Head of Guest Experience

About National Trust Queensland and Currumbin Wildlife Sanctuary

The National Trust of Australia (Queensland) [NTAQ] is a membership-based, environmental charity that connects people to significant places, collections, and stories. NTAQ manages a diverse portfolio including Currumbin Wildlife Sanctuary & Astra Lumina night show. As one of Queensland's earliest nature-based tourist destinations and in the Queensland Tourism Awards Hall of Fame, the Sanctuary is a physical embodiment of NTAQ's mission: to conserve and advance our natural and cultural heritage for future generations.

As NTAQ continue to deliver exceptional experiences while seeking to evolve and improve every aspect of the guest journey, we are looking for an astute, people-focused Head of Guest Experience who can combine hands-on operational expertise with strategic vision. This is a role for a leader who thrives in dynamic environments, can inspire and mentor teams, and has the creativity and experience to design and deliver world-class visitor experiences.

About the Role

As our Head of Guest Experience, you will be the central figure in shaping, delivering, and continuously enhancing guest experiences across both Currumbin Wildlife Sanctuary and Astra Lumina. Reporting to the General Manager – Gold Coast, this role combines strategic leadership, operational oversight, and creative innovation:

• Oversee guest services, reservations and ticketing, and work closely with entertainment, wildlife and presentation teams, as well as support commercial operations and other guest touchpoints to ensure a high level of guest satisfaction.
• Develop and deliver signature guest experiences and programs, in collaboration with other teams (Wildlife, Encounters, Photography, and Commercial), including seasonal experiences and innovative touchpoints, with a focus on the overall guest journey and opportunities to enhance guest engagement and financial growth.
• Provide senior operational leadership across a large and diverse team and fast paced operating environment, including regular full park duty management responsibilities, including a strong focus on health and safety, emergency response, and first aid.
• Collaborate with teams to streamline processes, manage and respond to guest feedback, and continuously elevate the overall guest experience – working with sales, marketing and events to amplify experiences.
• Lead, mentor, and inspire teams to deliver exceptional service, develop creative solutions, and uphold operational excellence and foster a customer-centric culture.
• Set and monitor performance metrics, manage budgets, and ensure organisational goals related to guest experience are achieved.

About You

This is a senior leadership role requiring a proven track record in tourism, attractions, hospitality venues or high-volume guest experiences in settings such as major events, wildlife parks, zoos, theme parks or cultural attractions. To be successful, you will have demonstrated experience leading guest services and operational teams. You will also have the ability to develop and implement strategies that elevate the overall guest journey, while driving operational excellence and guest satisfaction.

Other key skills and attributes we are looking for include:

• Proven experience in guest experience management, with a focus on reservations, guest services, and operational touchpoints.
• Strong leadership capabilities with experience in managing and mentoring teams to deliver exceptional service.
• Ability to develop and implement strategies that enhance the overall guest experience and drive visitor satisfaction.
• A commitment to innovation and championing strategic organisation-wide priorities, including accessibility and inclusion, environmental sustainability, and reconciliation in partnership with First Nations communities.
• Excellent problem-solving skills with a proactive approach to addressing and resolving guest issues.
• Superior written and verbal communication skills for effective interaction with guests, team members, and stakeholders.
• A genuine passion for creating positive guest experiences and a deep understanding of customer needs and expectations.
• Preparedness to work in an outdoor environment, in all weather conditions, with substantial walking in a workplace that includes native wildlife such as birds and reptiles.
• First Aid, RSA, and RLMV are highly desirable for this role, or will be provided.
• Current Blue Card and Police Check, or willingness to obtain one prior to commencement.

What we can offer

Just as our mission is to protect, conserve, and celebrate the Environmental, Built and Cultural heritage, we also are committed to ensuring our Team Members are protected, taken care of, and of course celebrated We offer current and future team members:

• Benchmarked Salary
• Free On-Site Parking
• Tertiary Education Partners for access to recognised Qualifications
• Flexible Working Arrangements and Study Leave
• NTAQ Team Member Card offering unlimited entry to Currumbin Wildlife Sanctuary and other National Trust sites in Queensland, and generous retail & food & beverage discounts.
• Currumbin Wildlife Sanctuary Family & Friends Passes
• Access to Fitness Passport