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Guest Experience Review Consultant

3 months ago

Adelaide, South Australia Discovery Parks Group Full time

About Us

The G'day Group comprises three leading Australian tourism brands in Discovery Parks, G'day Parks, and loyalty program G'day Rewards. Employing more than 2,200 people Australia-wide, G'day Group has a truly national footprint of over 300 holiday parks, including 85 fully owned and operated parks and Resorts. The largest park network in the country, we're about authentic Australian holiday experiences and inviting all Aussies to say g'day to more of Australia.

We're on a journey of growth and evolution to reshape the industry, offering the best customer experience underpinned by the best technology. Each year, we showcase the true Australia to millions of guests and we are the co-custodians of some of the country's most treasured places; a privilege we don't take lightly. With eyes on domestic and regional tourism like never before, we are building a passionate, adaptable, high-performance team to create holiday memories that put a smile in every g'day.

The Role

Based in Adelaide and reporting to the Discovery Way Manager, the Guest Experience Review Consultant is a key member of the People & Culture team at Discovery Parks.Visiting parks on a bi-weekly schedule, the primary focus of this role will be to focus on physical and virtual assessment of Discovery Park's properties while ensuring compliance, service and standards are met and continuously enhanced through continuous improvement.

The role is pivotal in ensuring that organizational values are upheld, and the highest standards are maintained in park facilities, accommodation, staff presentation, guest experience, adherence to brand standards and Work Health And Safety. You will undertake various projects and initiatives that ensure Discovery Parks site teams are performing at their best and being given all the tools they need to create stand out experiences for their guests.

A key focus of your role will be to review and define current processes and standards, offer training, coaching and guidance and be a support through any change management initiatives.

Duties And Responsibilities

  1. Conduct regular quality and WHS assessments of Discovery properties, using the Discovery Way methodology
  2. Bi-weekly travel to various properties, (including remote locations), to conduct Quality and WHS assessments and provide support to site teams. Travel schedules will vary and will not always fall within traditional work hours
  3. Review and define current processes and standards, offering training, coaching, and guidance to site teams to drive high performance and compliance
  4. Undertake various projects and initiatives to enhance the performance of Discovery Parks site teams, ensuring they have the necessary tools to deliver exceptional guest experiences
  5. Be a key support in change management initiatives, ensuring smooth transitions and effective implementation of new processes and standards
  6. Demonstrate strong relationship qualities, including empathy, to effectively communicate and collaborate with diverse teams
  7. Make coaching a central focus of the role, providing guidance, feedback, and support to enhance the skills and performance of site teams
  8. Strong collaboration and communication with Operational teams

Your Experience

To be successful in this role you must possess a high level of energy, self-motivation, initiative, and flexibility to be able to meet our growing business demands at Discovery Parks.

  • Experience working within the Tourism and Hospitality Industry
  • Proven experience in delivering feedback
  • Demonstrated previous experience managing a team
  • Ability to deliver skills training and on the job coaching – train the trainer qualification is advantageous.
  • Ability to travel extensively within Australia
  • Knowledge of accommodation operations is advantageous
  • A demonstrated background in customer service
  • Ability to work autonomously and as part of a team
  • Effective time management
  • Flexibility to work both autonomously and in a team environment
  • Confident and proficient with Microsoft Suite including Word, Outlook and Excel including formatting and formulas etc.
  • A demonstrated ability to write succinct and informative reports

Benefits

  • Health and Wellbeing – Flexible and hybrid working arrangements / Employee Assistance Program / Discounted private health cover / BeWell Training Program / Weekly yoga and walking group / Free annual flu vaccinations
  • Leave Policies – Parental leave / Volunteer leave / Study leave
  • Professional Development – Leadership programs / Support of external training courses / Reimbursement of professional memberships
  • Employee Savings – Discounted accommodation and experience rates / Salary packaging / Discovery partner discounts/ Free G'day Rewards membership / Loyalty recognition benefits

Our ESG statement

The G'day Group acknowledges the increasing global expectation to demonstrate our approach to Environmental, Social and Governance (ESG) risk factors and sustainability in our daily operations and ongoing decision making. Our five-year ESG strategy is evolving to ensure we are committed to growing with care through supporting our people, giving back to the communities we operate in, and protecting our environment.

Prior to an offer of employment being made, candidates must provide authority for a Federal Police Clearance to disclose any criminal offences or charges. Drivers Licence essential.


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