Experience Manager

2 weeks ago

Prahran, Australia Gurner Group Wellness People Pty Ltd Full time

**About Us**

GURNER is a luxury developer with a difference. GURNER has cemented itself as one of Australia’s leading innovative luxury lifestyle and design brands, having amassed a development and management portfolio and pipeline of over $10 billion, encompassing a wide range of mixed-use projects with over 9,000 apartments, commercial, hotel and retail across Australia. The GURNER vision is “to be globally renowned as the leading aspirational lifestyle and design brand, creating experiences for people to live their best life.”

**Why GURNER**

The GURNER workplace is a dynamic, agile, and innovative space with a culture focused on being one’s best, fairness, having fun and being caring and empathetic to each other. We are dedicated and passionate about what we do and are constantly striving to reinvent luxury.

**The Position**

As the Experience Manager, your role is all about owning and supporting the delivery of the member and guest experience at Saint Haven. Providing exceptional experiences is at the heart of this role - in addition to managing all aspects of Front of House (people leadership, recruitment, on-boarding, ongoing training and development, revenue, and cost control management).

Your key accountabilities for this role include
- Provide exceptional customer service and operational leadership in line with Saint Haven brand standards and framework
- Take the lead and inspire the Front of House team to deliver upon unforgettable experiences for our members and guests across all parts of the member journey
- Manage all aspects of retail and F&B as part of the Front of House experience
- Ensure all Front of House costs are managed diligently and aligned to budget expectations
- Think strategically to grow Front of House revenue
- Ensure member feedback and enquiries are handled and responded to in a timely manner
- Partner with the Club General Manager to arrange and host events in club
- Champion health and safety protocols and standards in line with Saint Haven framework
- Assist in opening and closing the club as required
- Recruitment, training, and management of Front of House team members

To thrive in this role, we require someone with the following skills and characteristics:

- You have significant experience in the industry, including at least 3 years full-time of relevant management experience in health, leisure, hotels, hospitality, retail, or other environments that align.
- Hold previous work experience in a wellness retreat and/or resort.
- You know what it takes to make someone feel special - you understand that customer service extends just beyond ‘service’. You curate experiences and make people feel like rockstars
- You are people focused - you are genuine, honest and operate with integrity. You thrive on watching your team succeed and develop their skills and experience
- You are self-assured
- you listen intently, you speak eloquently, you are great at explaining things and are comfortable communicating at all levels
- You are driven - you’re perceptive, ask questions and always strive to understand the bigger picture
- You understand a P&L and how to commercially run a business successfully
- You are focused on personal development and the development of your team and those around you

**Salary**: $75,000.00 - $80,000.00 per year

Schedule:

- Rotating roster

Application Question(s):

- What is your expected annual salary for this role?

**Experience**:

- Management: 3 years (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person

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