Boutique wellness retreat seeks hands-on hospitality manager to lead ops, guest experience & team. 4-day week option available.
Overview
An established wellness retreat within reach of Sydney is looking for a senior person to take ownership of the guest communications across every touch point.
The operations side is led by an experienced Operations Manager, and the retreat programmes are led by a dedicated Programs Manager.
This role sits alongside them and focuses on how the business communicates with its guests from first enquiry through to post stay follow up.
Senior leadership role reporting directly to the Owner/Director, offering flexibility across either a 4 or 5-day roster (Tuesday–Saturday or Wednesday–Saturday). Excellent long-term opportunity with clear pathways for increased responsibility and career progression over time.
Ideal for someone coming from premium hospitality, restaurant or boutique accommodation environments who is looking for a more balanced long-term leadership opportunity without late-night venue hours.
Guest Experience & Communications
Oversee and elevate the end-to-end guest experience, from initial enquiry through to post-retreat follow-up. Refine all guest touchpoints including the website experience, phone and email communication, automated booking journeys, arrival procedures, on-site experience, staff interactions and post-stay engagement.
Work collaboratively with the Retreat Programs Manager, Operations Manager and wider team to deliver an exceptional and consistent guest experience. Proactively respond to guest feedback and complaints, identify opportunities for improvement and implement meaningful change initiatives. Lead and support staff training to ensure warm, professional and high-quality guest interactions across all areas of the retreat.
On Site Leadership
Act as Senior Leader on Friday and Saturday, overseeing daily operations while the Operations Manager is off. Ensure a high standard of guest experience, that staff are following correct procedures and checklists, and that operations across departments are coordinated. Resolve guest issues professionally. Deliver guest welcome talks. Step into other senior roles during staff absences.
Who This Person Is
Someone who understands how every guest interaction shapes how people feel about the business, and they move between those interactions without losing the thread.
A dynamic problem solver who works on their own initiative. A skilled communicator who understands the nuance and subtlety of language. They know a single email can shape how a guest feels about the business, and they write accordingly. Great with software and technology, quick to learn new systems, comfortable sitting inside Booking Layer, Mailchimp, WordPress, Meta and Google as a matter of routine.
Someone with a genuine interest in health, wellness and transforming lives. They have done personal development work of their own and it shows in how they carry themselves. They are sharp and energetic, calm and considered. Ideally they bring some hospitality experience. They have managed staff, worked in tight teams, and know how to hold the fort when the owner is off site.
They are comfortable stepping into an established and well-run business, respecting existing systems and ways of working while thoughtfully enhancing the guest communication experience. This role is about building on strong foundations rather than reinventing what already works successfully.
We are seeking someone intelligent, capable and emotionally mature — a person who can earn trust quickly, operate with confidence and professionalism, and naturally grow into increased responsibility as the business continues to evolve.
If you value consistency, understand the nuances of retreat-style hospitality and lead with a calm, grounded and steady approach, this opportunity could be an excellent fit.
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