Senior Guest Experience Leader - Wellness Spa

Hepburn Wellness; Daylesford; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

On-site car parking

Discounts across treatments

Job summary

Hepburn Bathhouse & Spa seeks an experienced Guest Experience Manager to join our venue leadership team and elevate the guest experience across Australia’s oldest spa destination in Daylesford, Victoria.

You will lead the Customer Service (Reception) and Bathing teams, delivering warm, professional experiences across every guest touchpoint while working with Spa, Accommodation and Pavilion Café teams to reflect our premium wellness offering.

Qualifications

• Proven experience leading and developing high-performing customer-facing teams.
• Experience driving sales, revenue growth and guest retention.
• Strong stakeholder management and communication skills.
• Experience managing guest feedback, service recovery and continuous improvement.
• Financial acumen including overseeing POS and cash handling.
• Commitment to workplace health & safety and regulatory compliance.

Responsibilities

• Lead, coach and develop the Customer Service and Bathing teams to deliver exceptional guest experiences and high operational standards.
• Champion guest satisfaction through effective service delivery, enquiry management, guest feedback and service recovery processes.
• Drive commercial performance through the promotion of wellness experiences, treatments, packages and retail offerings.
• Collaborate across Spa, Accommodation, Café, Contact Centre and Marketing teams to ensure consistency at every guest touchpoint.
• Manage unit workforce planning, rostering, recruitment, training and team development to build a high-performing culture.
• Oversee operational, financial and compliance standards, including POS operations, cash handling and retail performance.
• Contribute to venue leadership, continuous improvement initiatives and workplace health and safety outcomes.

Skills

Leadership

Customer service

Sales & revenue growth

Stakeholder management

Communication

People development

Tools

POS systems

Cash handling

Job description

Hepburn Bathhouse & Spa seeks an experienced Guest Experience Manager to join our venue leadership team and elevate the guest experience across Australia’s oldest spa destination in Daylesford, Victoria.

You will lead the Customer Service (Reception) and Bathing teams, delivering warm, professional experiences across every guest touchpoint while working with Spa, Accommodation and Pavilion Café teams to reflect our premium wellness offering.