The Room Division Supervisor plays a pivotal role in overseeing daily operations across Front Office and Housekeeping, ensuring the effective coordination of guest services, room standards, and operational excellence. This position acts as a key support to the Front Office Manager and Executive Housekeeper, while serving as a role model for team performance, service culture, and brand standards.
Major Goals:
- Operational Excellence: Deliver consistent, high-quality standards across all room division services.
- Leadership & Team Support: Supervise, guide, and support staff to ensure seamless service delivery.
- Guest Satisfaction: Enhance guest experience through proactive service, problem-solving, and engagement.
- Career Development: Positioned for progression to Duty Manager / Assistant Manager.
Key Responsivities:
1. Front Office & Reservations
- Oversee daily front desk operations, including guest check-ins/outs, concierge assistance, and guest inquiries.
- Manage hotel, Spa, and restaurant reservations with accuracy and efficiency.
- Monitor service standards and ensure all team members follow Lake House SOPs and guest service protocols.
- Promote packages, upselling opportunities, and guest experiences confidently.
- Handle guest feedback or issues professionally, escalating when necessary.
2. Housekeeping Supervision
- Conduct room and public area inspections to uphold presentation and cleanliness standards.
- Support and step into Executive Housekeeper responsibilities when required.
- Coordinate with Housekeeping Team Leaders and house attendants to ensure room readiness and efficiency.
- Assist with rostering support, task delegation, and supervision of room attendants and housemen.
- Ensure compliance with workplace safety, hygiene, and property care policies.
3. Service Quality & Guest Experience
- Deliver and maintain exceptional guest satisfaction with professionalism, empathy, and ownership.
- Respond promptly to guest requests, special arrangements, and VIP handling.
- Demonstrate problem-solving and decision-making in real-time service situations.
- Lead by example with grooming, punctuality, and brand representation.
4. Cross-Department & Property Support
- Support Spa, Restaurant, Events, and Concierge teams when operationally required.
- Assist at Dairy Flat Farm Lodge with guest arrival, departure, and service coordination.
- Engage in cross-training to strengthen operational flexibility and service consistency.
5. Professional Conduct & Behaviour
- Uphold SOPs, brand standards, and service culture at all times.
- Maintain punctuality, discipline, and team morale.
- Encourage open communication, feedback, and positive workplace environment.
- Commit to ongoing training and professional development.
- Ensure personal wellbeing and readiness to perform supervisory duties.
Qualifications & Requirements
- Minimum 1 year of supervisory or leadership experience in Front Office or Housekeeping.
- Strong background in guest services and room operations.
- Knowing Opera Clouds, Tripleseats, SpaOne, software is a plus.
- Full working rights in Australia.
- Fluency in written and spoken English.
- Valid driving license and personal transport.
- Flexible availability (weekdays, weekends, public holidays).
- Positive leadership attitude with strong problem-solving skills.