Guest Experience Manager

1 month ago

Currumbin, Australia Wildlife Currumbin Sanctuary Full time

**About National Trust Queensland & Currumbin Wildlife Sanctuary**
Voted one of the Gold Coast’s most popular tourist destinations, Currumbin Wildlife Sanctuary is the crown jewel of the National Trust of Australia (Queensland) [NTAQ] properties. As one of Queensland’s earliest nature-based tourist destinations, the Sanctuary is a physical embodiment of everything the NTAQ represents**:conserve and advance our natural and cultural heritage for future generations.**

Due to an internal promotion, we currently have an opportunity for an experienced and engaging **Guest Experience Manager **to lead the Guest Services team and assist in delivering a high quality, safe and memorable guest experiences at Currumbin Wildlife Sanctuary. The role will oversee the Guest Services department ensuring the highest possible standards are delivered through guest services, ticketing, car parking and park facilities and cleaning.

**About the Role**
Reporting to the Head of Guest Experience, the Guest Experience Manager will play a pivotal role in overseeing daily operations and ensuring that our guests have exceptional experiences. As a champion of service, you will be responsible for maintaining high standards of service, park presentation, and accessibility. Key aspects of the role include efficiently managing guest complaints, conducting regular park checks, and handling duty management responsibilities to support seamless park operations, safety and troubleshooting operational issues.

As an experience people manager, this is a key leadership position where you will also drive important initiatives, such as enhancing our ticketing systems, recruiting and training staff, roster management, supporting team well being, and fostering a positive and engaged work environment. Your proactive approach will ensure that team members are motivated, well-trained, and aligned with our mission to deliver unforgettable guest experiences.

As our adaptable Guest Experience Manager, you will support the Head of Guest Experience by implementing innovative solutions that enhance both guest and team member experiences and support good management of resources to meet our financial goals. In this highly operational role, you’ll collaborate seamlessly across departments to deliver exceptional service. With no two days ever the same, you’ll excel in a fast-paced, dynamic environment that demands adaptability, creativity, and a hands-on approach to ensure our diverse operations run smoothly.

**About You**
You will have experience working within a guest services management role overseeing multiple departments and within tourism, hospitality or attraction/zoos would be an added advantage. Other key skills and attributes we are looking for include:

- Proven experience in a guest service-focused role, with a strong background in managing and motivating teams.
- Exceptional organisational and time management skills, with the ability to prioritise tasks and meet deadlines.
- Positive and proactive approach, coupled with outstanding communication skills (both written and verbal), effective leadership, and a collaborative style.
- Proficient in using Microsoft Office Suite and familiar with POS and reservation software systems.
- Adept at problem-solving and handling challenging situations with professionalism and poise.
- Demonstrated ability to deliver high-quality service while maintaining a welcoming and inclusive environment for guests.
- Manual Driver’s licence and/or First Aid qualifications will be highly regarded but not essential.
- Must be comfortable working in an environment that includes mammals, birds and reptiles & be willing to work outdoors in all weather conditions.

**What we can offer**
Just as our charter is to protect, conserve, and celebrate the Environmental, Built and Cultural heritage of our State '“ 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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