Guest Experience Manager

Margaret River | Full Time | Monday to Friday

At Swell Stays, we manage a collection of beautifully curated homes across Margaret River and focus on creating thoughtful, seamless guest experiences from start to finish.

We’re looking for a highly organised, emotionally intelligent, and proactive Guest Experience Manager to take ownership of the guest journey and oversee the day-to-day running of our concierge experience.

This role is ideal for someone who genuinely enjoys hospitality but also understands the reality that great guest experience often comes from handling challenges well, not just when everything goes perfectly.

About the Role

You’ll manage guest communication across Airbnb, VRBO, direct bookings, phone, email, and SMS, while coordinating concierge services, resolving issues, and ensuring guests feel supported throughout their stay.

From arranging babysitting and wine tours to handling urgent issues or difficult conversations, no two days will look the same.

You’ll work closely with guests, homeowners, suppliers, and remote team members, all with different expectations, communication styles, and priorities.

This is a fast-moving role that requires someone who can multitask confidently, prioritise effectively, stay calm under pressure, switch between tasks quickly, follow things through, and maintain professionalism even during challenging situations.

Some days you won’t finish everything you planned to, and that’s okay. We’re looking for someone who can reset, reprioritise, and return the next day with a clear head and positive attitude.

What You’ll Be Responsible For

• Managing the full guest journey from enquiry to post-stay follow-up

• Handling guest communication across multiple platforms

• Running our concierge service, including:

  • babysitting and childcare services

  • private drivers and transport

  • welcome hampers and special occasion setups

  • private chefs and catering

  • wine tours and curated local experiences

• Managing guest issues calmly, efficiently, and professionally

• Driving 5-star reviews and guest satisfaction

• Working closely with Operations to ensure homes are guest-ready

• Coordinating with local suppliers and service providers

• Continuously improving systems, communication, and guest experience standards

About You

You’re warm, organised, emotionally resilient, and solutions-focused.

At Swell Stays, we care more about attitude, accountability, and how you work with others than we do about experience.

You are someone who:

• communicates confidently and professionally

• genuinely enjoys helping people

• takes initiative and ownership

• works well within a team and supports others

• stays calm during difficult guest interactions

• doesn’t take frustration or complaints personally

• is adaptable and comfortable with shifting priorities

• can manage pressure without becoming overwhelmed

• follows through and holds a high standard of accountability

• is open to feedback and always looking to improve

• has strong attention to detail and presentation

• is tech-savvy and comfortable learning systems quickly

Most importantly, you care about delivering great experiences while contributing positively to the wider team.

Why Join Swell Stays?

• Be part of a growing premium accommodation brand

• Own a role with real responsibility and impact

• Work closely with leadership in a supportive, values-driven environment

• Build strong relationships with local suppliers and partners

• Help shape and elevate the guest experience across the business

To Apply

Please send your resume and a short cover letter explaining:

• why this role interests you

• what great guest experience means to you

• and why you’d be a strong fit for the Swell Stays team

Please note: applications without a cover letter will not be considered.