Guest Experience Leader

Hyatt Centric Melbourne

Hyatt Centric Melbourne is Australia's first Centric hotel, situated in the bustling Melbourne CBD. Offering the perfect location to discover Melbourne's hidden treasures, local attractions, and vibrant music scene.

Featuring 277 luxurious rooms, as well as an indoor pool and gym, the Hyatt Centric Melbourne is a hotel that truly encapsulates the essence of the city. Langlands Restaurant & Bar, serves delicious local cuisine and offers stunning 180-degree views of the city from the hotels top floor.

Our mission is to connect our guests to Melbourne's vibrant energy, encouraging exploration and adventure throughout your stay. The thoughtfully designed Hyatt Centric will ensure that you never miss a moment of the lively Melbourne experience.

You are here. Now go anywhere.

Guest Experience Leader at Hyatt Centric Melbourne

· Do you love the unknown and hidden treasures of Melbourne?

· Melbourne your passion and love and discovering what is located down the next alley way?

· Are you curious of what the next “IT spot” in Melbourne before it explodes and partnering with them?

· Curator of in-house or local experiences

This is an incredible opportunity to be face and heartbeat of one of Melbourne’s most vibrant hotels. You’ll be the first hello, the last farewell, and the creator of the moments in between that guests remember long after they’ve checked out.

Working within the Front Office team, you will support the Front Office team in supervising and managing the day-to-day operations of the business as well as supporting the team to achieve our purpose.

Key Responsibilities\:

· Share your knowledge of the city’s laneways, eateries, galleries, and neighbourhood gems to help guests uncover their perfect Melbourne moment.

· Design and deliver memorable touchpoints that reflect our hotel’s personality and the city’s culture.

· Drive lobby activations, welcome rituals, and in house or local collaborations that surprise and delight.

· Own pre arrival messaging that feels personal, warm, and unmistakably Melbourne.

· Resolve concerns with empathy and urgency, ensuring every guest feels heard and valued.

· Support special occasions, personalised touches, and signature Centric experiences.

· Coach the Front Office crew to deliver service that is polished, genuine, and aligned with Hyatt values.

· Manage check ins, checkouts, room allocations, and guest requests with efficiency and flair.

· Monitor guest feedback channels and turn insights into action that lifts satisfaction scores.

· Collaborate with internal and external stakeholders to ensure seamless and curated stay experiences.