Job Description

Guest Experience Manager

1 Hotel & Homes Melbourne | Rooms Division

At 1 Hotel & Homes Melbourne, we believe luxury is personal, purposeful and deeply human. Every stay is an opportunity to create meaningful connections, memorable moments and a sense of belonging. We are now seeking a Guest Experience Manager to lead the heart of our guest journey and bring our Good Natured Service philosophy to life.

About the Role:

As Guest Experience Manager, you will play a pivotal leadership role across the Rooms Division, overseeing every touchpoint of the guest journey, from pre-arrival to a fond farewell. You’ll lead and inspire guest-facing teams, collaborate closely with hotel departments, and curate thoughtful, personalised experiences that reflect our brand values, sustainability ethos and commitment to exceptional hospitality.

You’ll be a visible leader on the floor, a trusted point of contact for our most valued guests, and a champion of service innovation, team wellbeing and continuous improvement.

Key Responsibilities:

• Oversee and elevate the end-to-end guest experience, ensuring alignment with brand standards and ethos.
• Lead, coach and inspire Guest Experience teams to deliver warm, personalised service.
• Act as primary contact for Redwoods and VIP guests, managing preferences and service recovery with discretion.
• Proactively 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, online reviews and satisfaction metrics to drive continuous improvement.
• Collaborate across departments to ensure clear communication and swift issue resolution.
• Coordinate personalised arrivals, departures, special events and on-property activations.
• Oversee Good Things Retail, including stock management, monthly stocktakes and product optimisation.
• Partner with Marketing to showcase unique guest experiences across social and promotional channels.
• Support Rooms Division operations, providing Duty Manager coverage and acting as senior escalation point when required.
• Drive recruitment, training and development within the Guest Experience team to ensure seven-day operational coverage.

About You:

• A natural people leader who connects genuinely with guests and team members.
• Passionate about delivering elevated, personalised hospitality experiences.
• Strong Front Office expertise, particularly in arrival and departure journeys.
• Confident handling service recovery, conflict resolution and guest escalations.
• Excellent written and verbal communication skills.
• Experienced with hotel operating systems and Rooms Division workflows.
• A hands-on leader who thrives in fast-paced, guest-centric environments.
• Values positivity, collaboration and creating healthy, sustainable work cultures.

About Us:

1 Hotel & Homes Melbourne is where conscious design meets heartfelt hospitality. Inspired by nature and driven by purpose, we’re committed to creating 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, professionally and personally.

Our Benefits:

• Supportive, inclusive and people-first culture.
• Opportunities for career growth and development within a luxury lifestyle brand.
• Employee discounts across hotel stays, dining and bamford spa (50% f&b outlets).
• Wellbeing-focused leadership and a genuine commitment to work-life balance.
• Ongoing training in service excellence and leadership development.
• The opportunity to shape unique guest experiences.

If you’re passionate about people, purpose and premium hospitality, and want to lead experiences that truly matter, we’d love to hear from you.

Apply now via SEEK and be part of something naturally different.