Guest Service Supervisor

With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion – from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences. Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen—it's not just our job, it's in our nature.

Freycinet Lodge is an eco-lodge that sits within the world famous Freycinet National Park – a stone’s throw from the renowned Wineglass Bay on the picturesque East Coast of Tasmania. The Lodge consists of 70 rooms and a main lodge, thoughtfully constructed around a beautiful waterfront below The Hazards mountain range. Located approximately 2.5 hours from Hobart or Launceston, Freycinet Lodge neighbours the popular holiday town of Coles Bay.

• With your experience, create an impact on our guests in this casual, hands-on and detail orientated role
• Ensure our guests have a great experience and make holiday memories
• Staff accommodation available

What you’ll do:

Reporting to the Guest Services Manager, you’ll lead by example to deliver exceptional, personalised service that connects guests to place through storytelling and genuine engagement. You’ll support and motivate your team to exceed expectations, ensure accurate guest registration and room accounts, and proactively resolve queries. You’ll also assist with night audit, end-of-month tasks and drive upselling opportunities. On a daily basis you will:

• Lead and support your Team under the direction of the Guest Services Manager
• Complete reception tasks such as taking bookings, preparing invoices, checking guests in and out
• Answer phone and email enquires promptly and professionally
• Communicate with other departments to ensure rooms are ready for guest arrivals or to ensure guest needs are met

What you’ll bring:  

• Proven guest service experience with strong working knowledge of booking systems such as NewBook, RoomMaster, Opera, or similar
• Previous experience in night audit operations
• Demonstrated leadership in a Team Leader or Supervisor role
• A passion for delivering exceptional customer service and creating memorable guest interactions
• Ability to organise, lead, and collaborate effectively within a team environment
• Excellent interpersonal and communication skills
• A vibrant, can-do attitude and the ability to thrive in a fast-paced setting
• Certificate II in Hospitality (Operations) or equivalent hands-on experience
• Strong problem-solving skills, including the application of basic mathematical concepts in a workplace context
• Experience in developing a sound knowledge of a broad range of products and services​​
• High level of computer literacy, particularly with Microsoft Office programs
• A track record of success in upselling and cross-selling opportunities

What’s in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility and well-being benefits to balance all of life's priorities
• Complimentary myNRMA Rewards membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Employee referral program where you may be eligible for a referral bonus of up to $2,000
• Potential to grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know you belong:

At NRMA Parks and Resorts we’re for inclusion, diversity, and representing the members, guests, customers, and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be part of our team.

Are you nodding your head as you read this? Apply now, we cannot wait to hear from you or visit our careers site to find out more!

As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks.