Busselton Beach Resort is seeking an experienced and customer-focused Guest Services Manager to lead our front office and guest services operations.
This is an exciting opportunity for a hospitality professional who is passionate about delivering exceptional guest experiences and leading high-performing teams in a resort environment.
Reporting to the General Manager and Resort Manager, you will oversee all aspects of guest relations, reservations, and front office operations to ensure every guest enjoys a seamless and memorable stay.
Key Responsibilities
Guest Experience & Relations
* Deliver exceptional guest service from reservation through to departure
* Act as the primary contact for guest enquiries, feedback, and special requests
* Resolve guest concerns professionally and efficiently
* Coordinate guest arrangements and special events
* Monitor guest satisfaction and implement service improvement initiatives
Front Office & Reservations
* Oversee reception and reservations operations
* Ensure efficient check-in and check-out processes
* Monitor arrivals, departures, occupancy, and room allocation
* Maintain accurate bookings and guest records
* Optimise room assignments to enhance guest experience
Team Leadership
* Lead, mentor, and support front desk and guest services staff
* Train and coach team members in customer service excellence
* Assist with recruitment and onboarding
* Foster a positive and professional workplace culture
Service Standards & Coordination
* Maintain high resort service standards and guest satisfaction levels
* Monitor online reviews and guest feedback platforms
* Liaise closely with housekeeping and maintenance teams
* Ensure prompt response to guest requests and service recovery
Administration & Reporting
* Maintain accurate guest profiles and service records
* Prepare operational and incident reports
* Track guest feedback trends and service performance metrics
* Support property management and reservation systems
About You
To be successful in this role, you will have:
* Proven experience in a Guest Services Manager, Front Office Manager, or similar hospitality leadership role
* Strong understanding of front office operations, reservations, and guest relations
* Exceptional customer service and complaint resolution skills
* Experience supervising and developing hospitality teams
* Proficiency with property management systems (PMS) and reservation platforms
* Excellent communication and organisational skills
* A professional, proactive, and guest-focused approach
* Current First Aid and CPR certificate
* Current National Police Clearance
* Certificate II in hospitality or above is preferred
Why Join Us?
* Work in a beautiful coastal resort environment
* Join a supportive and professional hospitality team
* Opportunity to make a genuine impact on guest experience and resort reputation
* Career growth opportunities within a growing hospitality operation
Apply now via Seek!
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