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Guest Experience Executive 


At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™ and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 


Life in the Blue Mountains
A scenic 2.5-hour drive from Sydney, Emirates One&Only Wolgan Valley is an ultra-luxury conservation resort located in the Greater Blue Mountains World Heritage-listed region. The resort offers award-winning culinary experiences, a range of nature activities including hiking, four-wheel driving, cycling and horse riding and the One&Only Spa, for pampering spa and wellness experiences.
Emirates One&Only Wolgan Valley is highly acclaimed in the industry, it continues to be awarded for its excellence in tourism, accommodation, spa, cuisine, and sustainability.


The purpose of this role is to be the first point of contact for all VIP’s/High Profile guests and Industry Partners / Media Famil visits to the resort ensuring that their visit is seamlessly planned and executed.  The role will work closely and communicate regularly with all departments including Sales & Marketing, Guest Services, F&B and Field Guides to ensure guest expectations are met and exceeded and any service issues are rectified as soon as possible. 

Key Duties and Responsibilities 


  • Take responsibility for all VIP /High profile guests and industry partners/ Media famil visits to the resort to ensure the seamless flow of information, special requirements and requests to the relevant departments  

  • Work with the Sales and Marketing team to ensure all VIP /High profile guests and Industry /Media famil visits are planned effectively and those plans are executed flawlessly on property 

  • Meet and greet all VIP guests/ industry partners and Media famil visits to the resort providing a professional and welcoming experience to the guests 

  • Ensure that all guest itineraries are established and individual requirements are communicated to all relevant departments 

  • Assist with pre-arrival guest calls to establish requirements for each guest visit to ensure that guest stay is seamless from point of arrival 

  • To arrange and coordinate the Spa treatments, activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit.  

  • Take ownership and follow up on any VIP guest service issues to ensure they are resolved flawlessly and effectively 

  • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring that the property maintains its mark as one of the leading properties  


Skills, Experience & Educational Requirements  

Qualifications & Experience:  

  • Accreditation from a recognised Hospitality institute along with substantial experience in the Hospitality Industry of which a minimum of 1 year should have been in a guest services or front-of-house operation.  


Knowledge & skills: 

  • Procedures and systems used in hotel management, with a preference for front-line guest services and direct operations. A thorough knowledge of Front Office, Reservations and Housekeeping operations. Preference and knowledge of hotel industry sales and marketing would be an advantage. Computer skills including proficiency in Microsoft Office and PMS (property management systems) essential.  


Additional Requirements 

  • Exceptional grooming and presentation 

  • Strong organizational skills and delivery  

  • The ability to communicate and present on behalf of the resort in line with company brand and reputation 

  • Fluency in English is essential, any additional languages is preferable, but not essential. 




This is a Sydney-based role in the CBD office with the opportunity to work hybrid.


One&Only is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. With internal programmes focused on growing our talent, we offer excellent internal growth opportunities globally.