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 are seeking an exceptional Guest Experience Manager to lead the heart of our guest journey and bring our Good Natured Service philosophy to life. This is an exciting opportunity to shape unforgettable experiences, inspire a high-performing team, and create moments our guests will remember long after they depart.
About the Role
As Guest Experience Manager, you will play a pivotal leadership role within the Rooms Division, overseeing every touchpoint of the guest experience, from pre-arrival planning to a warm and seamless farewell.
You will be a visible, hands-on leader who thrives on the floor, 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 refining processes, ensuring every guest interaction feels effortless, genuine, 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 point of contact for VIP and Redwood guests, managing preferences and service recovery with care and discretion
- Engage with guests pre-arrival to personalise stays and coordinate seamless experiences
- Maintain a strong presence throughout public areas, connecting with guests and capturing real-time feedback
- Monitor guest feedback and online reviews to identify opportunities for continuous improvement
- Collaborate across departments to ensure smooth communication and swift resolution of guest needs
- Coordinate personalised arrivals, departures, celebrations, and special occasions
- 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, coaching, and development of the Guest Experience team
About You
You are a natural host and inspiring people leader who genuinely loves creating memorable experiences. You bring energy to the operation, confidence in decision-making, and a passion for hospitality that motivates those around you.
You will ideally bring:
- Previous Front Office or Rooms Division leadership experience within a hotel environment (required)
- A passion for elevated, personalised guest service
- Confidence managing service recovery and guest escalations
- Exceptional communication and relationship-building skills
- Experience with hotel systems and operational workflows
- A hands-on leadership style with the ability to thrive in a fast-paced environment
- 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 begins 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% off food and beverage outlets
- Wellbeing-focused leadership with a genuine commitment to work-life balance
- Ongoing training in service excellence and leadership development
- The opportunity to shape experiences that truly matter
If you are passionate about people, purpose, and premium hospitality, we would love to hear from you.
