Guest Services Manager: Ocean Beach Resort

My NRMA; Gosford; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

5 weeks annual leave

Recreation Leave

Travel discounts

NRMA Rewards member benefits

Career progression across NRMA Group

Job summary

NRMA Ocean Beach Holiday Resort on the NSW Central Coast is seeking a Guest Services Manager to lead Front Office and Guest Services operations. You’ll coach a busy team, manage rostering, handle escalated guest concerns and work with Housekeeping and Maintenance to keep things running smoothly.

Reporting to the General Manager, you’ll inspire a guest-centric culture, ensure a seamless arrival and departure experience, and drive continuous improvement across front-of-house activities.

Qualifications

• Previous leadership of Front Office/Guest Services in busy hospitality.
• Experience in a larger operation with leadership potential.
• Strong communication and guest service focus.

Responsibilities

• Lead, coach and support Front Office team to deliver guest experiences.
• Be a hands-on leader during peak periods.
• Manage day-to-day Front Office operations, rostering and priorities.
• Resolve escalated guest concerns and turn challenges into positives.
• Collaborate with Housekeeping, Maintenance and other departments.
• Oversee busy check-in and check-out periods.
• Train and develop team members.

Skills

Front Office

Guest Services

People Leadership

Communication

Tools

Newbook

RMS

Job description

• Full-time
• Department: Guest Services

Company Description

With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion – from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences.

Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen—it's not just our job, it's in our nature.

Job Description

Lead Guest Services | Back your team | Make every stay count

At NRMA Ocean Beach Holiday Resort, no two days at Front Office look quite the same.

One minute you’re welcoming families ready to start their holiday, the next you’re resolving a guest concern, coordinating with Housekeeping or helping your team navigate an unexpected challenge. And that’s exactly why we’re looking for a Guest Services Manager who loves being part of the action.

Located at Umina Beach on the NSW Central Coast, Ocean Beach is a large, bustling holiday resort with everything from beachfront accommodation and safari tents to camping and caravan sites.

What you’ll do

Reporting to the General Manager and working as part of the resort’s leadership team, you’ll take ownership of the day-to-day operation of Front Office and Guest Services.

You’ll:

• Lead, coach and support our Front Office team, helping them deliver a great guest experience every day
• Be a visible, hands‑on leader who is comfortable jumping in and supporting the team during busy periods
• Manage the day-to-day Front Office operation, including team coordination, rostering and operational priorities
• Take ownership of escalated guest concerns and help turn challenging situations into positive outcomes
• Work closely with Housekeeping, Maintenance and other resort departments to keep operations running smoothly
• Help manage busy arrival and departure periods, including days with 250+ check-ins
• Support your team through cabin readiness challenges, guest requests and changing operational priorities
• Train, mentor and develop team members to build confidence and capability
• Use booking, rostering, email and operational systems to keep things organised and moving

What you’ll bring

Ideally, you’ve previously led a Front Office, Reception or Guest Services team within a busy hotel, resort or high-volume hospitality environment. We’re also open to someone who has extensive Front Office or Guest Services experience in a larger operation and is ready to take that next step into leadership.

You’ll bring:

• Strong Front Office, Reception or Guest Services experience
• Previous people leadership experience, or the capability and confidence to step into your next leadership role
• A genuine passion for creating a great guest experience
• Confidence handling guest concerns and finding practical solutions
• Great communication skills with both guests and team members
• A collaborative mindset and willingness to work across departments to get the best outcome
• Strong organisation skills and the ability to keep your cool when things get busy
• Confidence learning and using technology, including booking systems, rostering tools, email and operational platforms
• Experience with Newbook or RMS would be a huge plus
• Flexibility to work across a 7-day operation, including weekends, public holidays and peak periods, with operating hours generally falling between 7.30am and 8pm

What’s in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities including 5 weeks annual and recreation leave.
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know you belong:

We’re for inclusion, diversity, and representing the members, guests, customers, and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be part of our team.

As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks.