Full job description

Guest Experience Manager, Pre-Opening Luxury Hotel

The EQ Hotel – Perth, WA

The EQ Hotel is seeking an experienced and passionate Guest Experience Manager to join our team ahead of the opening of Perth’s newest luxury hotel.

About the Role

This is a highly visible, guest-facing role that brings together luxury hospitality, personalised service, operations and relationship management.

As one of the key faces of The EQ Hotel, you will welcome guests, VIPs and visitors while overseeing the day-to-day guest experience across the hotel. You will ensure every interaction is warm, seamless and aligned with the hotel’s luxury service standards.

From coordinating VIP arrivals and special guest requests to resolving concerns and working closely with operational teams, you will play an important role in creating memorable stays and building lasting relationships with our guests.

Key Responsibilities

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• Deliver exceptional and personalised service to all hotel 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.
• Ensure guest preferences, celebrations and important occasions are accurately recorded and actioned.
• Act as a key contact for guest feedback, concerns and service recovery.
• Work closely with operational departments to ensure a seamless guest experience throughout the hotel.
• Monitor online reviews and guest feedback, identifying opportunities to improve service delivery.
• Support the development and implementation of guest experience standards and procedures during pre-opening.
• Assist with training guest-facing employees in luxury service, communication and personalised hospitality.
• Conduct regular inspections of guest areas and hotel touchpoints to ensure presentation standards are maintained.
• Build strong relationships with regular guests, corporate clients and local partners.
• Support concierge-style requests, including restaurant reservations, local recommendations and guest arrangements.
• Prepare regular reports on guest feedback, VIP activity, service recovery and guest experience initiatives.

Why Join The EQ Hotel?

• Be part of a luxury hotel pre-opening from day one
• Play an important role in launching and establishing a new hotel brand in Perth.
• Competitive senior-level remuneration
• Long-term career opportunity as the hotel grows

If you are an experienced guest relations, front office or luxury hospitality professional who enjoys working in a hands-on role and creating memorable guest experiences, we would love to hear from you.