Guest Service Manager (City of Busselton)

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 skilled 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! #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rqfst