Front Office Duty Manager — Lead Guest Experience & Ops

RACV Limited; Healesville; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Discounts on RACV resorts

Health & wellbeing benefits

Paid volunteer leave

Parental leave

Employee parking

Recognition programs

Career development

Employee referral incentives

Supportive culture

Job summary

RACV Healesville Country Club & Resort in Victoria’s Yarra Valley is seeking a Front Office Duty Manager for a Permanent Full Time role. You will lead the Front Office team, coordinate with housekeeping and other departments, and ensure exceptional guest experiences across a 24/7 operation.

This hands-on leadership position requires 4-5 star hospitality experience, a flexible roster including weekends and public holidays, and a passion for service.

Qualifications

• Minimum experience in front office supervisory or duty manager roles within hotel/resort settings.
• Experience in 4-5 star hotel or resort environments; Opera PMS familiarity is highly regarded.
• Strong leadership, coaching and team development abilities.
• Excellent communication, problem-solving and guest service skills.
• Confidence in managing guest feedback and resolving issues professionally.
• Strong organisational skills and attention to detail in a fast-paced environment.
• Knowledge of emergency procedures and the ability to stay calm under pressure.
• Current Driver Licence and Working With Children Check (or willingness to obtain).
• Excellent personal presentation and genuine hospitality passion.

Responsibilities

• Lead, supervise and support the Front Office team to deliver exceptional guest experiences.
• Respond to guest enquiries, requests and feedback promptly and professionally.
• Ensure smooth Front Office operations, including check-in, check-out and guest services.
• Liaise with Housekeeping, Maintenance and other departments to meet guest needs.
• Assist with training, coaching and development of team members.
• Support resort operations and monitor conferences, events and activities across the property.
• Monitor property presentation and service standards to ensure consistently high-quality guest experiences.
• Maintain a safe and secure environment for guests and employees.
• Respond to incidents and emergencies as required and support resort-wide operational needs.

Skills

Front Office leadership

Duty Manager experience

Hospitality leadership

Guest service

Communication skills

Organisational skills

Opera PMS

Tools

Opera PMS

Job description

RACV Healesville Country Club & Resort in Victoria’s Yarra Valley is seeking a Front Office Duty Manager for a Permanent Full Time role. You will lead the Front Office team, coordinate with housekeeping and other departments, and ensure exceptional guest experiences across a 24/7 operation.

This hands-on leadership position requires 4-5 star hospitality experience, a flexible roster including weekends and public holidays, and a passion for service.