Senior Guest Experience Lead – Spa & Wellness

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

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.