Visitor Experience Supervisor

1 week ago

Melbourne Eastern Suburbs, Australia HAYS Full time

Visitor Experience Supervisor for an Iconic Tourist Attraction $80 - $85k + Super perm role - Belgrave

**Your new company**

This iconic heritage railway, located in the southern foothills of the Dandenong Ranges in Melbourne, Australia, is a narrow gauge line that opened in the early 20th century. It’s one of the most popular steam heritage railways worldwide, attracting tourists both locally and internationally. The main station, located in Belgrave, serves as the operations and administration centre. The line extends through a station at Lakeside, which houses a visitor information centre, and ends at a south-eastern terminus in Gembrook.

A cherished memory for many locals involves a leisurely journey through forests, rolling hills, and open farmland, with legs dangling over the side of the carriage. This tradition, temporarily suspended, has now been reinstated. The railway operates daily, except Christmas Day, providing a scenic journey through Melbourne’s Dandenong Ranges.

**Your new role**

The Passenger Services Supervisor is responsible for leading the delivery of a high-level customer experience for visitors of Puffing Billy Railway with a particular focus on volunteer support and supervision.

Key Duties & Responsibilities:

- Provide daily support and supervision and direct the team, employees and volunteers to ensure tasks are performed, and the team are engaged and proactive while on shift
- Help, drive, motivate, and encourage the passenger operations team to achieve high levels of customer service.
- Participate in the recruitment, training, mentoring, performance management and skill development of volunteers and direct reports
- Manage staff and volunteer rosters - ensuring all shifts are filled efficiently and effectively as per awards and agreements.
- Handle customer complaints, issues and questions
- Develop and coordinate volunteer schedules and rosters to ensure adequate personnel is in place to meet visitor needs
- Maintain personnel records on all volunteers using the Volunteer Management System
- Actively communicate, mentor and train volunteers, monitoring competency and maintaining training records

**What you'll need to succeed**
- Experience supervising, training, rostering and mentoring staff and volunteers -preferred
- Experience working in tourism, not for profit and volunteering sectors - preferred
- Qualifications/training in Customer Service, Business Management, Volunteer/ Human Resource Management preferred
- Certificate IV in Training and Assessment preferred but not essential

**What you'll get in return**
- Unique Work Environment: This is a historic steam railway that operates through picturesque Dandenong Ranges in Victoria, Australia. Being part of this iconic heritage railway allows you to immerse yourself in a unique and charming work environment.
- Community Connection: An opportunity to contribute directly to the local community. As a railway that attracts tourists and visitors, you’ll play a role in preserving history, promoting tourism, and creating memorable experiences for passengers.
- Job Security: A permanent role offers stability and job security.
- Unique Learning Opportunities as you will get to learn about all the different operational areas.
- Team Spirit: There is a strong sense of family and unity. While it has evolved over the years, the camaraderie amongst staff and volunteers remains a positive aspect.
- Scenic Surroundings

**What you need to do now**

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