Duty Supervisor

**DUTY SUPERVISOR**

Retail Level 5, 108 Market Street
Sydney NSW 2000

Are you looking to take Guest Experience to new heights?
How would you like to spend your day in one of Sydney’s most iconic landmarks with views that stretch out across the city itself? If this sounds good to you, then we have the ideal role for you

We currently have an amazing opportunity to join the leadership team at the Sydney Tower Eye as a **Duty Supervisor**. This position is ideal for someone with customer service experience looking for their first leadership role, or an established leader looking to work in an exciting global company with amazing staff benefits

The Sydney Tower Eye is an iconic part of the Sydney skyline and gives a totally unique working experience. The Tower is made a great experience by our team who endeavour to make every part of the guest experience friendly and informative.

**About the role**
Your role will be focused on supporting the operation of the site across departments including Front of House and SKYWALK. Your role will largely be based on the floor and will work closely with other team members.

Other key responsibilities include:

- Ensuring non-financial KPI targets are met
- Responding troubleshooting queries across the site and escalating to the appropriate manager when necessary
- Providing guest recovery and resolving guest conflict
- Supporting the frontline team across the site, including Front of House and SKYWALK
- Sending End of Night Reports and responsible for accurate daily reporting
- Conduct safety opening and closing checks
- Managing a team of people and their performance
- Training of new recruiters and continuous instruction of staff members
- Ensuring the presentation/image of the attraction is up to the company’s standards

**About you**
The Sydney Tower Eye is a company that recognises the passion of its teams as the key ingredient for success.

To be successful in this role you will have a passion for guest experience with a focus on fun. You will be proactive in your approach to guest service with a positive attitude towards interaction with our guests along all points of their journey.

**You will also need**:

- Ability to manage a team and to resolve conflict
- To be adaptable and flexible
- Remain calm under pressure
- To clearly and effectively communicate and minimise all risk of misunderstandings where possible
- To embody the vision of the Guest Experience Manager
- Adhere to our core values through language, behaviour and actions
- To be a positive role model and demonstrate exceptional leadership qualities and capabilities.
- Ability to follow all health, safety and security practices
- Experience in a similar role and exposure to supervising the operations of an attraction ride is a plus, but the ability to grasp key leadership qualities and the ability to manage people is essential.

**Benefits**

Corporate benefits including free access to all our attractions worldwide
Domestic and global opportunities to develop and progress your skills and career in tourism and attractions
Additional Leave (including birthday and wellbeing) and 3 volunteer days to give back to a social cause you care about
Autonomy to introduce disruptive thinking in your profession
Opportunity to be involved with our Diversity & Inclusion initiatives, including our Reconciliation Action Plan
Being part of a business built on fun

**About Us**

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND, and Peppa Pig World of Play. We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.
We’re the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, Wild Life, Madame Tussauds, and the Fly Treetop Adventures, amongst others.

Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 3 charities: Merlins Magic Wand, the SEA LIFE Trust, and the WILD LIFE Conservation Fund.

So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do - then we want to hear from you

**Everyone Matters at Merlin**
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be th