About Us

BIG4 Castlemaine Gardens Holiday Park is the largest accommodation provider in Castlemaine and a proud member of the national BIG4 Holiday Parks network.

We are a multi-award-winning park, recognised by the Victorian Tourism Industry Council and the Victorian Caravan Parks Association for excellence in tourism and guest experience.

Located in the heart of vibrant Castlemaine, alongside the town's beautiful Botanical Gardens, our park offers luxury glamping, villa and studio accommodation, along with powered, unpowered and ensuite caravan and camping sites.

Our guests travel from across Australia, choosing us for our peaceful parkland setting, thoughtfully designed accommodation and the warm, welcoming service delivered by our dedicated team.

The Role

We are seeking a motivated, organised and enthusiastic Reception & Guest Experience Officer to join our hospitality team.

This is a multi-skilled role combining:

- Reception and front desk operations

- Guest services and reservations

- Administration and booking management

- Tourism sales and upselling

- Guest activity planning and event coordination

Reception and guest services are the primary focus of this position, alongside responsibility for planning, coordinating and delivering our guest engagement program.

You'll be a key point of contact for guests, confidently managing reservations, enquiries and front desk operations while helping create memorable experiences throughout their stay.

You'll also take ownership of our guest activities and events, from school holiday programs and Kids' Club to food trucks, Happy Hour and other in-park experiences.

You thrive in a people-focused environment, remain calm and organised during busy periods and enjoy taking initiative. You understand how great guest service, effective booking management and thoughtful upselling contribute to the success of the park.

This role is ideally suited to someone with experience in hospitality reception, hotel front desk operations, tourism or customer service who also enjoys organising activities and bringing ideas to life.

Key Responsibilities

Guest Services & Front Desk Operations

- Warmly welcome guests on arrival and farewell on departure.

- Independently manage phone,



email and online booking enquiries.

- Handle reservations, check-ins, check-outs and payment processing.

- Respond promptly and professionally to guest enquiries, feedback and reviews.

- Maintain the presentation of reception and guest-facing areas.

- Upsell accommodation upgrades, merchandise and hire equipment.

- Promote BIG4 membership, loyalty programs and local tourism experiences.

- Assist in achieving revenue targets through effective booking management.

Administration & Systems

- Operate our property management and booking system, NewBook.

- Record and reconcile daily transactions, including EFTPOS and cash handling.

- Maintain accurate guest records and booking information.

- Prepare daily, weekly and monthly reports for housekeeping, reception and management as required.

- Complete administrative tasks across booking, guest communication and operational systems.

Full training in our specialised tourism systems and operating procedures will be provided.

Guest Experience & Event Coordination

Take responsibility for planning, coordinating and delivering the park's guest engagement program, including:

- Independently plan and organise engaging in-park activities, including Kids' Club, school holiday programs, food trucks and Happy Hour.

- Coordinate external service providers, activity suppliers and event logistics.

- Manage activity budgets, risk assessments, OHS requirements and supplier compliance.

- Maintain supplier records, including relevant insurance and compliance documentation.

- Prepare and maintain the weekly What's On information and school holiday activity calendars.

- Coordinate activity equipment, supplies and resources within approved budgets.

- Promote activities and events to maximise guest awareness and participation.

- Facilitate and supervise guest activities as required.





- Monitor guest feedback and identify opportunities to enhance the guest experience.

- Maintain excellent knowledge of Castlemaine and surrounding attractions to help guests discover the region.

Key Skills & Attributes

Essential

- 1–2 years' experience in reception, hospitality, tourism or a similar customer-facing role.

- Solid interpersonal and communication skills.

- Advanced computer skills, including Microsoft Office.

- Excellent attention to detail and organisational skills.

- Ability to multitask, prioritise and work independently.

- Initiative, creativity and enthusiasm for planning and delivering guest activities.

- Positive, proactive and team-oriented attitude.

- Working with Children Check.

Highly Regarded

- Experience in event coordination, activity planning or guest engagement programs.

- First Aid Certificate.

- Experience with NewBook or similar accommodation booking systems.

- Local knowledge of Castlemaine and the surrounding region.

Working Hours

This is a permanent part-time position, working 3 days per week.

Flexibility is essential in a tourism-based business.

The role will typically operate Monday to Friday, including school holiday periods, with shifts of 6–8 hours rostered between 9:00am and 5:30pm.

Availability to work occasional weekends and public holidays is required to support peak trading periods and staff leave coverage. Additional shifts may be offered during busy holiday periods.

What We Offer

- Comprehensive on-the-job hospitality training.

- Opportunities to develop your skills in tourism, guest experience and event coordination.

- Supportive and professional team culture.

- Beautiful parkland workplace alongside Castlemaine's Botanical Gardens.

- Opportunity to grow within an award-winning BIG4 Holiday Park.

Apply Now

If you're an experienced receptionist, guest services or hospitality professional who enjoys working with people and creating memorable experiences, we'd love to hear from you.

Immediate start available for the right candidate. Applications will be reviewed as they are received.

Please apply via SEEK with your resume and a cover letter outlining how your skills and experience align with this role.

📌 Reception & Guest Experience Officer (Castlemaine)
🏢 BIG4 Castlemaine Gardens Holiday Park
📍 Castlemaine