In the heart of Mullumbimby, Banya Bathhouse and Kiva Spa offer two distinct approaches to wellness.
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Banya Bathhouse is a social bathhouse combining hot and cold therapy, massage, dining and design-led spaces, while Kiva Spa is the original Northern Rivers spa - a much loved local institution with deep roots in the wellness community. Now undergoing an exciting transformation, Kiva is set to reopen in early 2027.
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We're looking for a passionate and commercially minded Guest Experience Manager to take ownership of the guest experience across both venues.
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Initially based at Banya, you'll be responsible for our Reception and contractor Therapist teams, while owning the entire guest journey - everything our guests see, hear, smell and experience.
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As Kiva prepares to reopen, you'll also have the opportunity to help shape its next chapter and bring the renewed experience to life.
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You'll be responsible for:
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- Leading and supporting our Reception and Therapist teams
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- Making sure our guests receive an exceptional experience and the venue always looks and feels its best
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- Using guest feedback to continually improve the experience
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- Identifying opportunities to grow the business, encourage repeat visitation and introduce new experiences and offerings
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- Keeping our booking systems and processes running smoothly, with Zenoti experience highly regarded
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About You
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You'll have a strong background in management, ideally within spa, wellness, hospitality or a premium guest focused workplace, along with an exceptional eye for detail, commercial awareness and a genuine passion for the wellness industry.
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If you notice the little things, love developing people and are always looking for ways to improve the guest experience and grow the business, we'd love to hear from you!