Experience Leader

Experience Leader

Work somewhere magical. Make someone's day. Be part of something bigger.

At GURNER Wellness Group, home to the exclusive SAINT and SAINT HAVEN clubs, we're redefining what wellness means—combining science, soul, and luxury to deliver 6-star transformative experiences. At the heart of our enriching communities, we're on a mission to spark human connection, elevate everyday living, and empower personal transformation.

We're looking for an incredible, passionate and talented Experience Leader for our Collingwood, Saint Haven club.

Being an Experience Leader in our wellness team is than just a job. This is an opportunity to work in a stunning, thoughtfully designed space, alongside like-minded professionals who genuinely care. It's a place where you'll build lasting friendships, meaningful member relationships, and feel inspired every day.

Why Join Us?

• A breathtaking space that feels more like a sanctuary than a workplace
• A warm, passionate culture where people support and celebrate each other
• A chance to create unforgettable experiences for members who deeply value what we do
• A team of high-vibe, purpose-driven humans who live and breathe wellness

Role Summary

Saint Haven is more than a gym; it is a private, six-star wellness club where members experience luxury, connection, and world-class hospitality.

The Experience Leader acts as the Manager on Duty, responsible for the seamless running of the club during their shift; across concierge, wellness, fitness, pool and wet areas, and F&B.

This role blends luxury hospitality with operational excellence. You will be equally confident hosting high-net-worth members as you are ensuring the safe and efficient operation of facilities. You are both host and operator: anticipating member needs, resolving issues, managing risks, and leading your team to deliver unforgettable experiences.

The Position:

Operational Leadership

• Act as Manager on Duty, taking responsibility for the entire club's operation during your shift.
• Oversee pool, wet areas, wellness, and gym facilities — ensuring safety, compliance, cleanliness, and readiness at all times.
• Run opening, closing, and shift handovers, ensuring standards are met and issues are escalated where needed.
• Conduct regular walk-throughs and facility checks, addressing maintenance, safety, and presentation issues promptly
• Champion health, safety, and risk management protocols, including pool safety and emergency response procedures.

Member Experience & Concierge

• Welcome members and guests with warmth, acting as the face of Saint Haven during your shift.
• Build meaningful relationships, learn member preferences, and anticipate needs to deliver a personalised, concierge-style experience.
• Resolve member concerns with discretion and confidence, always upholding the Saint Haven brand and six-star standard.
• Support curated experiences, activations, and events to surprise and delight members.

Team Leadership

• Lead and inspire the Experience Team on shift, ensuring everyone is aligned with six-star standards.
• Provide coaching and feedback in real time, supporting development and growth.
• Delegate operational and service tasks effectively, ensuring all areas of the club run smoothly.
• Foster a positive, collaborative team culture.

Hospitality & Food & Beverage Oversight

• Oversee F&B and retail service, ensuring consistency, quality, and presentation.
• Support ordering, stock control, and sales targets in collaboration with the Hospitality Manager.
• Lead the team in delivering elevated beverage and food service, balancing efficiency with luxury hospitality standards.

KPIs & Success Measures

• Member satisfaction and feedback.
• Operational readiness and compliance (pool, wellness, gym, and F&B).
• Quality and consistency of service standards.
• Effective incident and risk management.
• Team performance and engagement.
• Contribution to revenue and cost management targets.

What You Bring

• 3+ years' hospitality experience, ideally in a luxury hotel or hospitality venue
• Supervisory experience and the ability to lead high-performance, customer focused teams
• A current (or willingness to obtain) CPR, First Aid and RSA certificate.
• A natural warmth, professionalism, and love for making people feel incredibile
• Curiosity, care, and a team-first attitude
• Availability to work across a 7-day a week roster (5am to 9:15pm)
• Strong operational background: proven ability to oversee complex venues with multiple service areas (e.g. hotels, clubs, spas, or premium gyms).
• Hospitality foundation, with experience in luxury service environments (member clubs, hotels, or fine dining).
• Confident managing wet areas, pools, or facilities with high compliance and safety requirements.
• Skilled in leading teams, running shifts, and making operational decisions in real time.
• Strong interpersonal and communication skills: comfortable hosting members in six-star service and engaging across all levels.
• Commercial acumen: understanding of budgets, costs, retail, and F&B sales.
• Passionate about health, wellness, and creating extraordinary member experiences.

Team Perks

• Special team member prices at our Organic Wholefoods restaurant and all GURNER Group hospitality venues
• Discounted rates on massages and IV therapies (conditions apply)
• Access to an Employee Assistance Program (EAP)
• After 6 months, access to an exclusive team membership at the club so you can enjoy the incredible facilities too

Employee Benefits

• Special team member prices at Haven Organic Wholefoods restaurant and all other GURNER Group hospitality venues
• Access to an Employee Assistance Program

If the above sounds like you, please apply for this exciting opportunity with a CV and Cover Letter.