Hands-On Guest Services Leader - 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 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.