Guest Experience Manager

Guest Experience Manager

Adecco Australia Pty Ltd is seeking an experienced and passionate Guest Experience Manager to lead the delivery of exceptional guest journeys within a premium lifestyle hospitality environment. This is a full-time, onsite role based in Docklands.

As Guest Experience Manager, you will 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 will inspire and 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.

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.

Your 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.

Benefits:

• 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.

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.

Application Instructions:

Apply via the links provided or email your CV to Kerryn Davies (Principal Consultant – Events & Hospitality) at ker••••••••••@adecco.com.au.