Front Office Supervisor

One of Melbourne’s most iconic CBD arcades is fast transforming into a landmark retail and holiday destination. The redevelopment of “Melbourne Walk” Arcade will soon see IHG’s first Australian dual-branded hotel project. Nestled in the heart of Melbourne’s vibrant CBD, this project combines the boutique charm of Hotel Indigo with the modern comfort of Holiday Inn, offering a unique blend of hospitality experiences across 452 rooms.

Open the door into Hotel Indigo and guests can expect local character, modern design and warm, professional service with a vibrant and individual flavour, bringing the edgy laneway neighbourhood of Little Collins Street to life. Making the most of the retail haven, Holiday Inn will offer a modern, fresh and friendly stay for a wide variety of guests coming to enjoy the convenience and value they know and love from Holiday Inn, and all that Bourke Street Mall has to offer.

As a Front Office Supervisor, you’ll be at the heart of the guest experience, supporting the smooth operation of the hotel with a strong presence in Front Office, supporting the Duty Manager. You’ll oversee daily activity across the hotel front desks, respond confidently to guest needs, and take ownership to resolve any guest complaints. With a focus on service excellence and team collaboration, you’ll lead by example at Front Desk —empowering staff, maintaining high standards, and ensuring every guest feels welcomed, valued, and at home.

A little taste of your day-to-day

Every day is different, but as part of the pre-opening team, you will play a key role in ensuring these new hotels are ready to welcome their first guests, including:

• Assisting with the creation and implementation of standard operating procedures (SOPs) for the front office department
• Greet all guests warmly on arrival and throughout their stay, offering friendly and helpful service at every opportunity
• Ensure the front office team delivers a great service, professional attention and personal recognition
• Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Collaborate with other departments to ensure a cohesive guest experience
• Step up to support the Manager on Duty whilst on shift.

What we need from you

• Exceptional communication skills ability to build rapport with guests quickly
• Strong knowledge of Melbourne, able to provide personalised recommendations and tell the incredible stories of our neighbourhood.
• Ability to multi-task in a busy, fast-paced environment.
• Previous experience working in Hotel Front Office role.
• A positive and proactive attitude
• A passion for delivering exceptional guest experiences
• Ongoing availability to work rostered across 7 days a week including mornings, afternoons, evenings, weekends and public holidays
• Full working rights in Australia without restrictions.

What you can expect from ushttps://careers.ihg.com/en/job-details/?jobref=Front+Office+Supervisor+-+Hotel+Indigo+Melbourne+Little+Collins+and+Holiday+Inn+Melbourne+Bourke+Street+Mall%7cGB%7c146127#442056