Front Office Leader - Guest Services

The NRMA; Gosford; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5 weeks annual leave

Travel discounts across NRMA network

Complimentary myNRMA Rewards

Discounts on NRMA insurance

Career growth within NRMA

Job summary

NRMA Ocean Beach Holiday Resort, located at Umina Beach on the NSW Central Coast, is seeking a Guest Services Manager to lead the Front Office and Guest Services teams. You’ll welcome guests, resolve concerns, and coordinate with housekeeping and other departments to keep operations smooth.

Reporting to the General Manager, you’ll oversee day-to-day operations, rosters, and peak-period planning, while mentoring staff to deliver memorable stays for guests at this large coastal resort with a range

Qualifications

• Strong Front Office/Guest Services experience.
• Previous people leadership experience, or capability to step into a leadership role.
• Genuine passion for creating a great guest experience.
• Confidence handling guest concerns and finding practical solutions.
• Great communication with guests and team members.
• Collaborative mindset across departments to get the best outcome.
• Strong organisational skills under pressure.
• Comfort with technology and booking/rostering systems; Newbook or RMS a plus.
• Willingness to work a 7-day operation, including peak periods.

Responsibilities

• Lead, coach and support the Front Office team to deliver a great guest experience each day.
• Be a visible, hands-on leader during busy periods.
• Manage day-to-day Front Office operations, rostering and priorities.
• Own escalated guest concerns and turn challenges into positives.
• Collaborate with Housekeeping, Maintenance and other departments for smooth operations.
• Assist with high-volume check-in periods and cabin readiness challenges.
• Train and mentor team members to build confidence and capability.
• Utilise booking, rostering, email and systems to stay organised.

Skills

Front Office leadership

Guest Services leadership

Guest experience focus

Communication skills

Tools

Newbook

RMS

Job description

NRMA Ocean Beach Holiday Resort, located at Umina Beach on the NSW Central Coast, is seeking a Guest Services Manager to lead the Front Office and Guest Services teams. You’ll welcome guests, resolve concerns, and coordinate with housekeeping and other departments to keep operations smooth.

Reporting to the General Manager, you’ll oversee day-to-day operations, rosters, and peak-period planning, while mentoring staff to deliver memorable stays for guests at this large coastal resort with a range