The EQ Hotel — Perth, WA
The EQ Hotel is seeking an experienced and inspiring Guest Services Director to join our Executive Leadership team ahead of the opening of Perth's newest luxury hotel.
This is a rare opportunity to shape the guest experience, service culture, operational standards, and Rooms Division strategy of a landmark luxury hospitality destination from pre-opening through to operations.
Reporting to the Hotel Manager, the Guest Services Director will lead Front Office, Guest Services, Concierge, Guest Relations, Housekeeping, and loyalty-focused operations, ensuring exceptional guest experiences while driving operational excellence, team engagement, and commercial performance.
As a key member of the leadership team, this role will play a critical part in establishing the hotel's reputation for personalised service, operational excellence, and luxury hospitality.
As part of the pre-opening leadership team, you will be responsible for developing service standards, operational procedures, training programs, guest journey initiatives, loyalty strategies, and Rooms Division operating frameworks ahead of opening.
Following opening, you will oversee all Rooms Division operations, ensuring seamless collaboration between departments, exceptional guest satisfaction, strong financial performance, and consistent delivery of luxury service standards.
This is a highly visible leadership role requiring a strong operational presence, commercial acumen, and passion for guest engagement.
Lead all Front Office, Guest Services, Concierge, Guest Relations, Housekeeping, and Laundry operations
Develop and implement luxury guest service standards, operating procedures, and service culture initiatives
Establish guest recognition, VIP arrival, loyalty, and personalised service programs
Drive guest satisfaction, service recovery, and online reputation performance
Oversee room readiness, guest arrival experiences, and interdepartmental coordination
Partner closely with Engineering to maximise room availability, maintenance response, and guest comfort
Monitor guest feedback, quality metrics, and operational performance to identify improvement opportunities
Lead recruitment, onboarding, training, coaching, and development of Rooms Division teams
Manage departmental budgets, labour productivity, forecasting, and financial performance
Develop and implement strategies to improve guest satisfaction, team engagement, and operational efficiency
Support pre-opening activities including recruitment, systems implementation, operational readiness, and opening preparations
Participate in leadership meetings and contribute to hotel-wide strategic initiatives
Recent experience as a Director of Rooms, Executive Assistant Manager – Rooms, Rooms Division Manager, Guest Services Manager or similar senior Rooms leadership role within a luxury or upscale hotel environment is essential
Demonstrated experience leading Front Office, Housekeeping, and Rooms Division operations
Strong understanding of luxury hospitality standards, guest experience, loyalty programs, and service culture
Proven leadership experience managing large operational teams across multiple departments
Strong commercial acumen with experience managing budgets, labour costs, and departmental performance
Pre-opening hotel experience highly regarded
Experience with Opera PMS or equivalent hotel systems preferred
Excellent communication, leadership, coaching, and stakeholder management skills
Ability to balance operational demands with strategic planning and guest satisfaction objectives
Valid Australian work rights
Be part of a luxury hotel pre-opening from day one
Join the Executive Leadership team of a landmark hospitality development
Opportunity to shape the guest experience, service culture, and operational standards from the ground up
Lead diverse teams across the Rooms Division
Competitive executive remuneration package and long-term career opportunity
If you are a passionate hospitality leader who thrives on creating exceptional guest experiences, developing high-performing teams, and delivering operational excellence, we would love to hear from you.
