Front Office Manager
RACVJobsCloseBy Editorial Insights
RACV Royal Pines Resort on the Gold Coast seeks an experienced Front Office Manager to lead front-of-house operations during a transformation with guest-facing technologies, overseeing a team across Front Office, Concierge, Guest Services, Reservations and Night Audit while upholding premium service standards. The role requires hands-on leadership, change management, budget and productivity oversight, and a guest-centric culture in a 24/7 resort environment; Opera PMS experience is desirable. Key requirements include proven 5-star leadership, relevant qualifications, strong communication and relationship-building, and the ability to drive continuous improvement. To apply, tailor your CV and cover letter, expect a 20-minute AI interview, ensure work eligibility and a Working With Children Check, and apply via Apply Now with your Candidate Profile.
- Gold Coast | RACV Royal Pines Resort | Full-time | Leadership opportunity
- Generous employee benefits & discounts on RACV products & 10 resorts
- Join a trusted Australian brand & Victoria’s largest member-based organisation
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.
About the Opportunity
Are you ready to lead the future of resort hospitality on the Gold Coast? RACV Royal Pines Resort is entering an exciting new chapter. With significant resort development projects underway and the implementation of innovative guest-facing technologies, we are seeking an experienced and inspiring Front Office Manager to lead our front-of-house operations through a period of transformation and growth.
This is a dynamic leadership role that requires an individual who can confidently balance operational excellence, team leadership, commercial performance and guest experience. As one of the most visible leaders within the resort, you will wear many hats, acting as a coach, mentor, problem solver, communicator and operational leader while ensuring every guest interaction reflects our premium service standards
This could be just the right role for you?
This role is suited to a hands-on hospitality leader who thrives in large, complex resort operations. You're the type of person who sees what needs to be done and makes it happen. You lead from the front, bring people with you through change, elevate those around you and are relentless in your pursuit of exceptional guest experiences. Reporting to the Rooms Division Manager, your key responsibilities will include:
- Leading, mentoring and developing a large and diverse team across Front Office, Concierge, Guest Services, Reservations and Night Audit, creating a culture of accountability, engagement and service excellence
- Driving a guest-centric culture that consistently elevates the guest experience, ensuring every arrival, stay and departure is seamless, personalised and memorable
- Leading change management initiatives as we implement new technologies, systems and operational improvements
- Acting as a visible and hands-on leader, providing operational support, coaching and guidance while remaining actively engaged with both guests and team members
- Overseeing key operational platforms including PMS Opera, key card access and call accounting systems
- Managing departmental budgets, labour costs, workforce planning and productivity targets while maintaining exceptional service standards
- Identifying service improvements and implementing innovative solutions to enhance operational efficiency
- Ensuring compliance with all operational, health and safety and service standards
What you’ll need to be successful
- Proven leadership experience managing large Front Office, Concierge and Guest Services teams within a premium hotel, resort or 5-star hospitality environment
- Tertiary qualifications in Hospitality, Tourism, Business or a related discipline, highly regarded
- Beyond your technical expertise, we are seeking a leader who is passionate about elevating the guest experience and building a culture of service excellence. You understand that every interaction matters, every detail counts, and every team member contributes to the overall guest journey
- You are someone who challenges the status quo, inspires others to be their best, and is committed to continually raising standards to ensure every guest leaves with an exceptional impression of our resort
- Demonstrated success leading operational change, technology implementations and team transformation initiatives.
- Highly accountable, proactive and solutions-oriented, with a reputation for taking ownership, overcoming obstacles and simply getting things done.
- Strong expertise in Front Office operations, including PMS platforms, reservations, night audit and guest service delivery, Opera desirable
- Exceptional people leadership skills with experience in coaching, performance management, recruitment, workforce planning and team development
- Highly developed communication, stakeholder management and relationship-building skills, with the ability to inspire teams and collaborate across the business
- Strong commercial acumen with experience managing budgets, labour costs, forecasting and operational performance
- Proven ability to resolve complex guest issues, drive service excellence and identify opportunities for continuous improvement and revenue growth
- A proactive, hands-on leadership approach with high attention to detail, strong organisational skills and the ability to manage multiple priorities in a fast-paced environment
- Flexibility to support a 24/7 resort operation, including evenings, weekends & public holidays
- Excellent personal presentation
We are Offering
- Permanent Full-time leadership opportunity
- Competitive salary + 12% super
- Healthy team culture + values led organisation
- Lifestyle employee discounts & benefits at RACV resorts with accommodation, dining, vehicle roadside assistance, insurance, travel & experiences, RACV club membership, care hire & corporate partner offers
- Health & wellbeing employee discounts & benefits including discounted gym & golf membership, eye wear, employee giving & volunteer program, parental leave, employee assistance program + more
- Employee of the month awards & recognition programs
- Career leadership training and development opportunities
- Complimentary parking onsite
The RACV difference
Ready to reach your full potential? Join our team, where the work is meaningful and making a difference matters.
Application process
You can learn more about the RACV at https://careers.racv.com.au
Applicants will be required to complete an initial 20-minute AI online chat interview.
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.
Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis - Front Office and whether any reasonable adjustments may be required.
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.
Submit your Cover Letter & CV via the link below.
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