Guest Experience Manager

Hepburn Bathhouse & Spa and Hepburn Escape Villas – Daylesford VIC

Guest Experience Manager

Hepburn Bathhouse & Spa | Daylesford, Victoria

• Lead guest experience at Victoria's iconic wellness destination
• Inspire and develop high-performing frontline teams
• Drive operational excellence, commercial success and service leadership

Hepburn Bathhouse & Spa is seeking an experienced and passionate Guest Experience Manager to join our venue leadership team and play a pivotal role in shaping the guest experience across our iconic wellness destination.

This senior leadership role is central to shaping the guest experience at one of Australia's leading wellness destinations. You will lead our Customer Service and Bathing teams, contributing to commercial performance, service excellence and safe, effective venue operations while fostering a culture of accountability, collaboration and continuous improvement that supports the venue's ongoing growth and success.

About the Role

Reporting to the Hepburn Bathhouse & Spa Manager, the Guest Experience Manager is responsible for leading and developing the Customer Service (Reception) and Bathing teams to deliver exceptional guest outcomes and operational excellence.

You will provide visible leadership, coaching and support, empowering team members and supervisors to consistently deliver a warm, professional experience across every guest touchpoint. Working collaboratively with the Spa, Accommodation and Pavilion Café teams, you will help ensure every stage of a guest's visit reflects the standard expected of Australia's oldest spa destination.

The role balances people leadership, commercial performance and operational management, ensuring high standards of safety, guest satisfaction and business performance are achieved.

Key Responsibilities

• Lead, coach and develop the Customer Service and Bathing teams to deliver exceptional guest experiences and high operational standards
• Champion guest satisfaction through effective service delivery, enquiry management, guest feedback and service recovery processes
• Drive commercial performance through the promotion of wellness experiences, treatments, packages and retail offerings
• Collaborate across Spa, Accommodation, Café, Contact Centre and Marketing teams to ensure consistency at every guest touchpoint
• Manage unit workforce planning, rostering, recruitment, training and team development to build a high-performing culture
• Oversee operational, financial and compliance standards, including POS operations, cash handling and retail performance
• Contribute to venue leadership, continuous improvement initiatives and workplace health and safety outcomes

About You

You bring a strong blend of people leadership, commercial acumen and hands-on operational experience, with a genuine passion for delivering exceptional guest outcomes.

• Proven experience leading and developing high-performing customer-facing teams
• Demonstrated success in driving sales, revenue growth and guest retention
• A genuine passion for guest experience, with strong stakeholder management and communication skills
• Skilled in managing guest feedback, service recovery and continuous improvement initiatives
• Financial acumen, including experience overseeing POS systems, cash handling and operational budgets
• A strong commitment to workplace health and safety, risk management and operational compliance
• Able to balance strategic priorities with day-to-day operations, working autonomously while contributing to a broader team
• Experience in a fast-paced, multifaceted customer-facing leadership role - ideally within tourism, hospitality or a similar environment

Why You'll Love This Role

This is an opportunity to play a key leadership role within one of Victoria's most distinctive wellness and leisure destinations.

You’ll have the opportunity to lead a passionate team, build meaningful guest relationships and create experiences that keep guests coming back.

If you’re a confident leader with a strong commercial mindset and a genuine passion for people, we’d love to hear from you.

• Working with Children Check (or equivalent)
• National Police Check
• Current CPR

Employee Benefits

• A supportive, close-knit team culture
• Competitive remuneration
• Ongoing training and professional development
• Discounts across treatments, wellness experiences and services
• On-site car parking

The Company

Hepburn Bathhouse & Spa is proudly part of the Belgravia Leisure group, Australia's leading health, wellness and leisure management organisation.

Located in the heart of Hepburn Springs, Australia's Spa Capital, just 90 minutes from Melbourne, Hepburn Bathhouse & Spa is an award-winning wellness destination offering mineral bathing, luxury spa experiences, premium accommodation and exceptional hospitality.

Hepburn Bathhouse & Spa is committed to creating an inclusive environment and supporting access and inclusion for all members of the community.

We value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability.

We will provide innovative recruitment strategies to remove any barriers that may prevent potential suitable applicants. These includes:

• A dedicated contact person to receive expressions of interest in the job and complete a verbal job application during which the person answers questions over the telephone
• Allowing a short video submission describing their application for the job
• Allowing a support person during an interview

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

https://belgraviagroup.com.au/childsafe#statement

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