Job Category: Hotel-Front Office

Job Description:

The Opportunity

At InterContinental Hayman Great Barrier Reef, every day begins with ocean views and the spirit of true hospitality. Live, work, and thrive on one of the iconic 74 Whitsunday Islands, where a rewarding career meets an extraordinary island lifestyle-delivering and inspiring incredible experiences for our guests and colleagues alike.

Where luxury is personal.

Exceptional service begins with knowing our guests and what they value, what they need and, most importantly, what they haven't asked for yet. As Assistant Guest Services Manager - VIP & Premium, you'll lead the experience for our VIP, premium and loyalty guests, while playing a key role in driving guest satisfaction, Guest Love and the resort's overall reputation.

From orchestrating flawless VIP and Private Residence arrivals to resolving complex guest concerns and turning service challenges into memorable recovery moments, you'll have the opportunity to make a genuine impact on the guest experience. You'll work across the resort to identify opportunities, address recurring pain points and inspire teams to deliver effortless, personalised service.

If you have a passion for luxury hospitality, an instinct for anticipating needs and a talent for problem solving and making people feel genuinely valued, this is your opportunity to help set the standard for the Hayman Island guest experience.

Your day-to-day responsibilities will include, but are not limited to:

Lead the VIP, premium and loyalty guest experience, taking ownership of the guest journey from pre-arrival planning through to departure and post-stay follow-up.

Oversee VIP and Private Residence arrivals, ensuring preferences, amenities, special occasions and individual requirements are coordinated across all relevant resort departments.

Take ownership of Medallia guest feedback and social media reviews, ensuring feedback is monitored, responded to appropriately and translated into operational actions and improvements.

Drive Guest Love, guest satisfaction and related KPIs, identifying trends and working with operational leaders to ensure agreed performance targets are achieved.

Lead problem handling and service recovery, personally managing complex or escalated guest concerns and ensuring issues are resolved effectively, appropriately and with genuine ownership.

Analyse recurring guest feedback and service failures,



identify root causes and partner with department leaders to implement sustainable improvements rather than simply resolving individual cases.

Anticipate guest needs and work across the resort to turn every interaction into an opportunity to exceed expectations and create memorable experiences.

Lead, coach and develop the Concierge and Instant Service teams, creating a proactive, accountable and high-performance culture where exceptional service comes naturally.

Maintain a highly visible presence throughout the resort, engaging with guests, supporting peak arrival and departure periods and proactively identifying opportunities for service recovery.

Identify opportunities to showcase and upsell premium experiences, dining and activities while managing departmental costs, rosters and financial performance.

Uphold the highest standards of privacy, confidentiality, safety and brand compliance while sharing your knowledge of Hayman Island and the Whitsundays to create genuinely personalised recommendations and memorable stays.

Maintain a zero-inbox approach to guest correspondence, proactively managing guest emails and ensuring enquiries, requests, complaints and follow-ups are acknowledged promptly, actioned within agreed timeframes and followed through to resolution. Anticipate opportunities to contact guests before issues escalate and ensure no guest communication is left without clear ownership or closure.

Salary rate $87,000.00 + super

See Yourself in Our Team

To be successful in this role, you'll have:

Exceptional communication and interpersonal skills, with the ability to build genuine connections with guests and colleagues.

Proven experience in guest relations, guest experience, front office or a similar leadership role within a luxury hotel or resort environment.

Strong leadership and team management capabilities, with experience coaching and developing high-performing guest-facing teams.

Demonstrated ability to manage complex guest concerns, complaints and service recovery with confidence, empathy and sound judgement.

A strong understanding of guest satisfaction metrics, online reputation and guest feedback platforms,



with the ability to turn insights into operational improvements.

Strong problem-solving and decision-making skills, with the ability to identify root causes and coordinate solutions across multiple departments.

Fluency in English; additional language skills are advantageous.

Proficiency in hotel management software and guest experience systems.

Flexibility to work varied shifts, including evenings, weekends and public holidays.

A degree or diploma in Hospitality Management or a related field is preferred.

Live the Island Life

Join a vibrant and diverse team, making lifelong friendships, and become part of an unforgettable island community.

We make island living convenient and affordable with subsidised staff accommodation and meals. We also offer dedicated staff facilities - pool, beach, gym, bar, diner, laundry, and more.

Enjoy swimming, snorkeling, hiking, kayaking, and exploring the Whitsundays after your shift or on your days off.

Your commute ends in paradise, with beautiful beaches and breathtaking ocean views just moments away.

Grow your career with opportunities for career growth, training, and professional development.

Enjoy exclusive employee, friends, and family discount rates across our InterContinental Hotels & Resorts properties worldwide.

At IHG Hotels & Resorts, we believe great hospitality starts with outstanding people. We are committed to creating an inclusive workplace where everyone feels welcome, respected and valued. We encourage applications from people of all backgrounds, religions, genders, gender identities and sexual orientations. We pride ourselves on a diverse and family friendly environment, and welcome applicants with primary school aged children as our island offers a State Primary School.

If you require any adjustments during the recruitment process, please let us know, we're here to support you.

Ready to Work in Paradise

Please visit our Careers Page for all details regarding living and working on Hayman Island at: https://haymanisland.intercontinental.com/careers/ or click the 'Apply Now' button.

We also invite you to learn more by following our social channels:

Facebook via @ICHIRcareers and Instagram via @ihg_australia_careers

Applications close on 11 October 2026 . We will be reviewing and contacting candidates throughout the advertising period. This application will close earlier if a suitable candidate is found and the position is filled.

📌 Assistant Guest Services Manager - VIP & Premium - InterContinental Hayman Great Barrier Reef (Australia)
🏢 IHG Hotels & Resorts
📍 Australia