Guest Experience Manager
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.
About Horizontal Falls
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
Reporting to the Operations Manager, Guest Experience, this role is responsible for the delivery of exceptional guest experience from the moment our guests step off our fleet of seaplanes and onto our pontoon setup beside the natural phenomenon of the Horizontal Falls.
Key responsibilities will include, but not be limited to:
- Overseeing and ensuring that a high level of service delivery relating to general guest interaction, food and beverage service and housekeeping duties are upheld on the pontoon
- Proactive involvement in the management of Net Promoter Scores (NPS)
- Working closely with the operations and aviation teams as required, to maintain a smooth product delivery
- Acting as the first point of contact on the pontoon for guest feedback or any issues that may arise
- Leading, mentoring and providing support to a team of guest experience staff in day-to-day operations
- Managing staff workflow and hours, reviewing processes, and highlighting efficiencies where possible
- Conducting regular staff briefings and carrying out routine uniform, grooming and presentation checks
- Assisting in stock management including ordering and conducting regular stocktakes
- Promoting the safety culture, ensuring any incidents or hazards are reported and investigated in a timely manner
- Active participation in continuous improvement projects
About You
To be successful, you will have qualifications in Hospitality/Tourism and proven experience in a similar high-end hospitality or experiential tourism role. You will be an effective leader with the ability to inspire and motivate a high performing team. You’ll be passionate about driving the business to deliver on our purpose of Sharing Special Places, Shaping Lasting Memories.
You will also have:
- Exceptional communication skills with both guest and internal colleagues
- Strong computer and administration skills with high attention to detail and standards of delivery
- Resilience, and the ability to work in a fast-paced operation, managing a range of tours, activities, staff, and job roles simultaneously
- A First Aid Certificate, CPR, WA RSA, and a Food Handlers Certificate
This is a unique role where you will be living and working swings of up to 12 days at our pontoon and then returning to Broome for days off. This role is being offered on a seasonal basis, until November 2023. If this sounds like an opportunity suited to you, apply now!