Head of VIP Guest Relations

Merivale is still on the lookout for top talent to join Sydney’s best hospitality venues. We have amazing opportunities across the business at multiple levels and in all venues from our pubs to hatted restaurants. This is an exciting time to be part of the Merivale family as we continue to grow, with new openings coming online in the next few months. We are actively recruiting for our venues and want to hear from you today! 


The Company

At Merivale, we aim to bring a little magic into the everyday. We are driven to deliver unique and memorable experiences to every person who steps into one of our venues. Guest experience is at the core of what we do and with a growing portfolio of 80+ venues across Sydney & surrounds we have an exciting opportunity for an exceptional, people focused individual to work across our high-end venues creating world class guest experiences!


The Role

With Merivale’s growing number of high end venues, home to many of our most esteemed guests, we are searching for a Head of Guest Relations with a vivacious and lively personality who thrives on leading a team to deliver a high level, premium guest experience. Reporting to the Head of Sales & Events, you will be responsible for the leadership and development of the guest relations team and the implementation of the Merivale guest relations strategy, in order to drive the best experience for our VIP clients as well as meet business objectives & growth.


As a Head of Guest Relations  you will be responsible for:


  • Partner with key stakeholders to develop and execute the guest relations strategy
  • Proactively maintain and develop plans to maximise and also grow the Merivale guest database
  • Analyse customer feedback and data insights and provide direction to continuously improve the guest experience
  • Develop systems and processes to ensure we are ahead of the game and anticipate our guests needs before they do
  • Ensuring that the guest relations team provide a flawless and professional, end to end guest experience for our VIP guests
  • Development and leadership of GRMs and Hosts to deliver exceptional guest experience and professional growth for the team
  • Ensure the guest relations team comply with all company standards and operating procedures
  • Troubleshoot VIP challenges, objections or issues with GR and venue teams – implementing strategies or processes to ensure continuous improvements in the guest experience as a result
  • Ownership and maintenance of industry relationships with hotel concierges and other HNWI delegates
  • Partnering closely with our GMs and Restaurant Managers to ensure a flawless handover in the guest experience of our guests
  • Develop and maintain the best priority booking process for our guests


You will be immaculately presented and truly engaging allowing your sparkling personality to shine through in every interaction. You can handle a fast paced & highly collaborative workplace and are adaptable to all that occurs around you. We’re looking for an individual that can truly lead the VIP guest experience, you will have an excellent eye for detail, be a strategic thinker and have a passion for people. No two days will be the same, so we are looking for someone with an infectious energy that has a flair for leadership and clear communication, with the ability to resolve issues in a calm, timely and accurate manner. If you have previously worked in a similar role in a management capacity in prestige car showrooms, luxury retail, casinos, fashion, airlines, travel agencies hospitality groups and the like, we want to hear from you!


The Reward

When you join Merivale, you are joining a company that values you. We offer competitive salaries, amazing discounts at 80+ venues with a tonne of training and development opportunities, supporting our talented pool of hospitality professionals. If the above sounds like you, get in touch with us today!


Merivale is looking forward to a strong and bright future, this includes being a registered ‘COVIDsafe’ organisation. Keeping the health & safety of our guests and employees is at the forefront of how we operate, and under the directive of the Government, we will continue to maintain a ‘COVIDSAFE’ environment for all.


(Please note only suitable applicants that have the right to work in Australia and hold a valid NSW RSA will be contacted)

Job Segment: Database, Retail Sales, Technology, Retail