The Opportunity
At Andaz Gold Coast, experience isn't scripted — it's felt. From the first welcome to the last slow goodbye, every detail carries intention. We're looking for a Guest Experience Manager who moves with curiosity, leads with warmth, and shapes stays into stories guests want to relive.
You'll lead from the front, creating a culture where owning issues is instinctive and service feels effortless because the team is empowered, supported, and proud of what they deliver. When something goes wrong, you step forward with empathy and clarity — and you coach your team to do the same. Challenges become opportunities to deepen trust, strengthen relationships, and elevate the guest experience.
You'll take ownership of the lobby, social spaces, and guest programming – the heartbeat of the hotel. Working closely with the leadership team and marketing, you'll transform these areas into an Andaz stage that celebrates the spirit of the Gold Coast. Every activation, interaction, and daily ritual you curate becomes part of the stories our guests take home, shaping memories that feel personal, authentic, and deeply connected to place.
This role is for someone who loves people, design, creativity, and the theatre of hospitality. Someone who understands that luxury today is personal, intuitive, and deeply human – and who's excited to bring that vision to life every day.
What You Will Do
* You will start on the floor. Always.
* Reading the energy. Greeting by name. Noticing what others might miss.
* You brief the team with clarity and momentum. Share arrivals of note. VIPs. Birthdays. Return guests. You turn information into intention.
* You coach in the moment — refining language, posture, timing. Celebrating what's working. Resetting what's not. You lead with presence, not from behind a desk.
* You resolve issues before they escalate. When something slips, you own it. You listen deeply. You respond with empathy and decisiveness. You turn friction into loyalty.
* You own the hotel's cultural rituals, amenity and experience programmes. Turning small meaningful gestures and moments into lasting impressions.
Who Are You!
* A people‐first professional with luxury, lifestyle, or hospitality experience
* Organized, proactive, and calm under pressure (even during pre‐opening chaos)
* Confident communicator who can talk policies and people
* Detail‐driven, but never forgets the human behind the file
* Someone who loves creating something iconic — not just maintaining it
* You have currently and ongoing working rights for Australia
Culture
At Andaz Gold Coast, we embody our brand promise of delivering Moments of More by offering challenging and rewarding careers that are more than just your typical job. Our values of Fun, Creativity, Respect, Empathy, Integrity, and Humility are at the core of what we do. Our family atmosphere keeps our associates highly engaged. Everything that we do for our guests is mirrored in what we do for our most important asset – YOU!
Benefits
* Discounted accommodation rates for associates as well as friends and family
* Food and Beverage discounts at Australian‐based Hyatt properties
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