Guest Services Manager: Ocean Beach Resort

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.

Ocean Beach Resort | Full Time, Permanent

Be the Heart of Holiday Happiness!  Are you a natural leader with a knack for creating memorable guest experiences? Ready to take charge, inspire a team and be the go-to person for all things guest services? If you’re confident, love variety, and thrive in a lively, coastal setting, this could be your next big adventure!

What you will do:

As our Guest Services Manager, you’ll be the captain of our Guest Service Attendants (a team of 10 superstars!) and a key player in our resort’s leadership crew. Reporting to the General Manager, you’ll:

1. Lead the Way: Inspire, coach, and empower your team to deliver top-notch service with a smile. You’ll set the tone, drive standards, and be the escalation point for any curly questions from guests or the team.
2. Keep Things Running Smoothly: Oversee daily operations, from rosters to task allocation, ensuring every guest touchpoint is seamless.
3. Collaborate Across the Resort: Work closely with other department leaders to keep the communication flowing, making sure everything ticks along perfectly.
4. Champion Guest Experience: Jump into conversations with guests, resolve issues with flair, and always look for ways to go above and beyond.
5. Embrace Variety: No two days are the same! From front desk action to collaborating on new ideas, you’ll love the mix of challenge and fun.

What you will bring:

• A reputation for delivering outstanding customer service and sparking genuine conversations with guests.
• Previous leadership experience, ideally in hospitality or tourism, but if you’re a people leader from another industry, we’d love to hear from you!
• Confident decision-making, time management skills, and a keen eye for detail.
• A team-first attitude loads of passion, and the ability to lead from the front.
• Flexibility to work a 7-day roster (including weekends and public holidays).
• Confident with systems and experience with CRM systems like Newbook or RMS is a bonus.

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, 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 Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know you belong:

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?  Ready to roll up your sleeves and really make a difference?  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.