Guest Services Manager

Belgravia Group; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Belgravia Group operates a coastal holiday park in Narrabeen, NSW, seeking a Guest Services Manager to lead the guest experience from arrival to departure. You will oversee reception, reservations and guest services, coaching a passionate team to deliver memorable stays.

The role requires hands-on leadership, collaboration with departments, and ongoing focus on guest satisfaction. Weekend, evening and public holiday availability may be required in a busy park setting.

Qualifications

• Experience leading guest services teams.
• Proficient in computerised booking systems and reservations.
• Excellent communication and customer service skills.

Responsibilities

• Lead, coach and develop a high-performing Guest Services team.
• Support reception and guest services during peak periods.
• Oversee day-to-day operations of reception, reservations and guest services.
• Deliver exceptional guest experiences and handle enquiries and escalations.
• Coordinate rosters, training and performance to maintain service standards.

Skills

Leadership

Guest services

Reception operations

Team coaching

Tools

RMS 9+ Reservation System

Booking systems

Job description

1d ago , from Belgravia Health and Leisure

NSW, Sydney Lakeside Holiday Park - North Narrabeen NSW 2101

• Full time position
• Be part of a dynamic and growing team

An exciting opportunity to work in a holiday park in the beautiful coastal side of Narrabeen, NSW

As a key member of the resort leadership team, you'll play an important role in shaping memorable holiday experiences while leading a passionate Guest Services team. This is afull-time permanent salaried position, reporting to the General Manager.

What You'll Do

As Guest Services Manager, you'll be the driving force behind the guest experience from arrival to departure, ensuring every stay is smooth, welcoming and memorable.

• Lead, coach and develop a high-performing Guest Services team.
• Work alongside the team on reception and guest services, providing hands-on support during busy periods.
• Oversee the day-to-day operation of reception, reservations and guest services.
• Create positive and memorable guest experiences while confidently handling guest enquiries and escalations.
• Coordinate rosters, team training and performance to maintain exceptional service standards.
  Plan and deliver engaging guest activities and experiences that enhance every stay.
• Collaborate closely with all departments to ensure a seamless guest journey.
• You will assist to ensure the highest possible standards and efficiency in the Housekeeping Department.
• You will assist in providing direction and support to the Housekeeping team, through daily coordination and task allocation, as well as hands on duties relative to the park housekeeping requirements, including:
• Accommodation, Amenities and Public Areas are cleaned and serviced to Housekeeping Standards
• Roster planning, schedules and organising the supervision of staff
• Planning of daily room requirements, servicing and pre-arrival checks
• Monitoring linen and stock supplies, ordering and rotation
• Fantastic customer service;

More about the Role

The role is structured to attract someone who loves working with and alongside customer centric teams that provide a genuine, positive impact by connecting the community to leisure. You will lead our team of Guest Service Attendants.

You should have great people and verbal communication skills and be used to working within a customer centric, busy park environment. The successful candidate will be coaching their team to follow the BelgraviaPRO customer service philosophy by leading from the front.

This role involves delivering exceptional leadership to your team as well as assisting with administrative and hospitality tasks.

About you

You will be friendly, enthusiastic and available to weekends, evenings and public holidays.

• Experience with computerised booking systems and good computer skills;
• Willingness to learn and apply our systems and processes;
• Flexible attitude to hours;
• Ensure the cleaning is completed in a timely manner;
• Ability to work in a team environment;
• Advising of any maintenance or WHS issues.

ESSENTIAL:

• Current CPR
• National Police Check clearance upon on-boarding
• Working with Children's Check NSW or equivalent
• A suitable level of fitness with a flexible approach to workloads and a can do attitude

DESIRABLE:

• Experience as a Senior, Lead, Supervisor or experienced Housekeeper in a busy hospitality environment is preferred, however candidates with the right skills and attitude will also be considered
• RMS 9+(Online Reservation System) experience preferredbut not necessary
• Minimum 2 years experience in a similar role

We can provide full time (38 hrs per week) work for the right person; a stimulating and challenging work environment and Hospitality Award pay and conditions.

The Company

BelgraviaPROis a management services company specialising in the operation of tourism properties, from campgrounds to large-scale tourist parks, we are also offering Park Manager training through the company’s successful RTO

We value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability.

We are committed to providing a child safe environment. Please refer to ourchild safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.

https://belgraviagroup.com.au/childsafe#statement