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 Us
Merlin 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
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