Guest Experience Expert

Job Description

The Guest Experience Expert delivers welcoming, attentive service throughout the guest journey, including check-in and check-out, room and hotel information, requests, payments, and issue resolution. Candidates should have strong communication, personal presentation, customer-service, and problem-solving skills, with confidence using hotel systems and handling transactions. Previous experience in hotel reception, guest services, or a similar hospitality role is helpful. The position requires flexibility to work rotating shifts, including mornings, evenings, weekends, and public holidays. Marriott expects colleagues to anticipate guest needs, represent Westin professionally, protect guest privacy, work effectively with other departments, and create a calm, personalised experience aligned with the brand’s wellbeing-focused standards.

Company Info

The Westin Melbourne is a luxury hotel in central Melbourne operated under Westin Hotels & Resorts, part of Marriott International. Westin is recognised for its focus on wellbeing, offering guests restorative experiences through its sleep, nutrition, movement, and mindfulness programmes. The Melbourne hotel provides accommodation, dining, meeting facilities, fitness amenities, and personalised service for leisure and business travellers. Marriott International is one of the world’s largest hospitality companies, with a broad portfolio of hotels and resorts across many countries and brands. Employees may benefit from structured training, international career opportunities, Marriott hotel discounts, and a workplace culture centred on service excellence and inclusion. At The Westin Melbourne, guest-facing team members are expected to combine polished luxury-hotel standards with warm, genuine Australian hospitality.

Destination Guide

Australia offers hospitality opportunities in hotels, resorts, restaurants, tourism, events, and guest services, particularly in Melbourne, Sydney, Brisbane, Perth, and regional resort destinations. The culture is generally informal, multicultural, outdoors-oriented, and focused on workplace fairness and personal independence. Melbourne provides excellent dining, arts, sport, public transport, and diverse neighbourhoods, although rent and living costs can be high. Popular lifestyle activities include beaches, national parks, road trips, and weekend markets. International applicants may consider a Working Holiday visa, employer-sponsored visa, or student visa with permitted work rights; eligibility depends on nationality, age, qualifications, and employment conditions. Before relocating, arrange appropriate health insurance, tax registration, accommodation, and a local bank account. Hospitality work may involve evenings, weekends, and busy seasonal periods. Australia is geographically vast, so research commuting distances, climate, and housing costs in Melbourne before accepting a position.