Job Description

Job Description

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The Lodge Wadjemup – Rottnest Island, Perth WA – Front Office & Guest Services (Hospitality & Tourism) – Full time.

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About Us

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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.

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About the Role

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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.

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You will provide hands‐on leadership, ensuring high standards of guest service, communication and operational efficiency from guest arrival through to departure.

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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.

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A Unique Island Lifestyle: Island Living for the Right Candidate

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This is a Live On position with a private bedroom allocated for a very low weekly rent that includes all outgoings.

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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.

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Your Key Responsibilities

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Front Desk Operations & Leadership

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- Ensure the smooth and efficient day-to-day operation of the Front Desk.
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- Manage and provide leadership to the Front Desk Supervisor, Guest Service Agents and Porters.
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- Maintain a visible and hands‐on leadership presence across the Front Desk.
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- Oversee check-in, check-out, guest enquiries, reservations and VIP arrivals.
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- Ensure the Front Desk is appropriately staffed and operationally prepared for each shift.
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- Maintain high standards of service, presentation and professionalism.
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- Ensure Front Desk procedures and SOPs are consistently followed.
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- Conduct effective shift briefings and ensure clear communication between teams.
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- Identify and resolve operational issues proactively.
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Guest Experience

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- Lead by example in delivering warm,



professional and personalised service.
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- Handle escalated guest feedback, complaints and complex situations with confidence and care.
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- Oversee VIP arrivals, special requests and guest preferences.
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- Monitor guest feedback and identify opportunities to improve the guest experience.
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- Ensure a seamless and welcoming experience for every guest from arrival to departure.
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- Directly manage and support the Front Desk Supervisor, Guest Service Agents and Porters.
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- Assist with recruitment, onboarding and training of Front Desk team members.
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- Manage Front Desk rosters and staffing requirements.
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- Provide coaching, mentoring and day‐to‐day guidance to the team.
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- Conduct regular team briefings and performance discussions.
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- Ensure staff understand and consistently meet service expectations.
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- Foster a positive, professional and accountable team culture.
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- Support ongoing staff development and cross‐training.
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Mews PMS & Reservations

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- Oversee the effective use of Mews PMS across the Front Desk operation.
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- Ensure accuracy of reservations, guest profiles, room allocations and billing.
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- Monitor arrivals, departures, occupancy and room status.
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- Ensure VIPs, special requests and guest preferences are accurately recorded.
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- Support staff training in Mews and troubleshoot system issues when required.
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- Assist with occupancy and revenue management where required.
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Operational & Administrative Support

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- Oversee daily Front Desk reporting and administration.
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- Monitor cash handling, payment procedures and reconciliation requirements.
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- Ensure guest information is handled confidentially and securely.
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- Monitor Front Desk supplies, equipment and operational requirements.
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- Ensure compliance with company policies, SOPs and safety procedures.
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- Work closely with Housekeeping, Maintenance, Food & Beverage and other departments to ensure smooth resort operations.
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- Identify opportunities to improve Front Desk systems, procedures and guest service.
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Duty Management & Crisis Response

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- Participate in the Duty Manager roster as required.
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- Provide after-hours operational support when required.
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- Respond calmly and professionally to emergencies, incidents and escalated guest situations.
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- Coordinate with relevant departments and emergency services when necessary.
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- Ensure incidents are appropriately documented and escalated.
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What We're Looking For

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- Previous experience in a Front Desk Manager, Assistant Front Office Manager or senior Front Office Supervisor role.
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- Demonstrated experience leading a Front Desk or Front Office team.
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- Experience supervising Front Desk Supervisors, Guest Service Agents and/or Porters.
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- Strong leadership and people‐management skills.
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- Excellent guest engagement and communication skills.
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- Experience with Mews PMS or a similar hotel property management system.
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- Strong organisational and administrative skills.
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- A calm, confident and solutions-focused approach to problem‐solving.
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- Previous Duty Manager experience is highly desirable.
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- A genuine passion for hospitality and delivering exceptional guest experiences.
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Essential & Preferred Qualifications

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- Valid working rights in Australia – essential
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- Valid driver's licence – essential
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- RSA or Approved Manager certification – essential
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- National Police Clearance – essential
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- Current First Aid Certificate – preferred
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- Relevant hospitality qualification – preferred
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Why Join Us?

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This is an exciting prospect to take ownership of a key guest-facing operation within a premium resort environment and play an significant role in shaping the Front Desk team and guest experience at The Lodge Wadjemup.

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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.

📌 Front Desk Manager (City of Cockburn)
🏢 @
📍 City of Cockburn