Guest Experience Supervisor - Full Time

Job Description

What you'll bring to the team

We are looking for an enthusiastic and experienced Guest Experience Supervisor to join the team at SEA LIFE Sunshine Coast. Working closely with the Operations Manager, this role plays a key part in delivering an exceptional end-to-end guest journey while leading, motivating and developing the Guest Experience and Admissions team.

This is a hands-on leadership role, ideal for someone who thrives in a fast-paced environment, leads by example, and is passionate about creating memorable guest experiences.

About the Role

As Guest Experience Supervisor, you will oversee the daily operations of the Guest Experience and Admissions team, including admissions, tours, talks, education programs and duty supervision. You will be responsible for ensuring smooth daily operations, maintaining high service standards, driving revenue through upselling, and fostering a positive and engaged team culture.

The success of this role is measured through guest satisfaction, KPI performance, Mystery Visit results, and team engagement, while ensuring compliance with all operational, financial, and safety requirements.

Key Responsibilities

• Oversee daily productivity and performance of the Guest Experience and Admissions team
• Drive revenue per capita (RPC) through strategic upselling opportunities
• Train all new starters and provide ongoing coaching and feedback
• Deliver quarterly 1:1s and performance management conversations where required
• Prepare and manage rosters in line with labour budgets and EA requirements
• Respond to guest feedback via YEXT, Facebook and Optimus inbox within 48 hours
• Coordinate, develop and deliver education content for schools and groups
• Support the delivery of all education classes in line with SEA LIFE values
• Act as PCI Champion, ensuring compliance across payment processing teams
• Fulfil Duty Supervisor responsibilities when required
• Support the team on the floor, including covering breaks as needed
• Ensure compliance with profit protection processes and reporting

About You

You are a confident and approachable leader with a passion for guest engagement and team development. You enjoy balancing operational delivery with people leadership and are comfortable making decisions in the moment to resolve issues and enhance the guest experience.

You will bring:

• Proven experience delivering exceptional guest engagement in a customer-facing environment
• Previous supervisory or leadership experience (visitor attractions or hospitality desirable)
• Strong communication and interpersonal skills
• The ability to train, coach, mentor and motivate a diverse team
• Experience with payment processing, refunds and strong numeracy skills
• Intermediate PC skills and confidence using booking and reporting systems
• A proactive, flexible and solutions-focused approach
• The ability to work autonomously while thriving in a team environment

Applications must hold or can obtain a valid Blue Card.

Please note that this role requires weekend and school holiday availability.

About the Benefits

• Corporate benefits including free access to all our attractions worldwide
• Autonomy to introduce disruptive thinking in your profession
• Global opportunities to develop and progress your skills and career
• Being part of a business built on fun

About UsMerlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND, 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, and the Fly Treetop Adventures, 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 2 charities: Merlin's Magic Wand and the SEA LIFE Trust.

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