Guest Experience Manager, Idyllic Queensland Coastal Location

Guest Experience Manager, Idyllic Queensland Coastal Location

Company: Hastings People Location: Sydney NSW Work type: Full-time On-site/Remote: On-site Salary: Competitive salary package

Hastings People is seeking an experienced Guest Experience Manager to lead exceptional guest experiences at a luxury Queensland resort. This full-time, on-site role offers a competitive salary package and genuine career progression.

Our client is an internationally recognised luxury hotel situated in a desirable Queensland coastal destination. They are known for delivering outstanding guest experiences, refined service, and premium accommodation, with a strong emphasis on personalised hospitality, operational excellence, and a positive team culture.

This is an exciting opportunity for an accomplished hospitality professional to be the driving force behind the hotel's guest journey. 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 all guests.

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

Key Responsibilities:

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

Candidate Profile:

You are an accomplished hospitality professional with a 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 paramount.

You are a natural communicator and people leader, enjoying mentoring teams, building guest relationships, and driving continuous improvement through collaboration and innovation. You possess commercial awareness and emotional intelligence, understanding 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 in managing guest relations, VIP experiences, and service recovery.
• A 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.

This is a rare opportunity to join a leading Australian luxury hospitality business in a highly influential leadership position. You will play a pivotal role in shaping the guest experience, working alongside an experienced executive team and leading a passionate, 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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