Guest Services Team Lead: Turtle Sands Resort

Job Description

Ready to lead a team where every day feels like a holiday? Turtle Sands Resort is calling for an experienced and energetic Guest Services Team Lead to bring unforgettable guest experiences to life. Nestled along the stunning Mon Repos coastline, this is your chance to combine leadership, hospitality, and a little bit of magic; creating moments that guests remember long after they’ve checked out.

This isn’t your typical front office role.  As our Lead Guest Services Host, you’ll be the heartbeat of the guest experience, leading the team, setting the tone and ensuring every guest interaction is seamless, warm, and memorable. From check-in to curated on-site experiences, you’ll bring the resort to life while driving high standards of service, efficiency and professionalism across the team. You’ll also take ownership of guest activities and experiences, from daily programs to sustainability initiatives, ensuring every stay feels special and uniquely “Turtle Sands.” Please note: This is a live-out role and accommodation is not provided with this position.

What you will do:

• Lead and support the Guest Services team to deliver exceptional, consistent guest experiences
• Coach and develop team members while leading by example
• Plan and deliver engaging guest activities and on-site experiences
• Assist guests with bookings, local recommendations and special requests
• Manage guest queries and resolve issues with care and efficiency
• Ensure smooth day-to-day operations, particularly during busy and peak periods
• Oversee front office functions including reservations, check-ins and guest accounts
• Maintain accurate records and strong communication across departments
• Support food, beverage and guest experience offerings where required

What you will bring:

• Proven experience in a similar guest services, front office or resort role
• Strong leadership skill; you love motivating and supporting a team
• A genuine passion for delivering standout customer experiences
• Confidence juggling multiple priorities in a fast-paced environment
• A proactive, hands-on approach and excellent attention to detail
• Solid experience in office systems and reservations specific software
• Availability across weekends, public holidays and peak periods

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, leave and well-being benefits to balance all of life's priorities including 5 weeks annual and recreation leave.
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know you belong:

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. 

If you love hospitality, thrive in a leadership role, and get a buzz from creating amazing guest experiences—we’d love to hear from you.  Apply now and bring the Turtle Sands experience to life.

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