Guest Services Supervisor

About the role

We're looking for a proactive, service-focused Guest Services Supervisor to join our Gold Coast team, based in Broadbeach. This role supports the delivery of exceptional guest experiences by coordinating and overseeing day-to-day Guest Services operations, including front desk, guest communications, arrivals, departures, guest issue resolution and operational follow-up. You'll work closely with the Holiday Manager, Guest Services team, Host Inspectors, Customer Service Executives (CSEs)/Property Managers, Housekeeping, Maintenance and Reservations teams to make sure guest and property-related matters are communicated effectively and followed through to resolution. Reporting to the Holiday Manager you'll provide day-to-day supervision, hands-on support, training and guidance to Guest Services team members and Host Inspectors.

Key responsibilities

• Coordinate daily operational priorities across guest arrivals, departures, enquiries and issues
• Support front office and reception operations, including walk-in guests, phone enquiries, emails and guest messaging platforms
• Assist with guest check-in processes, access information, key and fob management, arrival readiness and departure coordination
• Monitor guest communications to maintain service standards, response times and communication quality
• Support weekend operations and assist with real-time issue resolution
• Ensure urgent guest-related matters are actioned promptly or escalated appropriately
• Act as the first point of escalation for routine guest concerns, access issues, cleaning concerns, maintenance matters and service recovery situations
• Resolve guest concerns professionally and efficiently within approved business guidelines
• Provide day-to-day guidance, coaching and operational support to Guest Services, Front Desk and Host Inspector teams
• Support onboarding and training of new team members

About you

• Experience in hospitality, accommodation, tourism or customer service operations
• Previous supervisory or team leadership experience preferred
• Strong guest service, communication and conflict-resolution skills
• Ability to coordinate multiple priorities in a fast-paced environment
• Strong organisational and problem-solving skills
• Experience using reservation, property management or guest communication systems
• Ability to build positive working relationships across multiple operational teams
• Availability to support weekend operations and occasional out-of-hours escalations, in line with roster arrangements

About us

Alloggio (Italian for "Accommodation") was born in December 2015 as a pioneering holiday accommodation management company, poised to revolutionise the hospitality sector across Australia and New Zealand. With a strategic focus on creating distinct regions across predetermined locales, we bring together multiple business units to form cohesive regional entities. Our mission is to elevate the owner and guest experience while maximising returns for property owners, fostering community engagement, and nurturing strong vendor relationships.