Seeking an experienced and passionate Guest Experience Manager to lead the delivery of exceptional guest journeys within a premium lifestyle hospitality environment.
As Guest Experience Manager, you'll oversee the end-to-end guest experience — ensuring every arrival, stay and departure is seamless, thoughtful and reflective of a modern luxury hospitality experience.
You'll inspire support guest-facing teams, collaborate closely with operational departments, and build strong relationships with guests to drive satisfaction, loyalty and engagement.
This hands-on role combines operational oversight, service innovation and people leadership, making it ideal for someone who is passionate about hospitality, guest connection and creating experiences that leave a lasting impression.
This is an exciting opportunity for a service-driven leader who thrives on creating meaningful connections, elevating personalised hospitality, and inspiring guest-facing teams to deliver memorable experiences at every touchpoint.
RESPONSIBILITIES
* Lead and inspire guest-facing teams to deliver warm, personalised and exceptional service
* Oversee all aspects of the guest journey, ensuring every touchpoint reflects premium hospitality standards
* Build strong relationships with VIP and returning guests, managing preferences, requests and service recovery with professionalism and care
* Collaborate across departments to ensure seamless communication and execution of guest experiences
* Develop and implement initiatives that enhance guest satisfaction, loyalty and engagement
* Maintain a visible presence throughout the property, engaging with guests and gathering real-time feedback
* Lead guest communication strategies, including pre-arrival outreach and post-stay feedback management
* Coordinate personalised arrival and departure experiences with exceptional attention to detail
* Identify opportunities for service innovation and continuously evolve the guest experience offering
* Mentor and support team members in service delivery, conflict resolution and guest engagement standards
CANDIDATES PROFILE
* Proven experience in guest experience, front office or hospitality leadership roles within a premium hotel or lifestyle environment
* A natural people leader who connects genuinely with guests and teams alike
* Strong operational knowledge of front office and arrival/departure experience management
* Exceptional communication, interpersonal and conflict resolution skills
* Passion for creating thoughtful, elevated and personalised guest experiences
* Highly organised, adaptable and calm under pressure
* Experience with hospitality operating systems and guest engagement platforms
* A collaborative leadership style with a strong focus on culture, teamwork and service excellence
WHAT'S ON OFFER
* A leadership opportunity within a premium hospitality environment
* The chance to shape and elevate the guest experience at every level
* A collaborative and people-focused workplace culture
* Career growth and development opportunities within a dynamic hospitality business
* The opportunity to work alongside passionate hospitality professionals dedicated to service excellence
CONTACT
If you're passionate about luxury hospitality, personalised service and creating unforgettable guest experiences, we'd love to hear from you.
Apply via the link to Kerryn Davies (Principal Consultant – Events & Hospitality).
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