Guest Excellence Manager - Sydney Tower Eye

Job Description

What you'll bring to the team

Step into a career above the rest at Sydney Tower Eye, where we’re on the lookout for a dynamic leader to champion our Guest Excellence Team. If you thrive in fast-paced environments, love leading from the front, and are passionate about creating world-class experiences, this is your chance to make your mark at one of Sydney’s most iconic attractions.

About the Role

Beyond the day‑to‑day, you’ll inspire and develop a high‑performing guest experience team, collaborate closely with key partners, and uphold the highest standards in safety, service, and visitor care. From resolving complex guest issues to supporting Skywalk operations and driving continuous improvement in how we welcome and serve visitors, you’ll be at the heart of delivering exceptional experiences—balancing people leadership with guest‑centric excellence. In this role, you’ll set the tone for unforgettable experiences across Admissions, Ticketing, VR, Security, Skywalk, and all guest‑facing touchpoints—ensuring every visit is smooth, safe, and memorable. You’ll lead a guest‑obsessed culture, guide daily guest‑facing operations with confidence, and elevate performance through coaching, training, and thoughtful decision‑making, all while keeping a close focus on guest satisfaction, team engagement, and Skywalk experience delivery.

About You

You’re naturally curious and always looking beyond the obvious—asking questions, exploring new ideas, and challenging the status quo to make things better for guests and your team. You bring a strong results focus, setting clear goals, prioritising what matters, and following through with determination to deliver outstanding outcomes. You take ownership, learn quickly from experience, and adapt with confidence in a fast-paced environment where no two days are the same.

Just as importantly, you’re an extraordinary teammate and a people-first leader. You collaborate openly, communicate with clarity, and contribute positively to a wider leadership team, always ready to support others and celebrate shared wins. You’re passionate about developing people—coaching, mentoring, and creating opportunities for your team to grow and succeed. You build capability, inspire confidence, and foster a culture where everyone can thrive, because you know great experiences start with great people.

About the Benefits

• Corporate benefits including free access to all our attractions worldwide

• Domestic and global opportunities to develop and progress your skills and career in tourism and attractions

• Additional Leave (including birthday and wellbeing) and 3 volunteer days to give back to a social cause you care about

• Opportunity to be involved with our Diversity & Inclusion initiatives, including our Reconciliation Action Plan

• Being part of a business built on fun

About Us Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, and Peppa Pig World of Play. We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.

We’re the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, WILDLIFE, Madame Tussauds, amongst others.

Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 3 charities: Merlin's Magic Wand, the SEA LIFE Trust, and the WILDLIFE Conservation Fund. So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do – then we want to hear from you!

Merlin Entertainments strongly encourages application from all background, including people of Aboriginal and/or Torres Strait Islander decent.

Pay Range

Competitive