Front Office Supervisor - Full Time

About the role

The Clarence Hotel Sydney, a boutique hotel in the heart of Sydney and part of the Accor network, is looking for a full-time Front Office Supervisor. The role covers guest experience and operations, team leadership, and financial and revenue tasks, with a hands-on approach to daily front office work.

Key responsibilities

• Supervise and coordinate daily front office operations in line with Accor brand standards, service procedures and hotel policies.
• Deliver warm, personalised guest service from pre-arrival through to departure, and handle calls, emails and enquiries promptly.
• Manage reservations, bookings, amendments, cancellations, special requests and room allocation in the Property Management System (PMS).
• Handle check-in and check-out, room assignments, guest billing and payments, and respond to guest requests and complaints.
• Support Accor ALL loyalty, including membership enrolment and personalised benefits.
• Monitor arrivals, departures, VIPs, groups and special requests, and coordinate with Housekeeping.
• Maintain guest profiles, reservation records and registration cards, and keep the front office clean and compliant with brand standards.
• Coach and support front office colleagues, help with onboarding and training, and support shift handovers and briefings.
• Process guest accounts, payments, deposits, refunds and invoices accurately, complete daily balancing and cashiering, and prepare staff rosters and timesheets.
• Support room revenue optimisation through upselling and upgrades, and follow Accor financial controls and cash-handling procedures.
• Comply with health, safety, security, privacy and emergency procedures, and protect guest data.

Required profile

• Full-time availability, five days a week on a rotating roster including weekends, public holidays, evenings and overnight shifts.
• Previous front office experience in a hotel is essential; supervisory or team leadership experience is highly regarded.
• Hands-on, self-motivated and able to work independently and make sound decisions, even with limited on-site management support.
• Excellent communication, organisation and problem-solving skills, with strong attention to detail.
• A genuine passion for guest experience and a solutions-focused approach to competing priorities.

Required skills

• Confident use of hotel systems, including Property Management Systems (PMS) and Point of Sale (POS) systems.
• Experience handling reservations, incoming calls, guest enquiries and booking amendments is highly desirable.
• Strong understanding of hotel operations, service standards and accurate financial transactions.

What we offer

• A friendly, supportive boutique hotel environment.
• A modern, design-led hotel in the heart of Sydney.
• A varied, hands-on role where no two days are the same.