Guest Experience Lead: Luxury Resort Operations

Novotel & ibis Balikpapan; Noosa Shire; On-site; AUD 72,000 - 88,000; Full time

Benefits offered by this job

ALL Heartist benefits

Discounted room rates

Food & beverage discounts

Guest & family discounts

Job summary

Elysium Noosa is seeking an experienced hospitality leader to oversee shift operations across the resort, partnering with Department Heads to deliver seamless service and a premium guest experience. You will champion a culture of genuine hospitality, guide a high-performing team, and drive guest satisfaction while maintaining our standards and safety protocols.

As senior point of contact, you will inspire staff, promote resort facilities and experiences, and embody The Elysium Way in every

Qualifications

• Leadership experience in a hotel, resort or premium hospitality.
• Strong guest engagement and problem-solving skills.
• Calm, decisive and professional under pressure.
• Excellent communication and interpersonal skills.
• Commitment to service excellence, teamwork and operational standards.
• Ability to work a rotating roster, including evenings, weekends and public holidays.

Responsibilities

• Lead operational departments during shifts in the resort.
• Champion a culture of hospitality and deliver personalised guest experiences.
• Act as senior point of contact for guest enquiries and service recovery.
• Lead by example and set standards for service excellence and presentation.
• Inspire, coach and support team members for a high-performing culture.
• Anticipate guest needs and enhance the guest journey through thoughtful service.
• Drive commercial awareness by promoting resort facilities and offers.
• Maintain accurate shift records and communicate across departments.
• Ensure WHS, emergency procedures and policies are followed.
• Represent Elysium Noosa and Accor as a proud ambassador.

Skills

Leadership

Guest engagement

Calm under pressure

Communication

Service excellence

Team collaboration

Flexible scheduling

Job description

Elysium Noosa is seeking an experienced hospitality leader to oversee shift operations across the resort, partnering with Department Heads to deliver seamless service and a premium guest experience. You will champion a culture of genuine hospitality, guide a high-performing team, and drive guest satisfaction while maintaining our standards and safety protocols.

As senior point of contact, you will inspire staff, promote resort facilities and experiences, and embody The Elysium Way in every