Duty Manager

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 

Are you a passionate hospitality professional? Take the next step in your career with this exciting opportunity arising for a Front Office Duty Manager to join our Rooms Division team. In this role you will be based in front office and be responsible for overseeing the day to day efficient operations of the resort, assisting the outlets and departments, to ensure the daily activities and customer service is consistently delivered to a high standard.

Full availability and flexibility is required to work day and afternoon shifts, on 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 be 'hands on' effectively manage the daily operations and an engaged team, who represent the RACV brand and who deliver exceptional customer service & guest experiences. Your key responsibilities for the role include: 

• Direct and assist the team with front office activities & procedures, room assignments, guest inquiries & requests 
• Coach and motivate a high performing team - receptionist, concierge, reservations, night audit & leisure attendants
• Assist with business activities, accounting procedures, expenditure management, staff rosters, training & induction
• Monitor operations and ensure the property presentation is maintained to a high standard 
• Maintain a strong knowledge of property operations, facilities, services, events, activities, and local attractions 
• Build effective relationships with internal and external stakeholders, handle complex issues, guest complaints and resolve issues in an efficient & professional manner 
• Respond to incidents and emergencies & report
• Maintain a safe environment for staff & guests 
• Practice RACV values Innovation, Accountability, Caring & Team
• Perform physical requirements of the role, e.g. working on your feet

What you’ll need to be successful 

• Previous front office supervisory or management experience in a 4-5 star hotel/resort environment, or similar environment
• Knowledge in front office & night operations in a multi outlet operation and an understanding of emergency, evacuation, fire & security procedures 
• Proficient MS Office applications & PMS, Opera desirable 
• Experience in staff management practices including training, development and recruitment
• Exceptional written & verbal communication, conflict resolution and negotiation skills 
• Strong team work, attention to detail, time management, organisational and problem solving skills 
• First Aid Certificate 
• Drivers Licence 
• RSA Certificate, desirable 
• Hold or be eligible for a Qld WWCC Blue Card 
• Excellent grooming & personal presentation

We are Offering 

• Permanent Full-time 38 hours week
• Competitive Salary
• Generous employee benefits and discounts on RACV products & 10 resorts
• Employee of the month awards & recognition
• Training & development programs for skill advancement and career progression
• 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. 

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. 

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. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.  

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