Guest Experience Manager
Luxury Accommodation | Full Time
The Frames – Riverland, South Australia
Competitive Salary Package inclusive of vehicle for work use, and performance bonus metrics.
About The Frames
Perched high above the Murray River in South Australia's stunning Riverland, The Frames is an award-winning luxury accommodation experiential retreat renowned for privacy, authenticity and exceptional service.
Our three exclusive, architect-designed retreats offer couples a truly indulgent escape, featuring private heated pools, spas, expansive balconies and uninterrupted river views. Guests may enjoy in-retreat dining, private chef experiences, or curated signature activities including Wetland & Wildlife Safaris, Food Safaris and the iconic Sunset Gondola Cruise.
We are seeking a highly capable Guest Experience Manager to oversee day-to-day operations and deliver seamless, personalised guest experiences at the highest standard.
You will play a key role in showcasing The Frames, and supporting our team to ensure that every guest has a brilliant experience. Whether that be coordinating guest itineraries, ensuring our operations run smoothly or making a guests' stay extra special.
The Role
This is a dynamic role requiring providing you flexibility, to show initiative and strong planning to deliver the level of experience we have set out to achieve at the Frames.
Key responsibilities include:
* Managing guest communications, including guest services, reservations and enquiries
* Acting as the primary point of contact for guests before, during and after their stay
* Delivering seamless check-in and check-out experiences.
* Facilitate our booking management through our reservation system, and distribution of accommodation through our key partners.
* Scheduling and coordination of our a small on-site team, including two part-time cleaners and one full-time maintenance employee.
* Responding promptly to guest requests, issues and feedback, including after-hours support where required for in-house guests.
* Identifying opportunities to upsell additional nights, in-retreat services and curated experiences in a service-focused manner.
* Supporting guest engagement and marketing initiatives.
About You
You are a proactive, detail-driven customer experience professional who can deliver premium travel experiences.
The ideal team member for this role will have:
* Experience in operations or guest experience management in the tourism industry.
* The ability to effectively manage competing priorities and provide a high level of detailed understanding to operations planning.
* Experience working with a booking system, and channel managers to assist with showcasing accommodation.
* Experience coordinating small teams and ensuring that business processes are implemented.
* A genuine passion for delivering personalised, memorable guest experiences.
* Flexibility to work variable hours across a rotating roster, including weekends, public holidays and after-hours guest support where required. (A competitive annualised salary is provided which also includes TOIL leave for additional hours, and performance bonus metrics).
* A current Australian driver's licence (boat licence highly regarded).
Why Join Us?
At The Frames, we offer more than a role — we offer a lifestyle and the opportunity to work in one of South Australia's most spectacular luxury tourism settings.
* Competitive salary package
* Access to a company vehicle for work use
* Flexible working arrangements aligned to guest needs
* A supportive, family-run business with a passionate team
* The opportunity to lead operations at a premier luxury retreat
Apply Now
Please submit your CV and a cover letter detailing your your relevant experience and how this will relate specifically to the role we are offering, Guest Experience Manager - The Frames.
Applications close 6 February 2026.