Guest Service (Front Office) Supervisor

Company Description

With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion – from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences. Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen—it's not just our job, it's in our nature.

Pumphouse Point is an adults-only retreat nestled on Lake St Clair, just 2.5 hours from Hobart. This hidden gem features 21 rooms in two converted heritage buildings, offering an intimate escape in World Heritage wilderness. Only 10 minutes away, the Derwent Bridge Wilderness Hotel boasts soaring ceilings, exposed beams, and a grand double-sided fireplace at the heart of its bar and restaurant—perfect for relaxing by the fire, enjoying a meal, and sipping a drink in a classic alpine pub. 

Job Description

• Ensure our guests have a great experience and make holiday memories
• Staff accommodation available and your own car is a must for remote living!
• Please note: Pumphouse Point is not in an eligible location to be counted towards WHM visa days. 

What you’ll do:

Reporting to the General Manager, you’ll lead by example to deliver exceptional, personalised service that connects guests to place through storytelling and genuine engagement. You’ll support and motivate your team to exceed expectations, ensure accurate guest registration and room accounts, and proactively resolve queries. You’ll assist with night audit, end-of-month tasks and drive up selling opportunities. You will also help with hosting our daily History Tours, walking with the guests and sharing the unique history of Pumphouse Point. On a daily basis you will:

• Lead and support your Team under the direction of the General Manager
• Complete reception tasks such as taking bookings, preparing invoices, checking guests in and out
• Answer phone and email enquires promptly and professionally
• Communicate with other departments to ensure rooms are ready for guest arrivals or to ensure guest needs are met
• Host and present our engaging walking History Tours for our guests

What you’ll bring:  

• Proven guest service experience with strong working knowledge of booking systems such as NewBook, RoomMaster, Opera, or similar
• Demonstrated leadership in a Team Leader or Supervisor role
• A passion for delivering exceptional customer service and creating memorable guest interactions
• Ability to organise, lead, and collaborate effectively within a team environment
• Excellent interpersonal and communication skills
• A vibrant, can-do attitude and the ability to thrive in a fast-paced setting
• Certificate II in Hospitality (Operations) or equivalent hands-on experience
• Strong problem-solving skills, including the application of basic mathematical concepts in a workplace context
• Experience in developing a sound knowledge of a broad range of products and services​​
• High level of computer literacy, particularly with Microsoft Office programs
• A track record of success in upselling and cross-selling opportunities
• Tasmania RSA and DoFoodSafely certificate
• Your own car is essential for remote living!

What’s in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility and well-being benefits to balance all of life's priorities
• Complimentary myNRMA Rewards membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Employee referral program where you may be eligible for a referral bonus of up to $2,000
• Potential to grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know you belong:

At NRMA Parks and Resorts we’re for inclusion, diversity, and representing the members, guests, customers, and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be part of our team.

Are you nodding your head as you read this? Apply now, we cannot wait to hear from you or visit our careers site to find out more!

As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks.