Guest Experience

A great lifestyle in a treasured environment, this is life at PSC

The opportunity

Nestled in the heart of One Mile, our award-winning Port Stephens Koala Sanctuary is seeking expressions of interest from customer-centric individuals to join their talent pool for upcoming opportunities within the positions of;

• Sales and Reservations Officer
• Guest Experience Officer

From tour groups, to guest check-ins, online reservations, and everything in-between, you'll be key in delivering an exceptional guest experience from their first enquiry, right through to their check-out and return.

How do I know which role is right for me?

Our Sales and Reservations Officer is perfect for those who thrive in creating a memorable guest experience over the phone and online. You'll be working predominately from our Sales and Reservations Office in the Port Stephens Koala Sanctuary, and occasionally from our Thou Walla Sunset Retreat Office when we need some extra support during the busy days, taking calls for all 5 of our Beachside Holiday Parks with regard to current and upcoming reservations, enquiries about sites and which park would be best suited, and changes to bookings. Whilst this is a high volume call-based role, we don't push unrealistic KPI's or incentives, we find satisfaction in first-resolution customer service and creating a memorable guest experience that keeps our guests coming back

Our Guest Experience Officer is a face-to-face position, welcoming and supporting our Guests at the Port Stephens Koala Sanctuary daily. Your focus is on making a memorable guest experience, whatever the reason for the visit With guests arriving to check-in to our on-site glamping tents, tourist buses arriving with groups ready to explore the sanctuary, or families seeking a nature-filled day during school holidays – no day will be the same  As you develop in this role, so will your knowledge of our on-site Koalas where you will get to facilitate your own tours around the sanctuary for our guests on-site and day-visiting.

• This is a talent pool to fill upcoming permanent or seasonal opportunities – working part-time, with a minimum of 30 hours / week across a 7-day rotating roster. During peak periods, there is capacity to work up to 38 hours / week bringing you up to full-time hours when required.

What is a 7-day rotating roster?

Our rosters are scheduled in advance providing you plenty of notice of your shift times and schedules. The rotating 7-day roster means that you will be asked to work across any of the 7 days during the week, Monday to Sunday, from a minimum of 30 hours to a maximum of 38 hours per week. Shift duration is 7.5 hours per day and will vary between 7:45am start and 9am start – with no night work

As our business focuses around tourism and holiday-goers, there will be times during peak periods where we do require some flexibility from staff with regard to their rosters to ensure we can continue to provide the best experience we can to our guests. We won't expect you to work every weekend, rostering to allow a balance of weekends off where we can accommodate and taking into consideration your leave requests to ensure you're able to maintain a healthy work-life balance

• Hourly Rate: $33.69 to $36.20 / hour + 12% superannuation + $1,945 retention allowance paid annually (pro-rated for part-time hours)
• You will be working from Port Stephens Koala Sanctuary, One Mile

View the position description for Sales and Reservations Officer here.

View the position description for Guest Experience Officer here.

We're all about putting the right people, in the right role Here's what we're looking for:

• A certificate III in Tourism, Hospitality, or a relevant field or relevant experience in the Tourism, Hospitality or Customer Service industry
• Demonstrated customer service experience either face-to-face (if considering the Guest Experience Officer) or, over the phone in a high volume call centre environment (if considering the Sales & Reservations Officer)
• Effective communication skills with all customers, internal and external
• Ability to learn, or prior experience using a Reservation Management System – our team uses Newbook

This is life at PSC

• Work/Life balance with generous leave entitlements, flexible work options and leave in lieu
• Long service leave when you've been with us for just over 5 years
• Health & Wellbeing leave to recharge when you need it
• Industry leading Paid Parental Leave accessible for all employees – regardless of how you became a parent, we offer 14 weeks that can be taken within 2 years from the birth, adoption, or long-term foster care of your child.
• PSCare Day available to all employees to take in addition to your regular leave entitlements
• Confidential support (including mental health) through our employee assistance program
• Award winning health and wellbeing program PSCare, Workers Health Initiative with access to a broad range of gyms in the area, and discounted health insurance
• Free parking on site
• Coffee and food to keep you sustained at our on-site café
• And lots more…

Enough about us, we want to hear about you So tell us about…

• Outline which position/s you are interested in.
• Are you interested in Permanent, or Seasonal Temporary roles?

Ready to Apply? Here's what you need to know

• Applications Close:we will be assessing applications as they are submitted, with this talent pool remaining open for expressions of interest for upcoming permanent and seasonal temporary opportunities across our Parks.
• Contact for information on Sales & Reservations Officer: Naomi Farrelly, Business Development & Marketing Manager, on or
• Contact for information on Guest Experience Officer: Carmel Napper, Guest Services Team Leader, on
• For information on our recruitment process, and what we look for in an application, please visit our Careers page on our website for 'How to Apply'
• To complete your online application, you will be asked to upload a copy of your resume and provide responses to questions which are based on the criteria listed in the Position Description and our organisation Values
• We're a 2024 Circle Back Initiative Employer – we commit to respond to every applicant
• We've partnered with the Veterans Employment Program to support veterans finding suitable, sustainable and meaningful employment
• Port Stephens Council adheres to the principles of a child safe organisation and supports children and young people having safe and welcoming experience in our community, accessing our facilities and in our care
• We acknowledge the Worimi as the original Custodians and inhabitants of Port Stephens. May we walk the road to tomorrow with mutual respect and admiration as we care for the beautiful land and waterways together