Job Description
Client Profile
Our client is a highly regarded luxury hospitality group recognised for delivering elevated guest experiences through thoughtful service, contemporary design, and a strong commitment to sustainability and people-first culture. With a focus on creating meaningful and personalised stays, they continue to set a benchmark within the lifestyle hotel sector.
Job Description
Reporting into the Rooms Division leadership team, the Guest Experience Manager will play a key role in shaping and elevating the end-to-end guest journey. This hands-on leadership position will oversee guest-facing operations, ensuring every interaction is seamless, personalised, and reflective of the brand’s service philosophy.
The successful candidate will lead from the floor, building strong relationships with guests and teams alike while driving service standards, team engagement, and operational excellence.
Key responsibilities include:
- Leading and mentoring the Guest Experience team across daily operations
- Managing VIP guest relations, service recovery, and personalised experiences
- Collaborating cross-functionally to ensure smooth operational delivery
- Monitoring guest feedback and identifying continuous improvement opportunities
- Supporting recruitment, onboarding, training, and team development initiatives
Candidate Profile
The ideal candidate is a passionate hospitality professional with strong Rooms Division or Front Office leadership experience within a hotel environment. They will be a confident communicator, highly organised, and naturally guest-focused, with the ability to inspire teams and create memorable guest moments.
You will bring:
- Proven leadership experience within hotel Front Office or Rooms Division operations
- A strong passion for luxury guest service and personalised experiences
- Excellent stakeholder management and communication skills
- Experience handling guest escalations and service recovery professionally
- A hands-on, collaborative leadership style suited to fast-paced environments
This is an exciting opportunity to join a people-focused hospitality business offering strong career development pathways, excellent team culture, and the chance to contribute to a premium guest experience environment.
To learn more about this role, submit your CV or contact Luke Butler via luke@hastingspeople.com.au for a confidential discussion.
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