Guest Experience Lead

1 week ago


Sydney, New South Wales, Australia Hometime Full time

About Hometime:

We simplify short-term rental property management by providing homeowners with expert support and easy-to-use technology. Our ecosystem delivers transparency and better results for everyone involved.

We have generated over $100m in bookings, have a strong relationship with Airbnb, and are backed by top venture capital firms.

Join our growing team to help lay the foundations of our future success.

This is the job for you if you are excited about:

  • Short term rental industry
  • Making a tangible contribution to an exceptional remote culture
  • Interacting with people to make a positive impact on their experience
  • Thriving in a dynamic and fastpaced work environment for personal and professional growth

About the role:

Hometime is seeking a passionate and creative Guest Experience Lead to elevate our guest journey from pre-booking to post-stay.

You will be responsible for visualising the entire guest experience, identifying pain points, and creating magical moments that leave a lasting impression.


Responsibilities include:

  • Visualising the entire guest journey, from prebooking to poststay, identifying potential friction points and opportunities to create magical guest experiences
  • You have strong prioritisation skills and can easily identify and work on the lowhanging fruit (guest comms) and further map out the overall future vision. You are creative in implementing solution/s to help bridge the gap in the quality of the current communication between the hosting partner and the guest
  • Possess strong analytical and data visualisation skills in analysing available data and translating these into actionable strategies
  • Drive minimum property quality standards across the Hometime collection
  • Responsible for continuously boosting guest review scores by analysing and optimising the timing, detail, and personalisation of essential information provided to guests throughout their journey. This includes proactively addressing frequently asked questions and fulfilling mustknow requests during booking, prestay, stay, and poststay phases
  • Crafting a unified concept of surprise and delight to elevate the Hometime experience
  • Building and developing a standard criteria for a seamless guest experience across all Hometime properties by ensuring design and messaging are consistent across all branded materials in homes
  • Has a strong understanding of the proper tools and best industry practices and leverage technology to personalise experiences, improve efficiency, and streamline guest interactions across all Hometime functions and platform

Desired Skills and Qualifications:

  • Hard Skills:
  • Experience managing a team of 5+ in customer/guest experience
  • Proven track record of leading and managing UX projects
  • Familiarity with UX principles (bonus)
  • Proficient in project management
  • Strong data analysis and visualisation skills (Whimsical, Sheets etc.)
  • Experience in the Short-Term Rental (STR) industry (bonus)
  • Soft Skills:
  • Empathy and understanding
  • Creativity and innovation
  • Problemsolving and decisionmaking
  • Strong work ethic

Benefits:

  • Competitive salary in line with your experience
  • WeWork access to coworking across Australia, onsite baristas and collaborative spaces
  • Coffee allowance of $75 per month on your own Airwallex card to enjoy at your local cafe when you work
  • An extra day of leave for your birthday to celebrate all things you with your friends and family
  • Supportive paid parental leave policy including leave for secondary carers, adoption leave and special maternity leave
  • Free time off between Christmas and New Year thanks to Hometime's Holiday Week
  • Quarterly events, both virtual and in person, to come together with your teammates

  • Cruise Supervisor

    1 week ago


    Sydney, New South Wales, Australia Hospitality & Guest Experience Full time

    About usCruise Sydney provides a luxuriously unique way for guests to experience the beautiful Sydney Harbour. Our exclusive 78ft luxury cruiser 'The Spirit of Migloo' boasts uninterrupted 360-degree views while guests enjoying an amazing culinary experience including regionally sourced food and prestigious wines. Departing from Darling Harbour, Cruise...


  • Sydney, New South Wales, Australia Hometime Full time

    About Hometime: We simplify short-term rental property management by providing homeowners with expert support and easy-to-use technology. Our ecosystem delivers transparency and better results for everyone involved. We have generated over $100m in bookings, have a strong relationship with Airbnb, and are backed by top venture capital firms. Join our growing...

  • Cruise Attendant

    1 week ago


    Sydney, New South Wales, Australia Hospitality & Guest Experience Full time

    About usCruise Sydney provides a luxuriously unique way for guests to experience the beautiful Sydney Harbour. Our exclusive 78ft luxury cruiser 'The Spirit of Migloo' boasts uninterrupted 360-degree views while guests enjoying an amazing culinary experience including regionally sourced food and prestigious wines. Departing from Darling Harbour, Cruise...


  • Sydney, New South Wales, Australia Marriott International, Inc Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementAuthentically YouExplore an exciting new career path at W Hotels where your authenticity is celebrated. W Hotel's work culture is uniquely designed...

  • Guest Experience

    1 week ago


    Sydney, New South Wales, Australia MERCURE Full time

    Company DescriptionMost people have goals and dreams of what they want to do and where they want to be in life. At Mercure Sydney, we have created a culture that provides you with the ability to aspire to great things and develop into the person you want to be. From our passionate and professional team to our training and development culture, we are...


  • Sydney, New South Wales, Australia MADAME TUSSAUDS Full time

    MADAME TUSSAUDS SYDNEY/WILD LIFE SYDNEY ZOO -GUEST EXPERIENCE SUPERVISOR (PART-TIME)Madame Tussauds Sydney, 1-5 Wheat Road Darling Harbour, Sydney NSWAre you a Super-star, Superhero, or general Super-fan??? Would you like to spend your days onthe red carpet with Chris Hemsworth, or getting a party started with Pnk? Perhaps spending theday with fluffy Koalas...


  • Sydney, New South Wales, Australia Taronga Conservation Society Australia Full time

    Located at Sydney's Iconic Taronga Zoo Casual positions available. TCSA Wages Employee Award, GEO hourly base rate $30.12 per hour (Mon to Fri) + superannuation + additional weekend and / or after hours penalties This is truly a unique customer service role – Based at Taronga Zoo, Mosman As Taronga prepares for the school holiday periods over Spring and...


  • Sydney, New South Wales, Australia MADAME TUSSAUDS Full time

    MADAME TUSSAUDS SYDNEY/WILD LIFE SYDNEY ZOO - GUEST EXPERIENCE SUPERVISOR (PART-TIME)**1-5 Wheat Road, Darling Harbour, Sydney, NSWAre you a Super-star, Superhero, or general Super-fan??? Would you like to spend your days on the red carpet with Chris Hemsworth, or getting a party started with Pnk? Perhaps spending the day with fluffy Koalas and unique...


  • Sydney, New South Wales, Australia InterContinental Full time

    About UsWelcome to the height of luxury, where heritage wonder and contemporary flair collide. Centrally positioned in the heart of Circular Quay, InterContinental Sydney extends breathtaking panoramic views of the Sydney Opera House and Sydney Harbour Bridge.Set within the beautifully restored Treasury Building of 1851, InterContinental Sydney is renowned...


  • Sydney, New South Wales, Australia SEA LIFE Full time

    Guest Experience HostRetail Level 5108 Market StreetSydney NSW 2000Are you looking to take Guest Experience to new heights?We currently have an amazing opportunity for passionate individuals looking to join the Guest Experience team at the Sydney Tower Eye. We are looking for a mix of casual and part time roles.The Sydney Tower Eye is an iconic part of the...


  • Sydney, New South Wales, Australia Madame Tussauds Full time

    Introduction:Are you a Super-star, Superhero, or general Super-fan??? Would you like to spend your days on the red carpet with Chris Hemsworth, or getting a party started with Pnk? How would you like to work in an extraordinary team surrounded by famous faces?We are currently looking for Guest Experience Hosts at Madame Tussauds Sydney, part of the Merlin...


  • Sydney, New South Wales, Australia Madame Tussauds Full time

    Introduction:"Someone grab a comb, Leo's hair is messed up again" Fancy working with A-listers allday? These ones are a bit easier to manage because they're made of wax and don't need things like 100 white kittens in their dressing roomsIf you like the sound of this then we have a great opportunity to join our team as a flexi Guest Experience Supervisor at...


  • Sydney, New South Wales, Australia Capella Hotel Group Full time

    Sydney, NSW, AUSHourlyFull TimeAbout Capella Hotels and Resorts.Capella Hotels and Resorts embody excellence in the craft of hospitality. Our vision is to combine tradition, discovery, individuality, and a twist of the unexpected, to create the perfect stay for each guest. Our destinations are designed by world-renowned architects. Our restaurants offer...


  • Sydney, New South Wales, Australia Marriott International, Inc Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Pier One Sydney Harbour Autograph Collection, 11 Hickson Road, Sydney, NEW SOUTH WALES, AustraliaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementAre you curious, outgoing and warm with a touch of playfulness? Pier One Sydney Harbour is looking for you, someone...


  • Sydney, New South Wales, Australia Marriott International, Inc Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementAuthentically YouExplore an exciting new career path at W Hotels where your authenticity is celebrated. W Hotel's work culture is uniquely...


  • Sydney, New South Wales, Australia Marriott International Full time

    At the heart of local communities, Sheraton brings people together—both our guests and our associates. Discover a community-focused work environment where people care about each other and feel a sense of belonging. We invite you to join the Sheraton community as a Guest Experience Ambassador because together, we are better. Start your career at Sheraton,...


  • Sydney, New South Wales, Australia The Star Entertainment Group Full time

    GUEST EXPERIENCE DESIGN MANAGER - CUSTOMER & PRODUCT LEADERSHIP TEAMAt The Star Entertainment Group, we aim to be Australia's leading integrated resort company. Our mission is to create fun and memorable experiences for the millions of guests we welcome each year at our trusted destinations.Our properties across Sydney, Brisbane, and the Gold Coast are...


  • Sydney, New South Wales, Australia Merlin Entertainments Group Full time

    Guest Experience HostWe are searching for an experienced Guest Experience Host at our Sydney Tower Eye attraction.Primary Duties and Responsibilities:Required Qualifications:Part Time (


  • Sydney, New South Wales, Australia The Star Entertainment Group Full time

    About the roleAs the Guest Experience Analyst, you will report directly to the Service Quality Manager and draw upon your ability to work collaboratively as you support teams across the business to embed The Star Entertainment Group's guest experience program. In this unique and specialised role, it would be advantageous to have previous experience...


  • Sydney, New South Wales, Australia TEG Full time

    PLEASE DON'T APPLY THROUGH SEEK, CHECK THE HOW TO APPLY SECTION. Hours: Casual & Part-Time hours available including nights, weekends, and holidays Start Date: MayAbout TES LiveTES Live is the leading producer and supplier of family entertainment and live activation across the Australian and International markets. Over TES Live's two-decade history, the...