Duty Manager | Resort Front Office

Reference:  29803

Royal Pines Resort

14 Jul 2024
  • Gold Coast | RACV Royal Pines Resort
  • Full-time
  • Competitive Salary | Discounts on RACV products and resorts



Great things start here  


Be part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future. 


At RACV Royal Pines Resort, a short drive from Surfers Paradise set on a championship golf course with spacious rooms and authentic culinary experiences, enjoy the best of tourism and have room to grow in a changing industry that's yours to shape. Join our supportive leisure team whose job it is to help people live their best lives — whether they’re on holiday, visiting an attraction or treating loved ones to a special experience.  


We are one of Australia’s leading conference and events resorts offering 5 star accommodation with 333 premium guest rooms and suites, 8 restaurants & bars, an executive lounge, a luxurious day spa, gym and a 27 hole championship golf course. 


About the Opportunity 


We are seeking a professional Duty Manager to join our dynamic Rooms Division team and be responsible for overseeing the efficient operations of the resort, assisting the outlets and departments, to ensure the day-to-day activities and customer service is consistently delivered to a high standard. 


Full availability and flexibility is required to work a rotating roster between approx. 6am-11pm, including evenings, weekends & public holidays. 


This could be just the right role for you?  


Reporting to the Front Office Manager, you will effectively manage the daily operations and lead an engaged team, who represent the RACV brand and who deliver exceptional customer service & guest experiences. In this hands-on role and fast paced environment, your key responsibilities for the role include: 


  • Direct and assist the team with front office activities & procedures, room assignments, guest inquiries & requests 

  • Lead by example, coach and motivate a high performing team which includes front office reception, concierge, reservations, night audit & leisure attendants

  • Assist with business activities, accounting procedures, expenditure management, rosters, training & induction of staff 

  • Monitor operations and ensure the property presentation is maintained to a high standard 

  • Display a strong knowledge of property facilities, services, events, activities, and local attractions 

  • Build strong relationships with internal and external stakeholders, handle complex issues, guest complaints and resolve issues in an efficient & professional manner 

  • Lead hazard and incident investigations with the intent to prevent reoccurrence 

  • Identify, report and control hazards & risks in line with HSW policy to maintain a safe environment for staff & guests 

  • Ability to perform physical requirements of the role, e.g. working on your feet & heavy lifting 


What you’ll need to be successful 


  • Previous front office supervisory or management experience in a 4-5 star hotel/resort environment 

  • Strong knowledge of front office & night operations in a multi outlet operation 

  • Experience in staff management practices including recruiting, rewarding, appraising, counselling & staff development and delivering on the job training 

  • Experience in PMS, Opera desirable 

  • Proficient MS Office applications, administration, numeracy & literacy skills 

  • Exceptional written & verbal communication, conflict resolution and negotiation skills 

  • Strong team work, attention to detail, time management, organisational and problem solving skills 

  • Understanding of emergency, evacuation, fire & security procedures 

  • First Aid Certificate 

  • Drivers Licence 

  • Diploma qualification in hospitality or tourism, desirable 

  • RSA Certificate, desirable 

  • Hold or obtain a Qld WWCC Blue Card

  • Flexibility to work a rotating roster including evenings, weekends & public holidays 

  • Excellent grooming & personal presentation


We are Offering 


  • Competitive Salary 

  • Discounts on RACV products & resorts 

  • Employee of the month awards & recognition 

  • Training & development programs for skill advancement and career progression 

  • Complimentary parking onsite 


The RACV difference 


Challenge yourself with diverse work and go further than you thought at RACV.   


Application process 


You can learn more about the RACV at https://careers.racv.com.au/ 


Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check. 


At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. 


Applicants for this role, will also be required to provide evidence that they have a current Working With Children Check or willing to obtain a Working With Children Check. 


Submit your CV via the link below. 


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