Guest Experience Manager

VIC, Hepburn Bathhouse & Spa - Daylesford 3460

• Opportunity to lead a luxury, award winning wellness properties
• Great opportunity with a growing and entrepreneurial organisation
• Full time position to manage Guest Experience

The Hepburn Bathhouse & Spa is an iconic tourist destination and award winning spa located in the heart of Australia's Spa Capital nestled in the Hepburn Mineral Springs Reserve near Daylesford 90 minutes from Melbourne.

The Role

This is an exciting time for Hepburn Wellness as we look to appoint a suitably qualified and experienced Guest Experience Manager to build and lead a passionate and engaged guest experience team.

As the Guest Experience Manager you will be a strong people leader who will be responsible for the overall operations with direct responsibility for our guests journey. You will deliver and drive exceptional customer service and a culture of innovation.

This is a senior management position with broad responsibility. Your duties will include:

• Directing staffing requirements, plan and assign work, and assist in the establishment of performance and development goals for team members
• Meet monthly guest visit and facility utilisation targets and associated KPI's
• Managing and ensuring that all daily audit tasks are completed and any discrepancies have been followed
• Providing efficient, friendly and professional services to all guests to ensure that guests have a pleasant stay
• Responsibility for handling, analysing and resolving any guest complaints promptly
• Provide induction and staff training as required
• Assist in the recruitment and interviewing of staff to ensure they have the appropriate skills or have potential through training, and have a natural inclination towards customer-focused service
• Promote teamwork and quality service through regular and daily communication and coordination with other departments
• Liaise with guests and provide local tourism information

Qualifications / skills

• Energetic, innovative and inclusive leadership style
• Current Senior First Aid Certificate
• Current CPR Certificate
• Valid Working With Children Check
• National Police Check clearance
• Driven to success with friendly can do attitude
• Availability to work evenings and some weekends is essential

About You

You will have a proven track record in managing and coaching a team. Experience in driving a customer centric approach to the provision of programmes and services is essential, while establishing and maintaining strong relationships with key stakeholders will be second nature.

The Company

The Hepburn Wellness Properties consist of the Hepburn Bathhouse & Spa, Hepburn Spa Retreat and Hepburn Pavilion. We are proudly part of the Belgravia Health and Leisure Group (BHLG) which is the fastest growing leisure organisation in Australia.

Hepburn Wellness Properties are an iconic tourism destination near Victoria’s Daylesford. At Hepburn Springs you'll find luxury accommodation, a mineral springs wellness and spa retreat as well as food and beverage. Click the "Apply now" button to view a short video of Hepburn properties.

If you like the sound of us, then jump in and submit your application. We’d love to hear from you! Apply now !!

We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.

Hepburn Bathhouse and Spa is a place where we can all be ourselves and succeed on merit. We encourage applications from Aboriginal and Torres Strait Islander people, LGBTQIA+ people, people from culturally and linguistically diverse backgrounds and people with a disability. We're happy to adjust our recruitment process to support accessibility needs - reach out to us at demik@belgravialeisure.com.au.