Guest Experience Supervisor

**Company Description**
With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion - from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences. Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen—it's not just our job, it's in our nature.

Pumphouse Point is an adults-only retreat nestled on Lake St Clair, just 2.5 hours from Hobart. This hidden gem features 21 rooms in two converted heritage buildings, offering an intimate escape in World Heritage wilderness. Only 10 minutes away, the Derwent Bridge Wilderness Hotel boasts soaring ceilings, exposed beams, and a grand double-sided fireplace at the heart of its bar and restaurant—perfect for relaxing by the fire, enjoying a meal, and sipping a drink in a classic alpine pub.
- Are you looking for the next challenge in your career? Shape **unforgettable guest journeys** in Tasmania’s wilderness.
- Breathe the fresh air and find your balance living and working in a small remote community.
- ** Free of charge staff accommodation available**.

As the full-time Guest Experience Supervisor, you’ll play a key leadership role and have the unique opportunity to design and deliver immersive, memorable experiences for guests at one of Tasmania’s most iconic destinations. You will blend hands-on hosting with strategic oversight of guest activities, ensuring every interaction is immersive, thoughtful, and continuously look for ways to enhance the guest journey. On a daily basis you’ll:

- Personally welcome guests and build rapport to understand their interests and preferences.
- Host and deliver signature experiences, including history tours, whisky and chocolate tastings, Pinot Noir events, guided kayak tours, and seasonal outdoor activities.
- Identify and deliver personalised “surprise and delight” moments for guests, especially for special occasions.
- Respond to guest inquiries and requests in a timely, friendly, and efficient manner.
- Communicate guest needs and special occasions with the team to ensure a seamless experience.

**What you’ll do**:

- Collaborate with the General Manager to design, implement, and evaluate a dynamic calendar of guest experiences and events.
- Ensure all guest experiences are delivered with professionalism, safety, and attention to detail.
- Maintain and lead the property's mission-aligned guest engagement program.
- Supervise, train, and mentor the guest experience team, including casual hosts.
- Create and manage rosters to ensure adequate coverage for all guest experiences.
- Foster a collaborative, guest-focused team culture aligned with NRMA values.
- Coordinate logistics and equipment for all guest experiences, including regular audits and maintenance.
- Ensure the cleanliness, upkeep, and readiness of all activity spaces and equipment.
- Assist with administrative planning for corporate and in-house events.
- Support the marketing team with content creation and social media campaigns related to guest experiences.
- Build and maintain positive relationships with local vendors, artisans, and experience providers.
- Establish commercial partnerships that enhance the guest experience and reflect the local region.
- Ensure all guest activities are conducted with strict adherence to NRMA safety protocols and risk assessments.
- Participate in weekly management meetings and collaborate on continuous improvement initiatives.

**What you’ll bring**:

- Be a warm, engaging, and confident communicator with a passion for storytelling and hospitality.
- Strong leadership and mentoring skills with a hands-on approach.
- Experience in hosting or guiding (e.g., tours, tastings, outdoor activities).
- Excellent organisational and time management skills.
- Creative thinker with the ability to adapt and innovate.
- Willingness to work flexible hours, including evenings, public holidays, and weekends.
- Demonstrated expertise in wine varietals, spirits, and high-quality food presentation.
- Familiarity with event planning, guest service systems, and social media content creation.
- RSA (Responsible Service of Alcohol) certification (required).
- DoFoodSafely Certificate (required).
- First Aid and CPR certification (required).
- Outdoor guiding or kayaking experience or certification (required).

**What’s in it for you?**

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you
- Progressive flexibility and well-being benefits to balance all of life's priorities
- Complimentary myNRMA Rewards membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
- Employee referral program where you may be eligible for a referral bonus of up to $2,000
- Potential to grow, p