Front Office Duty Manager — Lead Guest Experience

RACV; Cape Schanck; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Discounts on RACV products

Employee wellbeing benefits

Career development opportunities

Job summary

RACV Cape Schanck Resort is seeking a Front Office Duty Manager to lead guest-facing operations and ensure exceptional service from arrival to departure. In this permanent full-time role, you will oversee daily resort operations, support Front Office, Maintenance and Housekeeping, and mentor a dynamic team to deliver seamless guest experiences across a rotating roster.

You should bring strong leadership, Front Office experience, and a calm, decisive approach to guest feedback, with a focus on

Qualifications

• Previous leadership or supervisory experience within a hotel, resort or hospitality environment.
• Strong Front Office operational knowledge.
• A genuine passion for customer service and team leadership.
• Confidence managing guest feedback and resolving issues professionally.
• The ability to remain calm under pressure and make sound decisions.
• Excellent communication and relationship-building skills.
• A collaborative leadership style with a focus on coaching and developing others.
• Flexibility to work a rotating roster, including evenings, overnights, weekends and public holidays.
• Experience with OPERA or a similar property management system will be highly regarded.

Responsibilities

• Oversee resort operations during shifts and lead from the front.
• Support Front Office, Maintenance and Housekeeping teams to meet service standards.
• Resolve guest concerns and ensure consistent guest experiences across the property.
• Empower teams to make decisions and collaborate with other departments.
• Mentor and develop staff while managing a dynamic, busy hospitality environment.

Skills

Leadership

Front Office

Customer Service

Guest Feedback

Decision Making

Communication

Team Development

Roster Flexibility

Opera PMS

Tools

Opera PMS

Job description

RACV Cape Schanck Resort is seeking a Front Office Duty Manager to lead guest-facing operations and ensure exceptional service from arrival to departure. In this permanent full-time role, you will oversee daily resort operations, support Front Office, Maintenance and Housekeeping, and mentor a dynamic team to deliver seamless guest experiences across a rotating roster.

You should bring strong leadership, Front Office experience, and a calm, decisive approach to guest feedback, with a focus on