Front Office Duty Manager — Lead Guest Experience

RACV Limited; Cape Schanck; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

RACV Cape Schanck Resort in Victoria is seeking a Front Office Duty Manager to lead guest experiences from arrival to departure. This hands-on leadership role oversees resort operations during shifts, supporting Front Office, Maintenance and Housekeeping to uphold high service standards.

You will empower your team, mentor staff and resolve guest concerns with calm, professional communication, ensuring a memorable visit at this iconic coastal destination.

Qualifications

• Leadership experience in hotel, resort or hospitality.
• Strong Front Office operations knowledge.
• A genuine passion for customer service and team leadership.
• Ability to manage guest feedback and resolve issues professionally.
• Remain calm under pressure and make sound decisions.
• Excellent communication and relationship-building skills.
• Collaborative leadership with a coaching focus.
• Flexibility to work a rotating roster including evenings, overnights, weekends and public holidays.
• Experience with OPERA or a similar PMS.

Responsibilities

• Oversee resort operations during your shift and lead from the front.
• Support Front Office, Maintenance and Housekeeping teams.
• Resolve guest concerns and ensure service standards remain high.
• Empower and mentor team members, and collaborate with departments across the resort.
• Handle operational challenges and maintain guest satisfaction during busy periods.

Skills

Leadership

Front Office

Customer Service

People Management

Conflict Resolution

Calm Under Pressure

Communication

Roster Management

OPERA PMS

Tools

OPERA

Job description

RACV Cape Schanck Resort in Victoria is seeking a Front Office Duty Manager to lead guest experiences from arrival to departure. This hands-on leadership role oversees resort operations during shifts, supporting Front Office, Maintenance and Housekeeping to uphold high service standards.

You will empower your team, mentor staff and resolve guest concerns with calm, professional communication, ensuring a memorable visit at this iconic coastal destination.