Guest Services Manager - Ocean Beach Resort

About the role

NRMA Ocean Beach Holiday Resort, located at Umina Beach on the NSW Central Coast, is a large resort with beachfront accommodation, safari tents, camping and caravan sites. It is looking for a Guest Services Manager to lead the Front Office and Guest Services, reporting to the General Manager and working as part of the resort's leadership team.

Key responsibilities

• Lead, coach and support the Front Office team, delivering a great guest experience every day
• Manage the day-to-day Front Office operation, including team coordination, rostering and operational priorities
• Take ownership of escalated guest concerns and turn challenging situations into positive outcomes
• Work closely with Housekeeping, Maintenance and other departments to keep operations running smoothly
• Help manage busy arrival and departure periods, including days with 250+ check-ins
• Support the team through cabin readiness challenges, guest requests and changing priorities
• Train, mentor and develop team members
• Use booking, rostering, email and operational systems to keep things organised

Required profile

• Ideally previous leadership of a Front Office, Reception or Guest Services team in a busy hotel, resort or high-volume hospitality environment; open to someone with extensive Front Office or Guest Services experience in a larger operation
• Strong Front Office, Reception or Guest Services experience
• People leadership experience, or the confidence to step into a leadership role
• Passion for creating a great guest experience and confidence handling guest concerns
• Good communication and collaboration skills, strong organisation and calmness under pressure
• Willingness to work across a 7-day operation, including weekends, public holidays and peak periods, generally 7.30am to 8pm

Required skills

• Confidence learning and using booking systems, rostering tools, email and operational platforms
• Experience with Newbook or RMS is a huge plus

What we offer

• 5 weeks annual and recreation leave, plus progressive flexibility and well-being benefits
• Travel discounts on SIXT car rental, cruises and accommodation at NRMA Holiday Parks and Resorts
• myNRMA Rewards membership with Roadside Assistance and discounts on groceries, attractions, restaurants and more
• Discounts on NRMA personal insurance products
• Career growth and relocation opportunities within the NRMA Group