VIP / Guest Experience Manager (Melbourne)

At 1 Hotel Melbourne, we believe luxury and sustainability can coexist beautifully. We are seeking a Guest Experience Manager who is passionate about creating unforgettable, personalised stays and leading teams to deliver extraordinary, thoughtful hospitality. This is more than an operational role — it’s an opportunity to shape the entire guest journey and bring our Good Natured Service philosophy to life. The Role As Guest Experience Manager, you will oversee every touchpoint of the guest experience, ensuring it reflects our brand ethos of sustainability, authenticity, and genuine care. You will inspire and lead guest-facing teams, collaborate across departments, and cultivate meaningful relationships with guests to drive satisfaction and loyalty. You will also play a key role in innovation — curating distinctive experiences, activating special events, and continuously elevating how guests connect with our hotel and our city. And one more thing: We believe in positive, healthy work environments — always. You’ll help foster a culture that evolves, supports wellbeing, and gives our team members a life outside of work. What You’ll Do
- Oversee and elevate the end-to-end guest journey, ensuring each interaction aligns with brand standards
- Lead, inspire, and support all guest-facing teams to deliver personalized, memorable service
- Act as the primary contact for VIP and returning guests, managing special requests and service recovery with discretion
- Collaborate cross-functionally to ensure seamless service delivery
- Proactively connect with guests pre-arrival to personalize their stay
- Curate thoughtful welcome and departure experiences
- Monitor and respond to guest feedback, including online reviews and post-stay surveys
- Analyze satisfaction metrics and implement continuous improvement strategies
- Build relationships with repeat guests, 1 Homes residents, and local partners
- Partner with Marketing to highlight unique guest experiences
- Organize special events and on-property activations
- Lead innovation initiatives to keep our guest offering fresh and distinctive
- Oversee Good Things Retail operations, including stock management and inventory control
- Support Rooms Division operations, including Duty Manager coverage and escalation management What You Bring
- A natural ability to connect with people authentically and build trust
- Strong leadership experience within luxury hospitality
- Expert-level Front Office knowledge, particularly arrival and departure experiences
- Confidence using hotel operating systems
- Exceptional written and verbal communication skills
- Solid conflict resolution and service recovery expertise
- A passion for sustainability, wellness, and meaningful hospitality If you’re ready to create experiences that matter — for our guests and our team — we’d love to hear from you. Join us at 1 Hotel Melbourne and help redefine luxury hospitality. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3roi1g