Job Description

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. ​

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​

• Fluent in English, both spoken and written. Additional languages well regarded.​

• Excellent communication, problem solving, and interpersonal skills​

• Driven mindset and commitment to ongoing development and growth​

• Physically suitable for standing in the front desk areas over the length of shifts, and occasional lifting of heavy items ​

• Proficiency in using PMS, Microsoft Office, and other hotel operation systems, with the ability to adapt to new systems and technologies​

• Ability to work flexible hours, including evenings, overnight, weekends and public holidays​

• Legal right to work in Australia without restrictions – minimum 30 hours per week. To be considered for this role, applicants must offer availability on a rotating roster, and can flexibility work up to full-time hours of 76 hours per fortnight

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What you can expect from us​

​We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive accommodation discounts and some of the best training in the business.​

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Our mission is to welcome everyone and create inclusive tams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provide equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.​

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At IHG, as one of the world’s leading hotel groups, we’ve made a promise that we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world.​

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Want to be part of the journey?​

​Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect place to connect for business, pleasure or a blend of both. We’ve thoughtfully designed our spaces to encourage, support and celebrate great connections. We’re also ideal for meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.​

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Our branded service style ‘Dare to Connect’ is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take the initiative and use their personality because they make a crucial difference to the guest’s experience. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.​

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Don’t meet every single requirement, but still believe you’d be a great for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.