Room Division Supervisor

The Room Division Supervisor plays a pivotal role in overseeing daily operations across Front Office and Housekeeping, ensuring the efficient 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.