Front Office Supervisor

Front Office Supervisor

The Clairfield Hotel & Jila Wellness | Mudgee NSW

Full-time | Competitive Salary

Lead the guest experience across The Clairfield Hotel and Jila Wellness, in the heart of Mudgee.

The Clairfield is a boutique hotel in Mudgee, bringing together accommodation, Gigi’s Restaurant and Jila Wellness in one destination centred on genuine, heartfelt hospitality.

We're a proudly family-owned business, and everything we do is guided by one collective purpose: To set the standard for heartfelt hospitality in Mudgee. We believe in creating a place where care, craft and connection bring life to everything we do. Where our people thrive, our guests feel at home and energy fills every corner.

About The Clairfield & Jila Wellness

The Clairfield is a place to slow down, settle in and experience Mudgee with a little more time.

We want our guests to feel genuinely looked after from the moment they first get in touch to the moment they leave. To know there is someone who remembers their name, understands why they've come to Mudgee and can help them make the most of their time here.

Jila Wellness is an important part of that experience. A place for hotel guests, visitors and locals to pause, restore and reconnect through sauna and float wellness experiences.

Together with Gigi’s Restaurant, these spaces create one connected guest journey, somewhere to stay well, eat well and feel well.

Our vision is simple: to be the heart and hub of Mudgee, where warmth meets refinement and every experience invites people to linger a little longer.

The Opportunity

We're looking for an exceptional Front Office Supervisor to lead the guest experience and Front of House operations across The Clairfield Hotel and Jila Wellness.

Working closely with the General Manager and wider leadership team, you'll take ownership of the day-to-day Front Office operation, oversee Jila's guest-facing operations and lead the team responsible for welcoming, guiding and looking after our guests.

You'll oversee the complete guest journey, from the first phone call or reservation and pre-arrival planning through to check-in, their time with us, wellness experiences, departure and the invitation to return.

This is more than a reception management role. It's an opportunity to shape how our guests experience The Clairfield, build a thoughtful and confident team, and create the kind of hospitality people remember long after they've returned home.

The Roster and Balance

This is a full time position on a five day roster across our seven day operation. Events, weddings and peak periods will occasionally call for a sixth day. When that happens, the extra time is recognised with additional time off or leave, so your balance is protected.

Work life balance matters here. We expect a supervisor who leads well, and that requires time to rest and recharge. Rosters are published in advance and built around that principle, and we want you to stay and grow with us.

About You

You're an experienced hospitality leader who genuinely enjoys looking after people.

You're warm, calm and observant. You notice the small things, remember names and understand how to make people feel welcome.

Behind that warmth, you're a strong operator. You understand that a seamless guest experience relies on accurate reservations, clear communication, good systems, thoughtful rostering and a team that knows what is expected of them.

You're comfortable leading from the floor, developing your people, solving problems and taking ownership when things don't go to plan. You lead with consistency and humility and genuinely enjoy helping others become better at what they do.

You'll also bring:

• Previous experience leading Front Office, hotel, accommodation, wellness or guest experience operations
• Strong leadership, communication and people management skills
• Experience recruiting, training, rostering and developing a high-performing team
• Strong knowledge of hotel reservations, property management systems and online booking channels
• Exceptional organisation, accuracy and attention to detail
• Confidence managing guest feedback, complaints and service recovery
• Experience overseeing cash handling, reconciliations, guest accounts and Front Office administration
• Confidence managing labour and day-to-day operational requirements
• Sound knowledge of workplace health and safety, emergency procedures, privacy and hotel security
• Availability across a seven-day operation, including weekends and public holidays as required, with occasional overnight on-call responsibility to support the hotel and respond to urgent guest or operational matters
• A collaborative approach and a long-term mindset

Key Responsibilities

• Lead the day-to-day Front of House operations across The Clairfield Hotel and Jila Wellness
• Take ownership of the complete guest journey from enquiry and reservation through to departure and post-stay
• Recruit, roster, lead, mentor and develop a warm, knowledgeable and confident Front of House team
• Set clear service standards and ensure every guest is welcomed and cared for with consistency
• Oversee reservations, room allocations, group bookings, special requests, VIP and long-stay bookings, cancellations, deposits and guest accounts
• Ensure arrivals and departures are well planned and work closely with Housekeeping and Maintenance to maintain room readiness and resolve issues quickly
• Oversee Front Office financial processes including floats, payments, deposits, invoicing, cash handling, reconciliations and end-of-day procedures
• Ensure the property management system, guest profiles and booking records are maintained accurately
• Manage guest enquiries, feedback and complaints, empowering the team to resolve issues with care and following through until they are resolved
• Ensure clear and effective communication between shifts through daily briefings, written handovers and established procedures
• Oversee the Jila Wellness Front of House experience, including bookings, enquiries, arrivals and service standards
• Ensure Jila's guest-facing spaces are beautifully presented and that guests, particularly those visiting for the first time, feel informed, comfortable and cared for
• Maintain strong communication between Front of House, Housekeeping, Maintenance, Jila, Gigi’s and the wider leadership team
• Maintain high standards of presentation across reception, the lobby and other Front of House guest areas
• Ensure appropriate controls are maintained around guest privacy, confidentiality, keys, access, security, emergency procedures and workplace health and safety
• Monitor guest feedback and reviews and use these insights to continually improve service, systems and training
• Build the team's knowledge of The Clairfield, Jila, Gigi’s and Mudgee so they can confidently answer questions, make bookings and offer thoughtful recommendations
• Contribute as part of the wider leadership team, helping shape experiences that connect The Clairfield, Gigi’s and Jila into one seamless guest journey

Why Join Us?

We're building a culture that is supportive, accountable, collaborative and warm. A place where people enjoy coming to work, feel proud of what they create together and are encouraged to grow.

We offer a competitive salary package, ongoing training, supportive leadership, relocation assistance where applicable, and the opportunity to help shape the guest experience at one of Mudgee's leading hospitality businesses.

A Note on Mudgee

For the right person, this role offers more than just a great hotel job. It's an opportunity to help shape the future of hospitality in a town people genuinely care about.

Mudgee has a way of slowing people down in the best possible way. Great wine, generous locals, beautiful seasons, long dinners, morning coffees that turn into conversations and a strong sense of community.

At The Clairfield, we're building something designed to last. A place woven into the rhythm of the region and the lives of the people who call Mudgee home.

Whether you're already part of the local community or looking to make Mudgee home, we're looking for someone who shares our values and wants to become part of the story.

Apply

If you're looking for a place where your leadership, your care and your understanding of great hospitality can genuinely make a difference, we'd love to hear from you.

Please submit your resume together with a cover letter answering the following questions:

• How do you build a Front of House culture where people genuinely care about the guest experience?
• Tell us about a hotel or hospitality experience you've never forgotten. What made it exceptional?
• What does your ideal next chapter as a hospitality leader look like?