Guest Experience Coordinator
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 based in Broome and is responsible for the delivery of exceptional guest experience. Key responsibilities include:
- Meeting and greeting and managing guest arrivals/departures at our Hangar in Broome
- Assisting with the boarding and disembarking of guests on our fleet on seaplanes
- Assisting our Bus Drivers with pick up/drop off location confirmation for our guests
- Managing the overall presentation and appearance of our Hangar
- Managing merchanise sales and completing daily banking activities
- Assisting with the management and delivery of stores to our remote locations
- Assisting with the rescheduling and rebooking of guest reservations due to operational requirements
- Handling guest complaints or concerns with care and courtesy. Escalating to appropriate personnel if required
- Ad hoc errands and duties as required, providing support to our Operations and Catering teams
About You
To be successful in this role, you will have previous experience working in a tourism guest-focused position, with a diploma or higher in Hospitality, Travel, Tourism or a related field highly desirable. You will have exceptional customer service, communication skills and the ability to effectively interact through various channels. A key criteria of this role is being able to work under pressure, multi task and have a proactive and solutions focused approach with a 'can-do' attitude to achieve the best outcomes for Horizontal Falls guests and business operations. Proficient computer literacy and the ability to pick up a new reservations system (CustomLinc) is required.
An ASIC card is required for this role (we will assist with this) and a first aid certificate and manual drivers license desirable.
This role is being offered on a seasonal basis from March to October/November 2023. Shifts will commence from 5am with an early afternoon finish, and will be scheduled across all days of the week including weekends and public holidays.
If this role is of interest to you and suits your experience, we would love to hear from you!