Guest Experience Manager, Relocation Opportunity, Idyllic Queensland Coastal Location

Client Profile 

Our client is an internationally recognised luxury hotel that has earned a reputation for delivering exceptional guest experiences, refined service and premium accommodation in one of Australia's most sought-after destinations. With a strong focus on personalised hospitality, operational excellence and team culture, the business continues to set the benchmark for luxury service while fostering an environment where its people can thrive.  

An exciting opportunity exists for an experienced Guest Experience Manager to become the driving force behind the hotel's guest journey, ensuring every interaction reflects the highest standards of luxury hospitality. Acting as the face of the hotel, you will work closely with the General Manager and operational leaders to elevate service standards, champion guest recognition programs and create memorable experiences for VIPs, loyalty members and every guest who walks through the doors. 

This is a highly visible leadership role that combines operational excellence with genuine hospitality. You will lead the Guest Experience function, oversee guest feedback and service recovery initiatives, and work collaboratively across all departments to embed a culture of personalised service, continuous improvement and brand excellence. 

Key Responsibilities 

• Champion exceptional guest experiences across all areas of the hotel, ensuring seamless service delivery from arrival to departure.
• Lead VIP guest engagement, loyalty initiatives and personalised guest recognition programs.
• Drive guest satisfaction by proactively managing feedback, online reputation and service recovery.
• Collaborate closely with operational leaders to implement service improvement initiatives and uphold luxury brand standards. 
• Lead, coach and develop the Guest Experience team while fostering a culture of engagement, accountability and service excellence.  

Candidate Profile 

You are an accomplished hospitality professional with a genuine passion for creating exceptional guest experiences. Whether you are currently leading Guest Experience, Front Office or Rooms Division within a luxury hotel, you thrive in highly visible leadership roles where service excellence and relationship building are at the heart of success. 

A natural communicator and people leader, you enjoy mentoring teams, building meaningful guest relationships and driving continuous improvement through collaboration and innovation. You combine commercial awareness with emotional intelligence and understand what it takes to consistently deliver memorable luxury hospitality experiences. 

You will bring: 

• Demonstrated leadership experience within a luxury hotel or premium hospitality environment.  
• ​​​​​​​Proven success managing guest relations, VIP experiences and service recovery.
• Strong understanding of hotel operations with the ability to influence across multiple departments.  
• Exceptional communication, stakeholder management and team leadership skills.  
• A passion for luxury hospitality, personalised service and delivering memorable guest experiences.  

Offer 

This is a rare opportunity to join one of Australia's leading luxury hospitality businesses in a highly influential leadership position. You will play a pivotal role in shaping the guest experience, working alongside an experienced executive team while leading a passionate and service-driven culture committed to excellence. 

An attractive remuneration package will be negotiated with the successful candidate. 

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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