Guest Services Manager - Ocean Beach Resort

About the role

NRMA Parks & Resorts is looking for a Guest Services Manager for its Ocean Beach Holiday Resort in Umina Beach, on the NSW Central Coast. Reporting to the General Manager and working as part of the resort's leadership team, you will take ownership of the day-to-day operation of Front Office and Guest Services. The resort is a large, bustling holiday destination with beachfront accommodation, safari tents, camping and caravan sites.

Key responsibilities

• Lead, coach and support the Front Office team so they deliver a great guest experience every day
• Act as a visible, hands-on leader who steps in to support the team during busy periods
• Manage the day-to-day Front Office operation, including team coordination, rostering and operational priorities
• Own escalated guest concerns and turn challenging situations into positive outcomes
• Work closely with Housekeeping, Maintenance and other resort departments
• 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; also 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
• Ability 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 technology such as booking systems, rostering tools and email 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 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