Resort Front Office Leader - Guest Experience & Operations

RACV; Sydney; On-site; AUD 81,000 - 100,000; Full time

Benefits offered by this job

Discounts on RACV products & resorts

Employee discounts at RACV resorts

Complimentary onsite parking

Health & wellbeing discounts

Job summary

RACV Royal Pines Resort is seeking a Duty Manager to lead the Rooms Division, oversee front office operations and guest interactions on a busy resort campus.

Join Australia’s trusted RACV brand and drive service standards across reception, reservations and leisure teams, ensuring smooth check-ins, group handling and safe, welcoming experiences for guests.

Qualifications

• Front office supervisor/manager experience in a 4–5 star hotel or resort.
• Valid driver’s licence and eligible to obtain a Qld WWCC Blue Card, RSA, First Aid & CPR.
• People leadership skills in training, coaching and developing teams.
• Excellent communication, negotiation and problem solving skills.
• Knowledge of medical, emergency evacuation and fire procedures.
• Excellent grooming and personal presentation.

Responsibilities

• Lead, supervise and support the rooms division team, including receptionists, concierge, reservations & leisure attendants.
• Respond to guest enquiries, requests and complaints promptly and professionally.
• Ensure smooth and efficient reception service and procedures, including checking in/out large groups.
• Monitor room availability and coordinate with housekeeping and maintenance teams.
• Assist in managing reservations and room assignments, using PMS Opera.
• Assist with rosters, training, coaching and mentoring team members.
• Ensure the property presentation is maintained to a high standard.
• Maintain a safe environment for staff & guests.
• Collaborate with other departments to respond to incidents and emergencies.

Skills

Front office leadership

Guest service excellence

Communication skills

Problem solving

Team coaching

RSA / First Aid & CPR

Staff management

Tools

PMS Opera

Job description

• Gold Coast | RACV Royal Pines Resort | Full-time + Part-time
• Generous employee benefits & discounts on RACV products & 10 resorts
• Join a trusted Australian brand & Victoria’s largest member-based organisation

Great things start here

Be part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future.

At RACV Royal Pines Resort, a short drive from Surfers Paradise set on a championship golf course with spacious rooms and authentic culinary experiences, enjoy the best of tourism and have room to grow in a changing industry that's yours to shape. Join our supportive leisure team whose job it is to help people live their best lives — whether they’re on holiday, visiting an attraction or treating loved ones to a special experience.

About the Opportunity

Are you ready to take the next step in your career as a hotel leader? The excitement is building on the Gold Coast, as the 2032 Olympic Games fast approaches. RACV Royal Pines Resort is entering an exciting new chapter, with significant resort development projects underway and the implementation of innovative guest-facing technologies, we are seeking a professional resort Duty Manager, to join our friendly and dedicated team through this period of transformation and growth.

At RACV Royal Pines Resort, we are committed to providing guests with exceptional services and experiences. As one of Australia’s largest and leading conference and events resorts, we offer premium accommodation, multiple dining outlets, day spa, championship golf course and sporting facilities.

We have two positions available:

• Permanent Full-time - 7 day week availability, shift times are 6.30am-2.30pm, 2.30pm-10.30pm & occasional overnights 10.30pm-6.30am

This could be just the right role for you?

Reporting to the Front Office Manager, you will be a key player within our large Rooms Division team, overseeing the daily operations and knowing what conference & events are happening around the resort, managing the front office team and interacting with guests and other departments. Your key responsibilities for the role include:

• Lead, supervise and support the rooms division team, including receptionists, concierge, reservations & leisure attendants
• Respond to guest enquiries, requests and complaints promptly and professionally
• Ensure smooth and efficient reception service and procedures, including checking in/out large groups
• Monitor room availability and coordinate with housekeeping and maintenance teams
• Assist in managing reservations and room assignments, using PMS Opera
• Assist with rosters, training, coaching and mentoring team members
• Ensure the property presentation is maintained to a high standard
• Maintain a safe environment for staff & guests
• Collaborate with other departments to respond to incidents and emergencies

What you’ll need to be successful

• Previous front office supervisory or management experience in a 4-5 star hotel/resort, or similar environment
• Current drivers licence, and hold/be eligible to obtain a Qld WWCC Blue Card, RSA, First Aid & CPR
• People leadership skills in training, coaching and developing teams
• Excellent communication, negotiation, and problem solving skills
• Knowledge of medical, emergency evacuation and fire procedures
• Excellent grooming & personal presentation

We are Offering

• Permanent Full-time or Part-time - leadership opportunity
• Competitive remuneration package - full-time equivelant (FTE) salary $84,000 + 12% super / part-time prorata
• Employee of the month awards & recognition programs
• Lifestyle employee discounts & benefits at RACV resorts with accommodation, dining, vehicle roadside assistance, insurance, travel & experiences, RACV club membership, care hire & corporate partner offers
• Health & wellbeing employee discounts & benefits including discounted gym & golf membership, eye wear, employee giving & volunteer program, parental leave, employee assistance program + more
• Healthy team culture + values led organisation
• Career leadership training and development opportunities
• Complimentary parking onsite

The RACV difference

Challenge yourself with diverse work and go further than you thought at RACV.

Application process

You can learn more about the RACV at careers.racv.com.au

Applicants will be required to complete an initial 20-minute AI online chat interview.

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Applicants for this role, will also be required to provide evidence that they have a current Working With Children Check or willing to obtain a Working With Children Check.

Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis - Front Office and whether any reasonable adjustments may be required.

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.