Guest Experience Manager, Pre-Opening Luxury Hotel

The Glen Hotel Pty; Perth; On-site; AUD 90,000 - 120,000; Full time

Job summary

The EQ Hotel Pty Ltd in Perth, WA is preparing for the opening of a new luxury property. The Guest Experience Manager will lead guest relations, manage VIP arrivals and ensure service excellence across pre-opening and daily operations.

You will coordinate guest requests, oversee the guest journey from pre-arrival to departure, and train front-line colleagues to deliver personalised hospitality in a luxury environment.

Qualifications

• Experience in guest relations or guest experience leadership within luxury hospitality or premium environments.
• Ability to coordinate VIP arrivals, special requests and guest amenities with precision.
• Strong focus on service recovery, responsiveness and maintaining luxury standards.

Responsibilities

• Deliver exceptional, personalised service to guests, visitors and VIP clients.
• Oversee the guest journey from pre-arrival through to departure.
• Coordinate VIP arrivals, room allocations, welcome amenities and special guest requests.
• Record guest preferences and events to action service improvements.
• Serve as a primary contact for guest feedback and service recovery.
• Collaborate with operations to ensure a seamless guest experience across the hotel.
• Monitor guest feedback and identify opportunities to enhance service delivery.
• Support development and pre-opening training of guest-facing colleagues in luxury service.
• Inspect guest areas to ensure presentation standards are maintained.
• Build relationships with regular guests, corporate clients and local partners.
• Support concierge-style requests including reservations and local recommendations.
• Prepare reports on guest feedback, VIP activity and experience initiatives.

Skills

Guest experience leadership

VIP management

Luxury service standards

Job description

Guest Experience Manager, Pre-Opening Luxury Hotel

Guest Experience Manager

The EQ Hotel Management Pty Ltd

4 William Street, Perth, WA, 6000, AUSTRALIA

Guest Experience Manager, Pre-Opening Luxury Hotel

The EQ Hotel – Perth, WA

The EQ Hotel is seeking an experienced and passionate Guest Experience Manager to join our team ahead of the opening of Perth’s newest luxury hotel.

About the Role

This is a highly visible, guest-facing role that brings together luxury hospitality, personalised service, operations and relationship management.

As one of the key faces of The EQ Hotel, you will welcome guests, VIPs and visitors while overseeing the day-to-day guest experience across the hotel. You will ensure every interaction is warm, seamless and aligned with the hotel’s luxury service standards.

From coordinating VIP arrivals and special guest requests to resolving concerns and working closely with operational teams, you will play an important role in creating memorable stays and building lasting relationships with our guests.

Key Responsibilities

• Deliver exceptional and personalised service to all hotel guests, visitors and VIP clients.
• Oversee the guest journey from pre-arrival through to departure.
• Coordinate VIP arrivals, room allocations, welcome amenities and special guest requests.
• Ensure guest preferences, celebrations and important occasions are accurately recorded and actioned.
• Act as a key contact for guest feedback, concerns and service recovery.
• Work closely with operational departments to ensure a seamless guest experience throughout the hotel.
• Monitor online reviews and guest feedback, identifying opportunities to improve service delivery.
• Support the development and implementation of guest experience standards and procedures during pre-opening.
• Assist with training guest-facing employees in luxury service, communication and personalised hospitality.
• Conduct regular inspections of guest areas and hotel touchpoints to ensure presentation standards are maintained.
• Build strong relationships with regular guests, corporate clients and local partners.
• Support concierge-style requests, including restaurant reservations, local recommendations and guest arrangements.
• Prepare regular reports on guest feedback, VIP activity, service recovery and guest experience initiatives.

Why Join The EQ Hotel?

• Be part of a luxury hotel pre-opening from day one
• Play an important role in launching and establishing a new hotel brand in Perth.
• Long-term career opportunity as the hotel grows

Your Role in Our Story

Join our founding team where you can shape exceptional experiences, lead with purpose, contribute to an innovative hospitality concept, and grow your career while making The EQ Hotel and related facilities and services a defining element of Perth's hospitality landscape.

Applicants must have current Australian working rights. Sponsorship is not available for this position.

The EQ Hotel Pty Ltd and associated entities are equal opportunity employers and value diversity and inclusion in the workplace.

Screening Questions

• Do you have at least two years’ experience in a guest relations, front office or guest experience leadership role within a luxury hotel or premium hospitality environment?
• Please describe your experience managing VIP guests, special requests and personalised guest experiences.
• Do you have current Australian working rights?
• Describe your customer service experience
• What is your expected annual salary package?