Guest Services Manager: Turtle Sands Resort

NRMA Parks and Resorts; Mon Repos; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5 weeks annual and recreation leave

Travel discounts & rewards

NRMA benefits

Job summary

Turtle Sands Resort in Mon Repos, QLD is seeking a Guest Services Manager who leads by example, loves hospitality, and thrives in a hands-on role that keeps guests smiling from arrival to departure.

Reporting to the General Manager, you’ll support reception, reservations and guest services, coach a high-performing team, plan activities and collaborate with all departments to deliver memorable coastal getaways.

Qualifications

• Minimum 2 years' experience in a similar role within a hotel, resort or tourist park environment.
• Experience across front office operations, including reception, reservations and guest services.
• Proven leadership or supervisory experience with the ability to motivate and develop a team.
• Strong organisational and multitasking skills in a fast-paced environment.
• Exceptional customer service, communication and problem-solving abilities.
• Current Blue Card (Working with Children) or the ability to obtain prior to commencement.
• Current First Aid and CPR certification, or the ability to obtain.
• Flexibility to work weekends, public holidays, peak holiday periods, and occasionally outside standard operating hours including early mornings and late nights.

Responsibilities

• 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.

Skills

Leadership

Guest services

Front office operations

Communication

Problem-solving

Team coaching

Event planning

Job description

Turtle Sands Resort | Mon Repos, QLD | Looking for more than a desk job?

At Turtle Sands Resort, every day is different. One moment you're welcoming guests arriving for a coastal escape, the next you're 'ensuring our Turtle Promise', or supporting your team on the front line, while ensuring every guest leaves with a smile.

We're looking for an energetic, people-focused Guest Services Manager who loves hospitality, thrives in a hands-on environment, and leads by example. This isn't a role where you'll be sitting in an office all day. You'll be out with the team, supporting reception, assisting guests, solving problems, and setting the standard for exceptional service.

Located just moments from the stunning beaches of Mon Repos and the world-famous turtle nesting region, Turtle Sands Resort offers guests a unique coastal getaway. 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 a full-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.

You Will

• 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.

What You'll Bring

We're looking for a hospitality professional who enjoys leading from the front and takes pride in delivering outstanding guest experiences.

You'll Have

• Minimum 2 years' experience in a similar role within a hotel, resort or tourist park environment.
• Demonstrated experience across front office operations, including reception, reservations and guest services.
• Proven leadership or supervisory experience with the ability to motivate and develop a team.
• Strong organisational and multitasking skills in a fast-paced environment.
• Exceptional customer service, communication and problem-solving abilities.
• Experience planning, coordinating and delivering guest activities and experiences.
• Current Blue Card (Working with Children) or the ability to obtain prior to commencement.
• Current First Aid and CPR certification, or the ability to obtain.
• Flexibility to work weekends, public holidays, peak holiday periods, and occasionally outside standard operating hours including early mornings and late nights.

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.

If you're passionate about hospitality, love working with people, and thrive in a hands-on leadership role, we'd love to hear from you.