Guest Experience Leader – Spa & Wellness

Hepburn Bathhouse & Spa and Hepburn Escape Villas; Daylesford; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

On-site parking

Training & development

Staff discounts

Job summary

Hepburn Bathhouse & Spa and Hepburn Escape Villas – Daylesford, Victoria is seeking a seasoned Guest Experience Manager to lead the guest journey across our iconic wellness destination. You will coach frontline teams, shape service standards and drive commercial performance.

Reporting to the venue manager, you will balance people leadership with safe, efficient operations, ensuring outstanding guest outcomes at every touchpoint while collaborating across Spa, Accommodation and Café teams to

Qualifications

• Proven experience leading and developing high-performing customer-facing teams.
• Demonstrated success in driving sales, revenue growth and guest retention.
• Strong stakeholder management and communication skills.
• Financial acumen with experience overseeing POS systems and budgets.

Responsibilities

• Lead, coach and develop the Customer Service and Bathing teams to deliver exceptional guest experiences and high operational standards.
• Champion guest satisfaction through effective service delivery, enquiry management, guest feedback and service recovery processes.
• Drive commercial performance through the promotion of wellness experiences, treatments, packages and retail offerings.
• Collaborate across Spa, Accommodation, Café, Contact Centre and Marketing teams to ensure consistency at every guest touchpoint.
• Manage unit workforce planning, rostering, recruitment, training and team development to build a high-performing culture.
• Oversee operational, financial and compliance standards, including POS operations, cash handling and retail performance.
• Contribute to venue leadership, continuous improvement initiatives and workplace health and safety outcomes.

Skills

People leadership

Sales & revenue

Guest experience

Stakeholder management

Operations management

Health & safety

Job description

Hepburn Bathhouse & Spa and Hepburn Escape Villas – Daylesford, Victoria is seeking a seasoned Guest Experience Manager to lead the guest journey across our iconic wellness destination. You will coach frontline teams, shape service standards and drive commercial performance.

Reporting to the venue manager, you will balance people leadership with safe, efficient operations, ensuring outstanding guest outcomes at every touchpoint while collaborating across Spa, Accommodation and Café teams to