Operations Manager, Guest Experience
Journey Beyond, Australia
Job Description
The Group
Proudly part of the Hornblower Group, Journey Beyond is a national business focused on bringing Australia’s most unique and iconic experiences to life. Our aim is to take guests beyond, to ignite their imagination and to transform the amazing into the breath-taking.
Our suite of iconic tourism brands stretches across Australia’s beautiful coastline and deep into the heart of our continent’s rich landscape. We own and operate Journey Beyond Rail Expeditions (The Ghan, Indian Pacific, Great Southern and The Overland), Rottnest Express, Cruise Whitsundays, Darwin Harbour Cruises, Sal Salis Ningaloo Reef, Outback Spirit, Melbourne Skydeck, Eureka 89, Journey Beyond Cruise Sydney and Horizontal Falls Seaplane Adventures.
Horizontal Falls Seaplane Adventures is proud to be the region’s most awarded, experienced, and longest running tour operator as we offer the widest range of day trips and luxury overnight adventure tours to the spectacular Horizontal Falls and the scenic surrounds. Off the back of a bumper season with plans to make each year bigger and better we’re inviting you to come along for the journey.
About the Role
As an ambassador of the incredible experiences that we bring to life, the Operations Manager, Guest Experience is responsible for creating and leading memorable guest experiences and ensuring unforgettable moments for our guests. This role oversees the guest experience and service delivery across our pontoon and land-based experiences.
Key responsibilities include:
- Leading a team of Guest Experience, Catering and Transport staff (pontoon amp; land-based) providing guidance and support to ensure exceptional service delivery
- Managing the recruitment, induction, training and ongoing performance/development of direct reports
- Collaborating with various departments to ensure smooth operations and consistent delivery of exceptional service
- Overseeing budget management, resource allocation and cost control measures
- Proactive involvement in the management of Net Promoter Scores (NPS)
- Monitoring guest feedback and reviews, proactively addressing any issues or concerns raised, in addition to identifying trends and areas for improvement
- Developing and implementing strategies to enhance the overall guest experience and drive customer satisfaction
- Maintaining relationships with key suppliers and partners relating to the pontoon or land-based operations
- Developing and implementing standard operating procedures to optimise and streamline operational processes
- Fostering a positive work environment, promoting a culture of teamwork, collaboration, and professionalism
About You
As the ideal candidate you will have proven experience in a similar high-end hospitality or experiential tourism role, with a strong knowledge of guest experience management and industry trends. You will be passionate about driving the business to deliver on our purpose of Sharing Special Places, Shaping Lasting Memories.
You will also have the following skills/attributes:
- Qualifications in Hospitality, Tourism, Food and Beverage or related discipline (desirable)
- Strong leadership skills with the ability to positively influence and align staff to the business priorities
- High attention to detail with a strong drive for change and continuous improvement
- Exceptional communication and interpersonal skills, with strong relationship building attributes and the ability to handle challenging situations with professionalism
- Resilient, proactive problem solver, able to work effectively under pressure and in a fast-paced environment
- Strong organisational and time management skills, prioritising and managing multiple tasks effectively
- Flexibility to work across weekdays, weekends and public holidays as required
What We Offer
An attractive salary along with the opportunity to work in a dynamic team, as well as:
- Generous discounts on Journey Beyond travel and experiences amp; up to 40% discount on Journey Beyond merchandise
- Employee referral policy payments
- Study Assistance to prepare you for expanded career growth opportunities
- Exclusive private health partnership with MediBank
- Access to leading Employee Assistance Program (EAP) providers
If you are passionate about delivering exceptional guest experiences and thrive in a dynamic environment, we would love to hear from you. Apply now!