Guest Experience Leader

19 hours ago

Melbourne, Victoria, Australia beBeeLuxury Full time $750,000 - $1,000,000
Job Opportunity

We are seeking an exceptional leader to drive our guest experience as a Front Office Manager. As a key member of our team, you will lead by example, creating a positive and high-performing culture that inspires your colleagues to deliver authentic, thoughtful, and seamless experiences for our guests.

In this role, you will oversee the heart of our guest experience, driving your team to deliver genuine luxury at every interaction. You'll create a culture where your people feel inspired, supported, and motivated to deliver their very best every day. Calm, confident, and composed under pressure, you'll set the standard for professionalism, warmth, and attention to detail.

This is a rare opportunity to make your mark in a prestigious luxury property, shaping both the guest journey and your team's growth. You'll have access to future pathways into senior leadership while making a tangible impact on the success of our hotel today.

Key Responsibilities:

  • Lead, mentor, and engage the Front Office team to create a positive, high-performing culture.
  • Inspire your team to deliver authentic, thoughtful, and seamless guest experiences.
  • Act as a calm and confident role model, guiding your team through busy or challenging moments with composure and focus.
  • Oversee guest arrivals and departures, ensuring each interaction reflects true luxury service standards.
  • Provide regular coaching and constructive feedback to support individual and team development.
  • Handle guest feedback and concerns with empathy, professionalism, and a solutions-first approach.
  • Collaborate with other hotel departments to ensure smooth operations and a cohesive guest experience.
  • Implement training and development initiatives that empower your team to exceed expectations.
  • Build lasting relationships with VIPs and returning guests, ensuring they feel recognised and valued.
  • Monitor and manage Front Office operations with efficiency and attention to detail.

Requirements:

  • Proven experience as a Front Office Manager in a luxury hotel environment.
  • A confident and supportive leader with a track record of engaging, mentoring, and developing teams.
  • A calm and composed presence under pressure, with excellent problem-solving skills.
  • Exceptional interpersonal and communication skills to inspire your team and connect authentically with guests.
  • Strong organisational and time-management abilities to manage competing priorities.
  • An energetic, team-focused, and proactive attitude.
  • Natural ability to build trust and maintain strong relationships with both guests and colleagues.

What We Offer:

  • Great benefits – worldwide discounts on accommodation and food & beverage from day one.
  • Discounted health insurance and a free, confidential Employee Assistance Program.
  • A vibrant, supportive team culture in one of Melbourne's most iconic luxury hotels.
  • Easy location – avoid the CBD commute and work close to home in the city's south-east.
  • Access to award-winning training, development, and genuine career growth opportunities.

Join us at Hotel Chadstone Melbourne MGallery, where we create stories that stay.

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