Front Office Supervisor

Company Description

Embark on a journey of luxury and excellence with Sydney’s iconic first international 5-star hotel! Sofitel Sydney Wentworth offers an unforgettable luxury escape, where guests discover the perfect blend of the French Zest and Sofitel luxury. 

Following the successful relaunch and transformation of Sydney’s iconic landmark, we are setting a new benchmark for excellence.

Discover the perfect blend of classic European style and Sofitel Luxury, with 436 beautifully appointed rooms and suites, modern meeting and event spaces, contemporary cuisine with a French twist, and our executive Club lounge - Club Millésime .

Why Sofitel Sydney Wentworth?

• Ideally situated in the heart of central Sydney’s business and shopping districts, conveniently located near all public transport routes (trains, metro, buses, ferries and light rail).
• Industry benefits worldwide on parking, accommodation, dining and lifestyle services from day one.
• Enhanced parental leave program.

• Deliver luxury service consistently, exemplifying Sofitel’s values of Excellence, Plaisir and Openness.
• Lead, coach and support the Front Office team in daily operations and guest interactions.
• Oversee policy adherence, clear communication of updates, and staff training.
• Perform front desk duties as needed — check‑in/out, guest requests, and issue resolution.
• Manage guest accounts, monitor open folios, attend credit meetings, and ensure financial accuracy.
• Promote hotel services, execute upsell strategies, and drive Accor Live Limitless (ALL) enrollments.
• Coordinate VIP arrivals, group planning, room assignments and interdepartmental communication.
• Support roster planning, recruitment, onboarding, and payroll for Front Office.
• Champion Sofitel brand standards — audit, train, and maintain excellence across the department.
• Step in during system outages or peak periods to maintain flawless guest experience.
• Address guest complaints proactively; participate in quality meetings and suggest improvements.
• Maintain front office supplies, monitor task completion, and execute ad hoc duties as needed.

• Relevant Luxury Hotel experience.
• Team Leader experience beneficial.
• Current RSA and First Aid required.
• Experience managing front office operations including check-ins/check-outs, guest complaints, billing, and team leadership.
• Proven ability to supervise, train, and motivate front office staff.
• Experience supporting team rosters, shift coverage, and performance evaluations.
• Guest Service Excellence.
• Strong background in resolving guest issues professionally and empathetically.
• Track record of maintaining high guest satisfaction scores (e.g. TrustYou, NPS, online reviews).
• Proficient in Opera Cloud PMS (Property Management System) – front and back-office functions.
• Confident in manual procedures during system outages.
• Experience with Microsoft Office Suite and communication tools.
• Knowledge of credit card handling, billing, and payment procedures.

Additional Information

Joining our team will unlock generous local, national & international industry benefits on accommodation, dining, travel, wellbeing & more. You will thrive in a fast-paced, collaborative work environment and be a part of the Hotel's future success. We offer discounted city parking, complimentary dry cleaning, progressive leave policies (including 10 weeks parental leave) and unlimited development opportunities as you learn from industry experts with international leader in Hospitality - Accor. We genuinely care about your success and want to help you grow on your journey with us. 

If this sounds like the right opportunity for you, a new challenge in 2025, we look forward to finding out more about you and invite you to apply!

Please note, current full-time working rights in Australia is required for this role.