Director of Luxury Hospitality

Crown Resorts; Melbourne; On-site; AUD 200,000 - 350,000; Full time

Job summary

Crown Resorts invites a Director of Luxury Hospitality to lead and elevate premium guest experiences across The Villas, Crystal Club, and Crown Spa in Melbourne. You will report to the Executive General Manager - Hotels and drive strategies that reflect Crown's standards of luxury and personalised service.

You will bring extensive senior leadership experience in luxury settings, strong commercial acumen, and a proven ability to develop and retain high-performing teams while partnering with

Qualifications

• Extensive senior leadership experience in luxury hospitality environments.
• Proven ability to manage budgets, forecasting and revenue optimization.
• Strong stakeholder management and influencing skills.
• Track record of delivering world-class guest experiences.

Responsibilities

• Lead luxury hospitality across The Villas, Crystal Club, and Crown Spa.
• Drive guest satisfaction and personalized service for VIP clients.
• Develop strategies to enhance luxury offerings and commercial outcomes.
• Oversee budgeting, forecasting and revenue optimisation.
• Build and coach high-performing teams and partner with senior stakeholders.

Skills

Senior leadership

Luxury hospitality

Budget ownership

Revenue management

Stakeholder management

Guest-centric approach

Job description

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

As Director of Luxury Hospitality, you will provide strategic and operational leadership across The Villas, Crystal Club, and Crown Spa, ensuring every guest experience reflects the highest standards of luxury service and personalised hospitality. Reporting directly to the Executive General Manager - Hotels, you will play a critical role in delivering Crown's vision of creating elevated and joyful experiences for our most discerning guests.

Key Responsibilities

• Lead and elevate the luxury hospitality experience across The Villas, Crystal Club, and Crown Spa.
• Drive exceptional guest satisfaction and personalised service for VIP and premium clientele.
• Develop and execute strategies that enhance luxury offerings, guest engagement, and commercial outcomes.
• Lead business performance through strong financial management, budgeting, forecasting, and revenue optimisation.
• Oversee major projects and initiatives that enhance the guest experience and operational efficiency.
• Build, coach, and inspire high-performing teams while fostering a culture of accountability, collaboration, and excellence.
• Partner with senior stakeholders across the business to ensure seamless delivery of luxury experiences.
• Champion Crown's commitment to service excellence, innovation, and continuous improvement.

About You

You are a proven hospitality executive with a passion for luxury service and a track record of leading complex, high-performing operations.

You will bring:

• Extensive senior leadership experience within luxury hospitality, hotels, resorts, or premium guest experience environments.
• Strong commercial and financial acumen, including budget ownership and revenue management experience.
• A demonstrated ability to lead, develop, and retain high-performing teams.
• Exceptional stakeholder management and influencing skills.
• A guest-centric mindset with a commitment to delivering world-class experiences.
• The ability to thrive in a fast-paced environment while balancing strategic priorities with operational excellence.

On top of exciting career possibilities, we offer better exposure to experiences and learning.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.