Guest Experience Officer

• Multiple Casual Positions Available
• $31 per hour + 25% Casual Loading + 12% Superannuation
• Exciting opportunity to join our dynamic Recreation Team at Melbourne City Bath

About the role

The Guest Experience Officer sits within the Recreation and Waterways Branch  of the Community and City Services Division and offers an exciting opportunity to deliver high-quality customer experiences at one of Melbourne's most iconic recreation facilities – the Melbourne City Baths.

This role plays a key part in supporting the health and wellbeing of our community by ensuring every interaction – whether online, over the phone, or in person – is welcoming, informed, and aligned with our customer service standards.

As part of the Guest Experience Team, you'll help deliver the City of Melbourne's commitment to accessible and inclusive recreation services, while working in a positive and team-oriented environment.

A little more about the role

• Deliver exceptional customer experiences in line with Active Melbourne and Council Plan outcomes.
• Respond to guest enquiries online, by phone and in person, and share expert knowledge of facility programs and services.
• Deliver sales and retention activities, including tours, memberships, and account management.
• Perform administration tasks such as daily banking, membership updates, arrears collection, and data entry.
• Assist in the setup and delivery of programs and events in consultation with the Duty Supervisor.
• Maintain Pool Lifeguard and First Aid qualifications and provide lifeguard coverage when required.

Why join Team Melbourne?

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you'll help deliver what's most important to the people who live, work, study, visit and invest in our great city.

We're proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it's your chance to make a real impact, contribute to something bigger, and shape Melbourne's future alongside a collaborative and forward-thinking team.

About you

You're a people person with a genuine passion for community health and recreation. You love creating great guest experiences, thrive in a busy environment, and are happy to jump in and support your teammates when needed.

You may also be:

• Flexible, proactive, and calm under pressure.
• Comfortable working across multiple functions, including front-of-house, administration, and lifeguarding support

What your experience might look like

• Experience in a customer service role, ideally within the health, fitness, or recreation industry.
• Previous sales or membership experience is desirable.
• Proficiency with Microsoft Office and point-of-sale systems.
• Strong interpersonal and communication skills.
• Accuracy in cash handling and daily banking procedures.
• Ability to follow policies and procedures while contributing to process improvement.
• Current Pool Lifeguard Certificate and First Aid (or willingness to obtain within four weeks of appointment).

Benefits of working with us

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.
• Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

How to apply

Click the APPLY now button to be redirected to our Careers Portal

Submit your application no later than 11:45pm on Sunday, November 9 2025

A few important things to note – don't miss out

• Applications must be submitted online. Unfortunately, we can't accept applications via email, so please be sure to apply through the official job link provided.
• Apply early This role may close sooner than the listed closing date if we find the right candidate — so don't wait to get your application in.
• We are a child safe organisation. The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and, for most roles, a Working with Children Check.

Need more info?

Refer to the position description below or contact Rachel Engelhardt Guest Experience Team Leader ,

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you're contacted for an interview.