Guest Service Manager (Front Office/Duty Manager)

With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget and style – from campsites to luxury resorts. From Tropical North Queensland to the remote Tasmanian wilderness, we connect holidaymakers with incredible natural destinations that offer more than a change of scenery. 

Owned by the NRMA Group, we have a large team across our holiday parks, resorts and support office who love what they do, all working together to make holiday magic. Because creating unforgettable holidays is not just our job – it’s in our nature. 

In September 2024, NRMA Parks and Resorts will open Turtle Sands, a new nature resort on the shores of the globally significant Mon Repos turtle nesting beach near Bundaberg, Queensland. The property will be the only place on Australia’s mainland where you can stay metres from one of nature’s most incredible experiences: turtles nesting and hatching. 

You will join us during the exiting pre-opening phase of the development and contribute to the recruitment process of building our new team!

What you will do:

Our Guest Service Manager will ensure the highest possible standard of presentation throughout all resort departments whilst on shift.  You will settle into our Head of Department management structure and assist in providing direction and support in the absence of the Assistant Resort Manager and General Manager.  

Duty Manager duties will be required after reception is closed. The focus will be to ensure guests are adhering to the Turtle Protection Promise which is no lights, and minimal noise after 730pm when in Turtle season.

Your working hours will be rotating a morning shift or afternoon/evening shift. Varying around 7am-3pm and 2pm-10pm.  Please note this is not a live onsite psoiton.

You will also:

• Ensure that all administrative/front office duties are carried out with the highest possible standards of efficiency and professionalism, aligned with company policy. 
• Evaluate guest satisfaction levels and monitor trends with a focus on continuous improvement with a strong focus on customer experience.
• Ensure that individual guests, groups and patrons are welcomed warmly, greeted by name where possible, and are efficiently checked-in and checked-out in accordance with established policies and procedures.
• Assist guests with special requests, general information, transportation, event tickets, restaurant and airline reservations and other reasonable requests as they arise
• Assist the Assistant Manager to ensure your team are supported, by providing up-to-date knowledge of all accommodation categories, whilst driving a positive and inspiring work culture

What you will bring:

• Demonstrated experience (minimum 2 years) in a similar position in a Hotel/ Park or Tourist Park environment.
• Relevant hotel/Park experience within the front office environment, including areas of Reception, Switchboard and reservations.
• Previous experience with front office computer and Reservations systems is desirable.
• Outstanding guest service skills – you are welcoming and adaptable.  No challenge or request is too small
• You wear your uniform with pride – you are happy to get your hands dirty to support you team and go the extra mile with a smile on your dial to assist our guests 
• An understanding of rostering (systems) to meet operational need and departmental ownership

What’s in it for you? 

At Parks & Resorts we are not just about discounts (although you do get these too). We know everyone leads a life of their own and regardless of what stage you are at we have something to suit! 

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities 
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts. 
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more 
• “ME” day – one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year 
• Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements 
• Discounts on all NRMA insurance products including car, home & travel 
• Grow or progress your career and move around the country or across the NRMA Group's business with us. 

Know you belong:

At NRMA Parks & Resorts we celebrate and welcome difference and work together to create an inclusive workplace where our people feel respected, heard, valued and connected no matter what background or experience. From First Nations peoples, to gender, age, ethnicity, sexual orientation and different abilities, we welcome people from all walks of life and embrace unique perspectives.  

While we continue to commit to an inclusive, equitable and diverse workplace we are proud of our key achievements to date:    

• We made the 2022 AFR Boss Best Places to Work List 
• Recognised by Reconciliation Australia for our ‘Stretch’ Reconciliation Action Plan 
• Recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality 2023-2025 
• Certified as a Family Inclusive Workplace 
• Awarded 2023 Australian Workplace Equality Index (AWEI) Bronze Employer & 2022 AWEI Most Improved Employer 

Are you nodding your head as you read this?  Ready to roll up your sleeves and really make a difference?

Apply now, we cannot wait to hear from you!