Luxury Guest Experience Director – Pre-Opening

The Glen Hotel Pty; Perth; On-site; AUD 180,000 - 240,000; Full time

Job summary

The EQ Perth hotel in Perth, Western Australia, is seeking an exceptional Quality & Guest Services Director for its pre-opening phase. You will join the founding leadership team to shape service culture and guest relationships, delivering personalised experiences for anticipated guests and high-profile events.

You will lead quality assurance, service standards, training, and guest journey design, while coaching managers to uphold exceptional luxury service.

Qualifications

• Proven leadership in quality management, guest services or rooms operations within luxury brands.
• Experience with internationally acclaimed luxury hotels and exemplary service standards.
• Knowledge of quality assessment frameworks (LQA, Medallia, Forbes Travel Guide Star Rating, Michelin Key).
• Strong interpersonal skills, discretion and judgement to coach leaders and build ownership of service quality.
• Analytical ability to translate feedback into actionable improvements.
• Qualification in hospitality management or equivalent with excellent English.
• Luxury hotel pre-opening experience is highly desirable.
• Candidates must have Australian work rights or sponsorship eligibility.

Responsibilities

• Lead quality and guest services readiness for opening, including standards, SOPs, guest journey planning and training.
• Establish and run the hotel’s quality assurance programme and align standards with service philosophy.
• Deliver personalized guest experiences, including pre-arrival planning and VIP recognition.
• Maintain visible presence in guest areas and coach colleagues in real time.
• Handle escalated guest concerns and drive service recovery with department leaders.
• Oversee guest feedback, online reviews and reputation management, reporting to leadership.
• Partner with People & Culture and department leaders to train staff and foster ownership of quality.

Skills

Leadership

Guest services excellence

Quality management

Customer experience

Education

Hospitality management degree

Job description

The EQ Perth hotel in Perth, Western Australia, is seeking an exceptional Quality & Guest Services Director for its pre-opening phase. You will join the founding leadership team to shape service culture and guest relationships, delivering personalised experiences for anticipated guests and high-profile events.

You will lead quality assurance, service standards, training, and guest journey design, while coaching managers to uphold exceptional luxury service.