Front Office Leader — Guest Services & Team Coach

NRMA Parks and Resorts; Gosford; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

5 weeks annual leave

Travel discounts

NRMA Rewards membership

Discounts on NRMA insurance products

Career progression within NRMA

Job summary

NRMA Parks and Resorts is seeking a Guest Services Manager at NRMA Ocean Beach Holiday Resort on the NSW Central Coast. You’ll lead the Front Office and Guest Services, coaching a busy team and ensuring an exceptional guest experience.

This is a hands‑on leadership role in a vibrant, 7‑day operation with peak check‑in periods and cross‑dept coordination. Reporting to the General Manager, you’ll drive team performance, rostering, and guest issue resolution, while fostering a collaborative

Qualifications

• Front Office or Guest Services experience in a busy hotel, resort or high-volume hospitality environment.
• Proven or potential leadership experience to guide a team.
• Strong passion for creating a great guest experience.
• Excellent communication with guests and colleagues across departments.
• Collaborative mindset to work across teams for the best outcomes.
• Strong organisational skills and ability to stay calm during busy periods.
• Comfort with using booking, rostering and email systems.
• Experience with Newbook or RMS is a plus.
• Flexibility to work across a 7-day operation, including weekends and peak periods.

Responsibilities

• Lead, coach and support the Front Office team to deliver a great guest experience daily.
• Be a visible on‑the‑floor leader, stepping in 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-ins during peak times.
• Mentor and develop team members to build confidence and capability.
• Utilise booking, rostering, email and systems to keep operations organised.

Skills

Front Office experience

People leadership

Guest experience passion

Communication skills

Team collaboration

Organisational skills

Tech-savvy

Newbook/RMS experience

Weekend availability

Tools

Newbook

RMS

Booking systems

Rostering tools

Job description

NRMA Parks and Resorts is seeking a Guest Services Manager at NRMA Ocean Beach Holiday Resort on the NSW Central Coast. You’ll lead the Front Office and Guest Services, coaching a busy team and ensuring an exceptional guest experience.

This is a hands‑on leadership role in a vibrant, 7‑day operation with peak check‑in periods and cross‑dept coordination. Reporting to the General Manager, you’ll drive team performance, rostering, and guest issue resolution, while fostering a collaborative