Guest Experience Manager - Banya Bathhouse & Kiva Spa

Banya; Mullumbimby; On-site; AUD 70,000 - 100,000; Full time

Job summary

Banya Bathhouse and Kiva Spa in Mullumbimby invite applications for a Guest Experience Manager to own the guest journey across both venues, initially based at Banya. You will lead the Reception and Therapist teams and ensure every guest sees, hears, smells and experiences excellence.

As Kiva prepares to reopen, you’ll shape its next chapter, drive guest-centric service, grow repeat visitation and refine processes, with a sharp eye for detail and a sincere passion for wellness.

Qualifications

• Strong background in management within spa, wellness, hospitality or premium guest-focused environments.
• Eye for detail with commercial awareness and passion for wellness.
• Experience overseeing reception and service teams and guest journeys.

Responsibilities

• Lead and support Reception and Therapist teams to deliver outstanding guest experiences.
• Ensure venues always look and feel at their best and bookings run smoothly.
• Use guest feedback to continually improve the experience and guest journey.
• Identify opportunities to grow the business and encourage repeat visitation; manage Zenoti-enabled processes.

Skills

Management experience

Guest experience focus

Commercial awareness

Attention to detail

Spa/Hospitality background

Tools

Zenoti

Job description

In the heart of Mullumbimby, Banya Bathhouse and Kiva Spa offer two distinct approaches to wellness.

Banya Bathhouse is a social bathhouse combining hot and cold therapy, massage, dining and design-led spaces, while Kiva Spa is the original Northern Rivers spa - a much loved local institution with deep roots in the wellness community. Now undergoing an exciting transformation, Kiva is set to reopen in early 2027.

We’re looking for a passionate and commercially minded Guest Experience Manager to take ownership of the guest experience across both venues.

Initially based at Banya, you’ll be responsible for our Reception and contractor Therapist teams, while owning the entire guest journey - everything our guests see, hear, smell and experience.

As Kiva prepares to reopen, you’ll also have the opportunity to help shape its next chapter and bring the renewed experience to life.

You’ll be responsible for:

• Leading and supporting our Reception and Therapist teams
• Making sure our guests receive an exceptional experience and the venue always looks and feels its best
• Using guest feedback to continually improve the experience
• Identifying opportunities to grow the business, encourage repeat visitation and introduce new experiences and offerings
• Keeping our booking systems and processes running smoothly, with Zenoti experience highly regarded

About You

You’ll have a strong background in management, ideally within spa, wellness, hospitality or a premium guest focused environment, along with an exceptional eye for detail, commercial awareness and a genuine passion for the wellness industry.

If you notice the little things, love developing people and are always looking for ways to improve the guest experience and grow the business, we’d love to hear from you!