Front Office Supervisor

Crystalbrook Byron is a 5-star resort nestled in 45-acres of magical subtropical rainforest, just 5 minutes from the hub of energy that is Byron Bay. Our resort is a rainforest retreat and a slice of luxury, all wrapped into an environment that relaxes hearts and reinvigorates minds. Join us in our mission to create a more sustainable and memorable guest experiences. 

At Crystalbrook Collection, we do things differently. Driven by our mission to harness the spirit of wonder, we embrace responsible luxury with positivity, creativity, and fun, delivering locally unique hospitality experiences for our community. We're not just another hotel group — we're a bold, sustainably minded collection that puts people and place at the heart of everything we do. Guided by our values — We are Customer Obsessed, We are Collaborators, and We are Courageous — we’re passionate about creating extraordinary guest experiences and shaping a new era of hospitality.

Role Purpose:

We are seeking an experienced, passionate and service-driven full-time Front Office Supervisor to join our luxury resort in the heart of Byron Bay. This hands-on leadership role is responsible for ensuring the seamless day-to-day operation of the Front Office while delivering exceptional guest experiences that reflect the Spirit of Wonder in a personable and elevated manner. As the operational leader on shift, you will provide immediate support and guidance to our Guest Service Agents and Porters, ensuring every guest interaction is warm, personalised and memorable. You will lead by example, foster a positive and collaborative team culture, and support the Assistant Front Office Manager and Front Office Manager in driving operational excellence.

Responsibilities:

The role is responsible for providing day-to-day operational leadership of the Front Office during assigned shifts, ensuring smooth workflow, appropriate task allocation, timely completion of daily requirements and consistent adherence to service standards. This includes providing real-time support to Guest Service Agents and Porters, coordinating team breaks while maintaining operational coverage, monitoring lobby and guest-facing presentation, and acting as the first point of escalation for guest enquiries, requests and service recovery. The role requires strong accountability, time management and a hands-on leadership approach, leading by example through professionalism, attention to detail and genuine hospitality.

A key focus of the role is delivering an exceptional and personalised guest experience by proactively engaging with guests, anticipating their needs and building meaningful relationships. The role is expected to respond to guest feedback with empathy and confidence, resolve concerns promptly and identify opportunities to create memorable moments that further elevate the luxury guest experience.

The role also supports the Assistant Front Office Manager and Front Office Manager in leading, motivating and developing the Front Office team. This includes coaching and mentoring team members, assisting with the onboarding and induction of new employees, delivering training across systems, service standards and operational procedures, and supporting the implementation of new policies, procedures and service initiatives. Through consistent guidance and positive leadership, the role contributes to fostering a respectful, collaborative and high-performing team culture.

Skills and experience:

Proven experience in a similar role or luxury hotel. Can-do, culture driven and hard-working individual. Suitable for a Senior Guest Service Agent looking to take the next step in their career.

Why Us:

You will work alongside exceptional people in a supportive, collaborative and agile environment. We are proud to offer a range of industry-leading benefits that support your lifestyle, career and wellbeing including:

·        50% F&B discount across all Crystalbrook restaurants and bars

·        $99 room rates and a generous friends and family discount

·        Enhanced parental Leave and lifestyle benefits

·        A commitment to a green future through enhanced sustainability practices

·        Access to our internal mobility program and team reward schemes

·        Online learning and training with tailored career development pathways 

·        A culture of collaboration, elevating experiences and diversity

·        Limitless career opportunities in a fast growing, dynamic environment 

·        Regular service recognition and team engagement events 

We value diversity and inclusion, welcoming people of all backgrounds. If you need adjustments during the recruitment process, let us know so we can support you to perform at your best.

As part of our recruitment and compliance process, we may request eligibility documents, police checks and employment references. 

Crystalbrook Collection is an award-winning hotel development and management company, proudly showcasing Australia’s newest portfolio of distinctive upscale hotels, restaurants and bars where differences are applauded. In just seven years, we own and manage luxury hotel assets worth over AU$1 billion across NSW and QLD. Our growth trajectory continues with exciting plans for new hotels in Adelaide and Canberra during 2026 and continued ambitions for further expansion both domestically and internationally.