Guest Experience Manager
1 Hotel & Homes Melbourne | Rooms Division
At 1 Hotel & Homes Melbourne, we believe luxury should feel personal, purposeful and deeply human. Every stay is an opportunity to create meaningful connections, memorable moments and a genuine sense of belonging.
We’re looking for a Guest Experience Manager to lead the heart of our guest journey and bring our Good Natured Service philosophy to life. This is an opportunity to shape experiences, inspire people and create moments guests will remember long after they leave.
About the Role
As Guest Experience Manager, you will play a key leadership role within the Rooms Division, overseeing every touchpoint of the guest experience, from pre-arrival planning through to a warm farewell.
You’ll be a visible and hands-on leader, guiding guest-facing teams, collaborating across departments and curating thoughtful, personalised experiences that reflect our brand values and sustainability ethos. You’ll spend as much time connecting with people as you do improving processes, ensuring every guest interaction feels natural, seamless and memorable.
What You’ll Do
- Elevate the end-to-end guest journey across the Rooms Division
- Lead, coach and inspire the Guest Experience team to deliver warm, personalised service
- Act as a trusted contact for VIP and Redwood guests, managing preferences and service recovery with care and discretion
- Connect with guests pre-arrival to personalise stays and coordinate seamless experiences
- Maintain a strong presence in public areas, engaging with guests and capturing real-time feedback
- Monitor guest feedback and online reviews to continuously enhance the guest experience
- Collaborate across departments to ensure smooth communication and swift issue resolution
- Coordinate personalised arrivals, departures, celebrations and special moments
- Oversee Good Things Retail, including stock management and monthly stocktakes
- Provide Duty Manager coverage and act as a senior escalation point when required
- Support recruitment, onboarding and development of the Guest Experience team
About You
You’re a natural host and people leader who genuinely enjoys creating memorable experiences. You bring energy to the floor, confidence in decision-making and a passion for hospitality that inspires others.
You will ideally have:
- Front Office or Rooms Division leadership experience within a hotel environment
- A passion for elevated, personalised guest service
- Confidence managing service recovery and guest escalations
- Strong communication and relationship-building skills
- Experience with hotel systems and operational workflows
- A hands-on leadership style and comfort working in fast-paced environments
- A collaborative mindset and positive approach to team culture
Why Join Us
1 Hotel & Homes Melbourne is where conscious design meets heartfelt hospitality. Inspired by nature and driven by purpose, we create meaningful experiences for our guests, our team and our community. We believe exceptional service starts with empowered people and a workplace where everyone can thrive.
Our Benefits
- Supportive, inclusive and people-first culture
- Career growth opportunities within a luxury lifestyle brand
- Employee discounts across hotel stays, dining and bamford spa (50% F&B outlets)
- Wellbeing-focused leadership and genuine commitment to work-life balance
- Ongoing training in service excellence and leadership development
- The opportunity to shape experiences that truly matter
If you’re passionate about people, purpose and premium hospitality, we’d love to hear from you.
