Senior Guest Experience Lead — Spa & Wellness

Hepburn Wellness; Daylesford; On-site; AUD 100,000 - 140,000; Full time

Benefits offered by this job

On-site car parking

Competitive remuneration

Ongoing training and professional dev.

Discounts across treatments, wellness,

services

Job summary

Hepburn Bathhouse & Spa in Daylesford, Victoria, is seeking an experienced Guest Experience Manager to lead our Customer Service and Bathing teams. You will deliver exceptional guest outcomes, drive operational excellence and support commercial performance across a premium wellness destination.

You will provide visible leadership, coaching and support to ensure a warm, professional guest journey at every touchpoint, while partnering with Spa, Accommodation and Pavilion Café teams to uphold

Qualifications

• Proven experience leading and developing customer-facing teams
• Demonstrated success driving sales, revenue growth and guest retention
• Strong stakeholder management and communication skills
• Financial acumen including budgeting and cash handling

Responsibilities

• Lead, coach and develop the Customer Service and Bathing teams to deliver exceptional guest experiences and high operational standards
• Champion guest satisfaction through service delivery, enquiry management and feedback processes
• Drive commercial performance through wellness experiences, treatments, packages and retail
• Collaborate across Spa, Accommodation, Café, Contact Centre and Marketing teams for consistent guest touchpoints
• Manage workforce planning, rostering, recruitment, training and team development
• Oversee operational, financial and compliance standards including POS operations and retail performance
• Contribute to venue leadership and continuous improvement initiatives

Skills

People leadership

Guest experience

Sales growth

Stakeholder management

Communication

Safety & compliance

Tools

POS systems

Job description

Hepburn Bathhouse & Spa in Daylesford, Victoria, is seeking an experienced Guest Experience Manager to lead our Customer Service and Bathing teams. You will deliver exceptional guest outcomes, drive operational excellence and support commercial performance across a premium wellness destination.

You will provide visible leadership, coaching and support to ensure a warm, professional guest journey at every touchpoint, while partnering with Spa, Accommodation and Pavilion Café teams to uphold