Front Office Duty Manager — Resort Guest Experience Lead

Village Roadshow Limited; Gold Coast City; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Unlimited park access

Friend/family passes

Food & retail discounts

Employee benefits app

Team events and awards

Rewards and prizes

On-site wellbeing support

Professional development

Job summary

Village Roadshow Limited is seeking an energetic Duty Manager for Sea World Resort on the Gold Coast. Lead the Front Office team, oversee guest check-in/check-out, and drive exceptional guest experiences in a fast-paced resort setting.

Reporting to the Front Office Manager, you will coach staff, resolve guest issues, and ensure smooth operations across departments while maintaining a high standard of service and safety.

Qualifications

• Previous experience in a Front Office leadership or supervisory role within a busy hotel or resort environment.
• Strong understanding of Front Office operations, including night audit processes.
• Excellent communication and customer service skills with a passion for guest experiences.

Responsibilities

• Be the face of Sea World Resort by maintaining a strong presence at Reception and supporting the team with smooth and efficient guest interactions.
• Support the Front Office Manager in coaching, training and developing team members to ensure exceptional guest service standards.
• Turn challenges into positive experiences by responding to guest feedback and resolving concerns with professionalism and care.
• Build strong working relationships across the Resort and maintain effective communication between departments.
• Act as a key point of contact for day to day Resort operations, ensuring everything runs seamlessly.
• Manage transactions accurately and in line with company procedures.
• Attend to first aid incidents and complete all required documentation.
• Demonstrate flexibility with your availability, including weekends, evenings and public holidays as required in a 24/7 operation.

Skills

Front Office leadership

Night audit

Customer service

Communication

Staff coaching

Tools

Opera PMS

Job description

Village Roadshow Limited is seeking an energetic Duty Manager for Sea World Resort on the Gold Coast. Lead the Front Office team, oversee guest check-in/check-out, and drive exceptional guest experiences in a fast-paced resort setting.

Reporting to the Front Office Manager, you will coach staff, resolve guest issues, and ensure smooth operations across departments while maintaining a high standard of service and safety.