Guest Experience Manager

**About National Trust of Australia (Queensland)**

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 of heritage which includes one of the Gold Coast’s most popular tourist destinations, Currumbin Wildlife Sanctuary.

As our organisation works to deliver new vibrant and engaging guest experiences, we are seeking an experienced and engaging Guest Experience Manager to join our latest attraction, Astra Lumina. Astra Lumina is an enchanting night walk experience that seamlessly blends art, nature, and technology to inspire and captivate guests. Our Guest Experience Manager '“ Astra Lumina will be the driving force behind ensuring that every guest leaves with a memorable and positive experience.

**About the Role**

As our energetic Guest Experience Manager '“ Astra Lumina, you will foster genuine connections by building and maintaining authentic relationships with team members, guests, community and travel partners, serving as a brand ambassador for our unique, immersive experience.

As a guest-focused leader, you will maintain a guest-first approach, ensuring all guests have a safe, enjoyable, and memorable experience and take a proactive approach to addressing and resolving any guest issues promptly and effectively.

In this role you are responsible for all guest touchpoints during Astra Lumina operational hours, ensuring a seamless, positive experience is provided to guests of all ages who visit the attraction. You will also work closely with our external partner to ensure compliance with the attraction operational and brand guidelines to ensure optimal guest experiences.

As an innovative leader, you will continuously explore and implement strategies to enhance the guest experience and integrate emerging technologies and contribute to the overall success of this exciting attraction for the Gold Coast

**About You**

To be successful in this role, you will have prior experience managing guest experiences and operations, preferably within the tourism, events, or hospitality industry. Othe key skills include:

- Proven leadership experience with a track record of managing large teams in a fast-paced environment.
- Experience in delivering exceptional customer service and managing guest experiences.
- Understanding of sustainability practices and experience implementing environmentally friendly operations.
- Financial acumen and previous experience for budget oversight and P&L management,
- Able to work evenings, weekends, and holidays as required by the attraction’s operating hours.
- Highly developed organisational and time management skills with the ability to manage multiple tasks and meet deadlines
- Demonstrated commitment to excellence and continuous improvement with the ability to model professional standards of conduct, personal presentation, behaviour, and integrity
- Be prepared to work in an outdoor environment, with walking and lifting necessary, and in a workplace that has native wildlife such as birds and reptiles

**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
- Access to 470+ fitness facilities through Fitness Passport for you and your family

Please note, this is a full time role, rostered Tuesday '“ Saturday and will require availability across public and school holidays. If you’re ready to lead our Astra Lumina Guest Experience with purpose and drive change in a truly iconic organisation, we’d love to hear from you.