Head of Guest Experience

3 months ago

Currumbin, Australia Wildlife Currumbin Sanctuary Full time

**Lead Guest Experience: Oversee reservations, guest services, and all touch points to ensure an exceptional visitor experience.**:

- **Drive Innovation: Contribute to the launch of our new attraction, enhancing the overall experience and success.**:

- **Join a Gold Coast Icon: Be part of one of the region’s most beloved tourist destinations.**

**About National Trust Queensland & the Currumbin Wildlife Sanctuary**
National Trust of Australia (Queensland) [NTAQ]) is membership-based, environmental charity which offers people the opportunity to feel connected to significant places, collections, and stories. NTAQ manages a diverse portfolio including one of the Gold Coast’s most popular tourist destinations, Currumbin Wildlife Sanctuary. As one of Queensland’s earliest nature-based tourist destinations and QLD Major Tourism Attraction Winner, the Sanctuary is a physical embodiment of everything the NTAQ represents**:to conserve and advance our natural and cultural heritage for future generations.**

As we continue to see our organisation grow, with the return of our international visitors and our group and leisure markets, and as we work to deliver an exciting new attraction, we seek a strategic and passionate leader to elevate guest experience across all touchpoints in a new role of **Head of Guest Experience.**

**About the Role**
As our experienced, motivated and trusted Head of Guest Experience you will be responsible to:

- **Lead and Innovate**: Develop and implement strategies to enhance the guest experience from reservations to departure, ensuring a seamless and memorable visit.
- **Manage Touchpoints**: Oversee all guest interactions, including reservations, guest services, car park management, and cleaning operations, ensuring high standards across the board.
- **Enhance the Guest Journey**: Work closely with teams to streamline processes, address guest feedback, and continuously improve the visitor experience.
- **Support New Attractions**: Play a key role in the launch and integration of our new attraction, ensuring it meets and exceeds guest expectations.
- **Foster a Customer-Centric Culture**: Build and mentor a team dedicated to exceptional service and innovative solutions for guest satisfaction.
- **Drive Performance**: Set and monitor performance metrics, manage budgets, and work towards achieving organisational goals related to guest experience.
- **Operational Management**: In the absence of the General Manager, you will be responsible for overseeing all aspects of the park's operations, ensuring smooth and efficient management across all departments.

**About You**
To be successful in this role, you will have demonstrated experience in a senior leadership role, leading guest services and operational teams, and activities, in a tourism, hospitality, or cultural organisation and have proven experience leading a team of guest service professionals. Other key skills we are looking for include;
- Proven experience in guest experience management, with a focus on reservations, guest services, and operational touch-points.
- Ability to develop and implement strategies that enhance the overall guest experience and drive visitor satisfaction.
- Strong leadership capabilities with experience in managing and mentoring teams to deliver exceptional service.
- A commitment to innovation and championing key strategic organisation-wide priorities relating to accessibility and inclusion, environmental sustainability and reconciliation in partnership with First Nations communities.
- Excellent problem-solving skills with a proactive approach to addressing and resolving guest issues.
- Superior written and verbal communication skills for effective interaction with guests, team members, and stakeholders.
- A genuine passion for creating positive guest experiences and a deep understanding of customer needs and expectations.
- Bachelor of Business/Hospitality is desirable.
- Be prepared to work in an outdoor environment, in all weathers, in a role that requires substantial walking in a workplace that has native wildlife such as birds and reptiles.
- Advanced First Aid, RSA and RLMV are all desirable for this role.

**What we can offer**
Just as our charter is to protect, conserve, and celebrate the Environmental, Built and Cultural heritage of our State and we also are committed to ensuring our Team Members are protected, taken care of, and of course celebrated We offer current and future team members:

- Benchmarked Salary
- Free On-Site Parking
- Tertiary Education Partners for access to recognised Qualifications
- Flexible Working Arrangements and Study Leave
- NTAQ Team Member Card offering unlimited entry to Currumbin Wildlife Sanctuary and other SEQ sites and generous retail & food & beverage discounts.
- Currumbin Wildlife Sanctuary Family & Friends Passes

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