Guest Experience Officer

Company description:

Taronga is more than just a workplace - we're a collaborative community of kind and respectful people who share a passion for making a positive impact on the world.

Job description:

• Position located at Dubbo's Iconic Western Plains Zoo
• Ongoing, Full-time position
• TCSA Wages Employee Award, GEO annual salary $58,797 (includes base $51,875 + superannuation and annual leave loading)

Taronga Western Plains Zoo are seeking bubbly and vibrant casual Guest Experience Officers to join our Accommodation team. This role will support our Front Desk for Taronga's Iconic accommodation outlets- Savannah Cabins, Billabong Camp and Zoofari

About the Role…

As a Guest Experience Officer within the Front Desk Team, you'll be at the heart of our accommodation operations, handling all guest bookings, enquiries, and arrivals across Taronga Western Plains Zoo's three world-class accommodation offerings. This role is all about creating a seamless guest journey — from the first booking enquiry through to check-in, check-out, and everything in between — while promoting Taronga's diverse range of experiences.

Taronga prides itself on delivering unforgettable guest experiences. We are seeking motivated individuals who are passionate about customer service and ready to go above and beyond to ensure every guest enjoys a memorable stay.

Your Day to Day…

Shifts operate on a 7-day rotating roster, including weekends, public holidays, and school holiday periods, so mixed availability is essential. Hours generally range between 7:00 am and 10:00 pm, with varying shift lengths to support arrivals, departures, and operational needs.

This is a dynamic and rewarding role that blends guest-facing service with critical behind-the-scenes coordination.

You'll manage bookings, payments, and daily operations, work closely with housekeeping and food & beverage teams, and support the zoo's base operations during emergencies — all while delivering outstanding service with a positive, professional attitude

Key Accountabilities…

• Deliver exceptional guest service as the primary point of contact for all accommodation guests, handling check-ins, check-outs, and inquiries professionally and efficiently.
• Manage room folios, payments, and billing accurately, ensuring a smooth and positive guest experience from arrival to departure.
• Resolve guest issues promptly and escalate to the Accommodation Manager when required.
• Balance daily room folios and complete end-of-day reporting in line with financial procedures.
• Work closely with housekeeping and food & beverage teams to coordinate guest requirements and room readiness.
• Support base operations, including communication and coordination during emergencies or critical incidents.
• Comply with Taronga's Customer Service Charter, sustainability practices, and all relevant policies and procedures.

About you…

• Hold a current NSW Drivers License or ability to have existing license formally recognised, including manual.
• Responsible Service of Alcohol (RSA) certification or the potential to obtain certification
• Obtain and maintain a current paid NSW Working with Children Check at own expense.
• Current Applied First Aid qualification (or willingness to obtain) and ability to maintain this qualification at your own expense

About Applying…

Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.

1. What does exceptional guest service mean to you? and how would you ensure that you deliver a high level of guest service to our guest each day.
2. Tell us about a time you had to solve a customer service complaint, what was the situation and how did you resolve it?

Applications Close:11:59PM Sunday 26 October 2025