The Lodge Wadjemup
Rottnest Island, Perth WA
Front Office & Guest Services (Hospitality & Tourism)
Full time
About Us
Nestled on the stunning shores of Rottnest Island, The Lodge Wadjemup is a premium resort destination dedicated to delivering exceptional guest experiences in a uniquely beautiful and culturally significant setting.
As we continue to grow, we are seeking an experienced and energetic Front Desk Manager to lead our Front Desk team and ensure the smooth and efficient day-to-day operation of the Front Desk.
About the Role
As the Front Desk Manager , you will be responsible for ensuring the smooth operation of the Front Desk and managing the Front Desk Supervisor, Guest Service Agents and Porters .
You will provide hands-on leadership, ensuring high standards of guest service, communication and operational efficiency from guest arrival through to departure.
Working closely with the Front Office Manager and other department leaders, you will oversee daily Front Desk operations, support team development, manage guest concerns and ensure a seamless experience for every guest.
A Unique Island Lifestyle: Island Living for the Right Candidate
This is a Live On position with a private bedroom allocated for a very low weekly rent that includes all outgoings.
Forget about parking fees, fuel costs and long commutes – it’s just a short walk to work. Enjoy reduced living costs while embracing the unique lifestyle that Rottnest Island offers.
Your Key Responsibilities
Front Desk Operations & Leadership
Ensure the smooth and efficient day-to-day operation of the Front Desk.
Manage and provide leadership to the Front Desk Supervisor, Guest Service Agents and Porters .
Maintain a visible and hands-on leadership presence across the Front Desk.
Oversee check-in, check-out, guest enquiries, reservations and VIP arrivals.
Ensure the Front Desk is appropriately staffed and operationally prepared for each shift.
Maintain high standards of service, presentation and professionalism.
Ensure Front Desk procedures and SOPs are consistently followed.
Conduct effective shift briefings and ensure clear communication between teams.
Identify and resolve operational issues proactively.
Guest Experience
Lead by example in delivering warm, professional and personalised service.
Handle escalated guest feedback, complaints and complex situations with confidence and care.
Oversee VIP arrivals, special requests and guest preferences.
Monitor guest feedback and identify opportunities to improve the guest experience.
Ensure a seamless and welcoming experience for every guest from arrival to departure.
Directly manage and support the Front Desk Supervisor, Guest Service Agents and Porters .
Assist with recruitment, onboarding and training of Front Desk team members.
Manage Front Desk rosters and staffing requirements.
Provide coaching, mentoring and day-to-day guidance to the team.
Conduct regular team briefings and performance discussions.
Ensure staff understand and consistently meet service expectations.
Foster a positive, qualified and accountable team culture.
Support ongoing staff development and cross-training.
Mews PMS & Reservations
Oversee the effective use of Mews PMS across the Front Desk operation.
Ensure accuracy of reservations, guest profiles, room allocations and billing.
Monitor arrivals, departures, occupancy and room status.
Ensure VIPs, special requests and guest preferences are accurately recorded.
Support staff training in Mews and troubleshoot system issues when required.
Assist with occupancy and revenue management where required.
Operational & Administrative Support
Oversee daily Front Desk reporting and administration.
Monitor cash handling, payment procedures and reconciliation requirements.
Ensure guest information is handled confidentially and securely.
Monitor Front Desk supplies, equipment and operational requirements.
Ensure compliance with company policies, SOPs and safety procedures.
Work closely with Housekeeping, Maintenance, Food & Beverage and other departments to ensure smooth resort operations.
Identify opportunities to improve Front Desk systems, procedures and guest service.
Duty Management & Crisis Response
Participate in the Duty Manager roster as required.
Provide after-hours operational support when required.
Respond calmly and professionally to emergencies, incidents and escalated guest situations.
Coordinate with relevant departments and emergency services when necessary.
Ensure incidents are appropriately documented and escalated.
What We're Looking For
Previous experience in a Front Desk Manager, Assistant Front Office Manager or senior Front Office Supervisor role.
Demonstrated experience leading a Front Desk or Front Office team.
Experience supervising Front Desk Supervisors, Guest Service Agents and/or Porters .
Strong leadership and people-management skills.
Excellent guest engagement and communication skills.
Experience with Mews PMS or a similar hotel property management system .
Strong organisational and administrative skills.
A calm, confident and solutions-focused approach to problem-solving.
Previous Duty Manager experience is highly desirable.
A genuine passion for hospitality and delivering exceptional guest experiences.
Essential & Preferred Qualifications
Valid working rights in Australia – essential
Valid driver's licence – essential
RSA or Approved Manager certification – essential
National Police Clearance – essential
Current First Aid Certificate – preferred
Relevant hospitality qualification – preferred
Why Join Us?
This is an exciting opportunity to take ownership of a key guest-facing operation within a premium resort environment and play an important role in shaping the Front Desk team and guest experience at The Lodge Wadjemup.
If you are an experienced hospitality leader who enjoys being hands-on, developing people and delivering exceptional guest experiences, we would love to hear from you.
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📌 Front Desk Manager (Perth)
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