Sales & Guest Experience Manager

The Hepburn Bathhouse & Spa is an iconic tourist destination and award winning spa located in the heart of Australia’s Spa Capital nestled in the Hepburn Mineral Springs Reserve near Daylesford 90 minutes from Melbourne.

This is an exciting time for Belgravia Leisure as we look to appoint a suitably qualified and experienced Guest Experience Manager to build and lead a passionate and engaged guest experience team.

As the Guest Experience Manager you will be a strong people leader who will be responsible for the recruitment, ongoing training and development of all Guest Experience staff. You will deliver and drive exceptional customer service and a culture of innovation.

You will develop and execute plans through engagement with the leadership team and key stakeholders. With strong business acumen, experience in sales and delivering exceptional customer service you will continue to drive the overall experience of our guests.

The Guest Experience Manager’s key accountabilities include:

• Meet monthly new member and program enrolment targets and associated KPIs
• Meet monthly retail budgets and stock control KPIs
• Maintain NPS and mystery shop scores in line with KPIs adopted by Belgravia Leisure
• Lead by example by provide exceptional customer centric guest experiences in person and over the phone to existing and prospective members and guests
• Apply sound cash handling principles and use of Point of Sale (POS) systems
• Set rosters in line with the business budgets and the four principles of time and attendance
• Demonstrate behaviours that are consistent with the Belgravia Leisure C.L.E.A.R. Values

About You

You have experience in leading a team to achieve collective and individual targets. Possessing strong communication skills, you are able to build rapport and positive relationships with people. Ideally you will have at least 2 years’ experience in leading a strong customer experience and sales culture and 5 years’ experience in managing and leading teams. With a flair and ability to positively influence and negotiate win-win outcomes, you lead by example.

You are tech savvy and have strong sales knowledge and understanding of sales-related performance KPIs. You also have strong interpersonal skills and the ability to communicate with a diverse range of guests. You possess values such as integrity, excellence, courage, openness, respect leadership and accountability.

Essentials:

• Current First Aid (Level 2) & CPR
• Current Police Check
• Working with Children Check
• Legally entitled to work in Australia