Guest Experience Host Manager at Travel +… · Surfers…

Guest Experience Host Manager

Location: Surfers Paradise

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

We are seeking an experienced people leader with a passion for customer experience, team development and delivering results.

We are looking for a motivated and commercially focused Guest Experience Host Manager to lead our Guest Experience Host (GEH) team. Reporting to the Director, Guest Experience Host Program, you will oversee the day-to-day operations and performance of the GEH function, ensuring the team delivers qualified In-House and Rental tours while achieving departmental KPIs.

This is a full-time opportunity offering a base salary of $80,000 + superannuation, with the opportunity to join a global organisation within the travel and hospitality industry.

What You'll Do

• Lead the day-to-day operations and performance of the Guest Experience Host team
• Recruit, onboard, train and develop Guest Experience Hosts
• Provide regular coaching, mentoring and performance feedback to build an engaged and high-performing team
• Drive achievement of departmental production, tour and cost-efficiency targets
• Schedule guests and team resources to maximise operational efficiency
• Monitor performance, identify trends and implement actions to improve results
• Manage month-end reporting requirements in accordance with company procedures
• Support marketing budgeting and cost management
• Ensure employees maintain required licences and work permits
• Establish and maintain high service quality standards
• Partner with Sales Operations, Resort Operations, Project Directors and Sales & Marketing leadership teams
• Identify training and development needs across the team
• Support and implement initiatives that improve communication, performance and the guest experience
• Ensure GEH activities comply with company policies and regulatory requirements
• Travel to resort and sales locations as required

What You'll Bring

• Proven management experience with the ability to lead, motivate and develop a team
• Previous Field Marketing experience with a demonstrated track record of delivering results
• Strong commercial and business acumen
• A genuine passion for delivering exceptional customer experiences
• Demonstrated ability to achieve operational and financial KPIs
• Strong analytical and problem-solving skills with the ability to interpret performance data and identify trends
• Excellent written and verbal communication skills
• Strong organisational and time-management skills with the ability to manage competing priorities
• High attention to detail and accuracy
• Confidence using Microsoft Office and the ability to quickly learn new systems
• A proactive, energetic and solutions-focused approach
• Flexibility to work weekends, public holidays and evenings as required
• Ability to travel to resort and sales locations as required

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.