Guest Experience Manager - InterContinental Hayman Great Barrier Reef

About us

IHG Hotels & Resorts is one of the world’s leading hotel companies with around 350,000 colleagues working across more than 100 countries.

As part of the IHG team, our people help our guests create amazing memories and deliver our purpose of providing True Hospitality for Good.

The InterContinental Hayman Great Barrier Reef will immerse you in the wonders of the Whitsundays, working in a five-star luxury environment which offers amazing career growth opportunities, professional training & development and provides a one-of-a-kind experience living and working in a tropical island paradise.  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. 

About the Role

As Guest Experience Manager at Hayman Island Resort, your focus is on delivering exceptional, memorable stays for InterContinental’s VIP guests.

You oversee every touchpoint of the guest journey — from pre-arrival planning to post-departure follow-up — ensuring each experience feels seamless, personalised, and exceeds expectations.

This involves proactive communication, understanding individual preferences, and anticipating future needs, while working closely with Concierge and Reception teams to provide a consistently elevated level of service that supports the resort’s overall success.

In your day-to-day role, you create warm welcomes and tailored experiences, respond to guest feedback with care and urgency, and share local knowledge to enrich each stay.

You also help foster a high-performing, guest-focused culture by mentoring team members and upholding brand standards.

Beyond guest experience, you contribute to the resort’s financial and operational success by understanding revenue drivers, supporting payroll and staffing efficiency, promoting resort offerings, and maintaining compliance and discretion.

Reporting to the Director of Rooms, you collaborate across departments — including the GM and Commercial teams — to deliver strong performance, uphold company values, and meet expectations through clear KPIs and leadership excellence.

Salary $90,000.00

What we need from you


* 3 years related experience in Front Office Supervisory / Duty Manager in a 5 star hotel or resort 


* Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration desirable 


* Demonstrated guest interaction and specialist service experience essential


* Must speak fluent English


* Tech Savvy 


* Full and valid drivers licence 

What we offer


* World class Staff Facilities including excellent accommodation, a dedicated staff pool, staff beach, two gyms, bar, diner, laundry, boutique shop and more.


* An exciting and ever-changing Staff Event Calendar filled with an abundance of recreational activities such as tennis, yoga, meditation, Pilates, group bushwalks, cooking classes, BBQ’...