Luxury Guest Experience Lead - Pre-Opening

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

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.