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Executive Leader of Guest Experience

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Sydney, New South Wales, Australia beBeeDirector Full time $130,000 - $145,000
Job Overview

The Director of Operations role is a senior leadership position that drives outstanding guest experience outcomes across the region. Reporting directly to the General Manager, this leader oversees a high-performing team responsible for delivering exceptional service standards and evolving them in line with global brand expectations.

Key Responsibilities
  • Guest Experience Strategy: Implement the Global Guest Experience Playbook within the region, focusing on measurable improvements in guest satisfaction (NPS) and cost-effective service delivery.
  • Team Leadership & Performance: Directly lead and develop city-level Operational Managers, drive recruitment, onboarding, and performance management, establish a high-performance culture, and plan resourcing based on forecasted growth and property volume.
  • Country-Level GX Priorities & Projects: Identify key guest experience opportunities, lead cross-functional projects to enhance GX performance, work closely with Global Guest Relations, and develop relationships with key partners.
  • Quality Control & Continuous Improvement: Own the execution of the national quality control program, analyze guest feedback, set and monitor cost benchmarks, and ensure SOP compliance.
Required Skills & Qualifications
  • 6+ years' experience in hospitality, property, or service-based operations, with a strong track record leading multiple assets or locations.
  • Proven experience leading regional or multi-city teams in a guest-facing environment.
  • Strong understanding of cost control, service design, and customer satisfaction metrics.
  • Familiarity managing P&L responsibilities, covering both Opex and COGS, alongside a solid understanding of compliance standards.