Guest Services Supervisor

About Us

At Reflections Holidays, our purpose is to share nature’s playground with our guests in a way that gives back to our communities and nurtures the environment.

We proudly care for 40 unique destinations, all located on iconic NSW Crown Land. Our focus is on creating memorable experiences, not just for our guests, but also our team. As NSW largest holiday park operator, our unique, nature-inspired offerings really set us apart from the rest.

We are proud to be the first holiday park group to be certified as a social enterprise, so you can be assured that we do business for good. Our profits are aligned to our purpose in four key ways – Social, Culture, Environment, and Economic.

The Role

This is a full-time Guest Services Supervisor position, located at Reflections Holidays, Shaws Bay and Ballina. 

The purpose of the role is to supervise Guest Service Officers and Housekeepers within the park, ensure delivery of excellent guest experience, and represent Reflections Holidays in a positive manner.

Key responsibilities of the Guest Services Supervisor include:

• Supervise direct reports and oversee daily work where required.
• Provide a high level of quality customer service including liaising with guests face to face and via telephone for bookings and enquiries including handling complaints by staff or guests.
• Responsible for the opening and closing of office and kiosk/store.
• Manage the day to day financial transactions including reconciliation and banking of monies.
• Assist with guest reservations, cancellations, arrivals and departures.
• Follow work health and safety procedures.
• Undertake on-call duties including providing after hours support and responding to after hours enquiries where required.
• Ensure operational procedures are followed.

About You

The successful candidate will be able to demonstrate experience in:

• A front office/reception setting, within a small team.
• Customer service.
• Food handling and preparation.
• Housekeeping and/or cleaning, and stock control.
• Administration and cash handling.
• Rostering and supervising team members.
• Complaint handling and conflict resolution.

Experience in the hospitality and/or tourism industry is desirable.

To succeed in this role, you will have the ability to:

• Work productively and independently.
• Deliver an excellent guest experience, strong communication skills and a professional phone manner.
• Manage time to meet priorities.
• Learn quickly, use initiative, and adapt to changing work environments.
• Problem solve.
• Lead others and support growth within a small team.
• Utilise computer systems (including MS Office), reservation software, and CRM systems proficiently.
• Provide flexible availability including weekends, peak holiday season, and public holidays.

The Perks

In addition to a competitive salary, you will have access to:

• Two free nights’ accommodation;
• A generous discount on personal travel to our parks;
• A friends and family discount;
• Above entitlement leave;
• Parental leave gap payment;
• Salary sacrifice and novated lease options;
• Excellent wellbeing initiatives including Employee Assistance Program, annual flu vaccinations and Personal Plus Leave (which includes Birthday Leave);
• Activities and events that foster a sense of connection and belonging such as annual off-site conference and weekly One Team meetings; and
• A comprehensive education and development program.

What Next?

Keen to further explore the opportunity to become a Reflections Holidays team member? We would love to get to know you!

Select ‘Apply Now’ to share your resume and a one-page cover letter describing how you meet our needs and we will be in touch.

Aboriginal and/or Torres Strait Islander people are encouraged to apply.