- Sales & Marketing role to drive occupancy & revenue
- Oversee guest experience & lead weekend operations
- Reports directly to owner with pathway to increased seniority
Overview
An established wellness retreat within reach of Sydney is looking for a senior person to take ownership of the commercial side of the business and the guest communications across every touch point.
The operations side is led by an experienced Operations Manager. The retreat programmes are led by a dedicated Programs Manager. This role sits alongside them and focuses on occupancy, sales, marketing and how the business communicates with its guests from first enquiry through to post stay follow up.
Senior leadership position reporting directly to the Owner/Director, offering flexible scheduling with either a 4- or 5-day work week (Tuesday–Saturday or Wednesday–Saturday). Clear pathway for progression into a more senior role over time.
Commercial & Occupancy
Oversee occupancy and sales rates and implement agreed tactics to increase where needed. Respond to partnership, influencer and group booking enquiries in a way that drives new sales. Manage the paid ads agency, SEM, SEO, AI search and EDMs. Own the customer database.
Contribute promotions and offers to the Retreat Programs & Content Manager for inclusion on social and in newsletters. Manage the marketing and booking software, including Booking Layer, Mailchimp, WordPress, Meta and Google.
Guest Experience & Communications
Manage the end-to-end guest journey—from first enquiry through to post-departure—ensuring a seamless and high-quality experience at every touchpoint. This includes refining the website, handling calls and emails, optimising automated booking communications, coordinating arrival processes, enhancing the on-site experience, guiding staff interactions, and overseeing post-retreat follow-up.
Collaborate closely with the Retreat Programs Manager, Operations Manager, and broader team to uphold exceptional standards. Address guest feedback and complaints constructively, implementing improvements where necessary, and provide training to staff on effective guest engagement.
Duty Manager
Act as Duty Manager 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 holds the commercial and guest side of the business in their head as a single picture, not two separate tasks. They understand that occupancy, marketing, database and guest experience are the same conversation at different points, and they move between them without losing the thread.
A dynamic problem solver who works on their own initiative. They read the numbers and act on them, they respond to partnership and group enquiries quickly and well, and they know the difference between marketing that converts and marketing that just looks busy. They manage an agency properly, hold them to account, and know enough about SEM, SEO and AI search to have a view rather than just receive one.
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 something someone else built. This is an established business with established ways of working. The role is about adding a commercial and guest communications layer on top of what already runs well, not reinventing any of it.
An intelligent, dependable individual who can earn trust, stand their ground, and take on increasing responsibility as the business expands.
If you value consistency, have a feel for retreat-style hospitality, and lead with a steady, composed approach, this could be a strong match.
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