleague development under the guidance of management team.

The position plays an important role in strengthening leadership capability within the department while building a pipeline of talents for potential future growth.

A little taste of your day-to-day​

Every day is different at IHG, but you’ll mostly be:​


* Supporting the daily operation of the Front Office and leading shifts in the absence of a Duty Manager; welcoming guests and supporting check-in, check-out, guest enquiries, room allocations, Night Audit and service recovery activities​


* Overseeing guest journey touchpoints from pre-arrival through to departure, ensuring Crowne Plaza and IHG standards are consistently delivered​


* Coaching and supporting Guest Service Agents; acting as a senior point of contact for guests and team members, resolving issues, coordinating requests and supporting memorable guest experiences​


* Driving IHG One Rewards enrolment, recognition and benefit delivery in compliance with IHG One Rewards Standards, and create meaningful loyalty experiences​


* Assisting with departmental administration, reservations, guest communications and operational coordination across all hotel departments​


* Assisting with financial controls including guest accounts, billing enquiries, cash handling and daily reconciliations​


* Working closely with other departments to ensure operational priorities are communicated and actioned effectively​


* Maintaining compliance with hotel policies, Work Health & Safety requirements, security procedures and emergency response protocols

What we need from you​

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* Minimum Diploma in Hotel Management or equivalent ​


* Minimum 1 year experience of Front Desk Operations in a full-serviced environment, preferably in Team Leader or Supervisor capacity​
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