Guest Experience Host - Venue

EQ is a premium preventative wellbeing venue in South Melbourne.

We offer guided experiences across meditation, light and sound therapy, breathwork, movement, sauna, steam, mineral bathing and hot and cold therapy. Our guests come to EQ to step away from the demands of daily life and experience an environment that feels calm, considered and exceptionally well maintained.

We are rebuilding our core Guest Experience team and are seeking up to three dependable, hospitality-focused people who want meaningful and regular casual work.

About EQ

EQ is a premium preventative wellbeing venue in South Melbourne.

We offer guided experiences across meditation, light and sound therapy, breathwork, movement, sauna, steam, mineral bathing and hot and cold therapy. Our guests come to EQ to step away from the demands of daily life and experience an environment that feels calm, considered and exceptionally well maintained.

We are rebuilding our core Guest Experience team and are seeking up to three dependable, hospitality-focused people who want meaningful and regular casual work.

About the role

The Guest Experience Host is responsible for delivering a consistently high standard of guest experience while helping maintain the operational integrity, cleanliness and presentation of the venue.

This is a hands-on hospitality and venue-operations role. It is not a passive reception position.

Throughout each shift, you will move between welcoming and guiding guests, managing bookings, preparing experience spaces, operating technology, completing laundry and cleaning tasks, conducting water testing and maintaining the presentation of wet areas.

The right person will enjoy creating an excellent guest experience while taking equal pride in the operational work happening behind the scenes.

Key responsibilities

Guest experience

• Welcome every guest warmly and professionally from arrival through to departure.
• Build rapport with guests while maintaining appropriate professional boundaries.
• Explain EQ’s facilities, services and established experience protocols clearly and confidently.
• Manage check-ins, bookings, payments and guest flow using Momence.
• Anticipate guest needs and respond to questions or concerns calmlyBelow
• Resolve routine guest issues within established procedures.
• Escalate material guest concerns promptly and appropriately.
• Confidently explain EQ memberships, packs and services to support repeat visitation.

Venue operations

• Complete opening, closing and shift checklists accurately and on time.
• Prepare and reset experience rooms between sessions.
• Operate venue technology and audiovisual equipment using established procedures.
• Maintain exceptional cleanliness and presentation throughout reception, experience rooms, amenities, showers and wet areas.
• Complete laundry, towel replenishment, cleaning and general venue-reset tasks.
• Conduct and accurately record required spa and cold-plunge water testing.
• Monitor guest flow and help ensure scheduled experiences commence and conclude on time.
• Keep the venue safe, organised and presentation-ready throughout each shift.

Private events and group experiences

• Review event run sheets and assigned responsibilities before guests arrive.
• Prepare and test rooms, equipment and technology in advance.
• Support confident guest briefings and smooth transitions between experiences.
• Maintain agreed session times and promptly alert the responsible manager if delivery begins falling behind schedule.
• Avoid delaying an entire group for late attendees unless authorised.
• Complete an effective handover before leaving an event or shift in progress.
• Exercise reasonable guest-service discretion within established limits.

Communication and accountability

• Attend every accepted shift punctually and ready to commence work.
• Treat accepted shifts as firm professional commitments and follow the required notification procedure if unexpectedly unable to attend.
• Remain until the rostered finish time and complete all required handover responsibilities before leaving.
• Take ownership of assigned work and follow tasks through without repeated prompting.
• Use established procedures and available onsite resources to resolve routine issues.
• Record non-urgent maintenance items and operational observations in the Daily Log.
• Escalate urgent matters clearly, explaining the issue, action already taken and assistance required.
• Communicate respectfully and professionally with guests, colleagues, contractors and managers.
• Maintain a warm, composed and engaged professional presence, including during busy or disrupted periods.
• Contribute fairly to shared responsibilities rather than leaving difficult or less desirable tasks to other team members.

Professional boundaries

While working at EQ, Guest Experience Hosts are expected to represent EQ’s services, guest experience and brand.

This is not a practitioner, coaching, facilitation or content-creation role. Team members must not solicit EQ guests for external services or use EQ shifts, facilities, content or customer relationships to promote a personal business.

Any outside work creating an actual or potential conflict of interest must be disclosed.

What good performance looks like

At the end of a successful shift:

• Guests have felt warmly welcomed, informed and cared for.
• Scheduled experiences have commenced and concluded on time.
• The venue has remained clean, calm and well presented.
• Assigned cleaning, laundry, water-testing and operational checks are complete.
• Routine problems have been resolved using established procedures.
• Non-urgent issues have been accurately recorded in the Daily Log.
• Urgent issues have been escalated promptly and clearly.
• The next host has received a complete handover.
• The venue has been left safe, secure and ready for the next shift.

About you

You will be well suited to this position if you:

• Have experience in premium hospitality, hotels, spas, events, boutique fitness, premium retail or high-touch customer service.
• Are exceptionally reliable and understand that accepting a shift is a genuine commitment.
• Maintain a consistent professional standard regardless of how busy or disrupted a shift becomes.
• Have strong attention to detail and notice what needs to be done without waiting to be asked.
• Are comfortable cleaning wet areas, completing laundry and performing repetitive operational tasks.
• Can follow procedures carefully while using sound judgment to solve routine problems.
• Communicate clearly, directly and respectfully.
• Remain calm and solutions-focused under pressure.
• Are comfortable learning booking, audiovisual and venue-management systems.
• Can work collaboratively while remaining personally accountable for your responsibilities.
• Hold current First Aid and CPR certification, or are willing to obtain it before commencing.
• Have valid Australian working rights.

An interest in wellbeing is welcome, but previous wellness-industry experience is not required. Full training in EQ’s services and operating procedures will be provided.

This role is best suited to someone whose primary strengths and interests are premium hospitality, guest service and venue operations.

Availability

Successful candidates will generally work approximately two to four shifts per week, depending on availability, venue requirements and performance.

Our roster includes weekday and weekend opening, daytime and closing shifts.

To be considered, you must:

• Have reliable ongoing availability across multiple days each week.
• Be regularly available on at least one weekend day.
• Be willing to work a combination of weekday and weekend shifts.
• Be available for some opening, closing and public-holiday shifts.
• Be seeking regular ongoing work rather than occasional ad hoc shifts.

Preference may be given to candidates available on both Saturdays and Sundays or able to provide particularly reliable Sunday coverage.

Employment conditions

• Casual employment.
• Fitness Industry Award 2020 – Level 2.
• $33.05 per hour on weekdays.
• $35.00 per hour on Saturdays.
• $38.00 per hour on Sundays.
• Applicable superannuation paid in addition.
• Rates and conditions will be adjusted where required by the applicable Award.

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