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Operations Manager, Guest Experience | Horizontal FallsOperations Manager, Guest Experience | Horizontal Falls4 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.This range is provided by Journey Beyond. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.Base pay rangeA$120,000.00/yr - A$128,000.00/yrBe a part of sharing special places and shaping lasting memories with Australia''s leading experiential tourism business.About UsHorizontal 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 Journey BeyondAustralia''s leading experiential tourism group, Journey Beyond, is privileged to operate 17 brands spanning the country, connecting guests to the land, and to each other. Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, The Paspaley Pearl Farm Tour, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys: The Telegraph Station in Alice Springs and Monarto Safari Resort.Joining the Journey Beyond family, you will play an integral role in supporting our business as we continue to share special places and shape lasting memories for our guests.About The RoleAs an ambassador of the incredible experiences that we bring to life, the Operations Manager, Guest Experience is responsible for creating and leading memorable guest experiences and ensuring unforgettable moments for our guests. This is a Broome based senior leadership position, responsible for the delivery of the touring Guest Experience. This includes the overall management of guest service delivery on the Pontoon, provision of Guest and Crew Catering and coordination of Guest Land Transportation.Key responsibilities include:Leading a team of Guest Experience, Catering and Transport staff across our pontoon & land-based operations, providing guidance and support to ensure effective planning, coordination and exceptional service deliveryIn collaboration with HR, managing the recruitment, induction, training and ongoing performance/development of direct reportsCollaborating with Marine & Aviation departments within the business & third parties to ensure smooth operations and consistent delivery of exceptional serviceMaintaining relationships with key suppliers and partners relating to the pontoon or land-based operations while also ensuring effective supply chain managementOverseeing the financial performance of areas within scope of this position including budget management, consumable costs per guests, ancillary revenue extending to merchandise & beverage sales, effective rostering/resource allocation and cost control measuresEnsuring a high degree of food service delivery to HACCAP standards and adherence to RSA principlesProactive involvement in the management of Net Promoter Scores (NPS) through analysis of performance by tour productMonitoring guest feedback and reviews, proactively addressing any issues or concerns raised, in addition to identifying trends and areas for improvementDeveloping and implementing strategies to enhance the overall guest experience and drive customer satisfactionDeveloping, implementing and reviewing standard operating procedures to optimise and streamline operational processesFostering a positive work environment, promoting a culture of teamwork, collaboration, and professionalismAbout YouThe ideal candidate will be passionate about guest service delivery, have a strong leadership presence and thrive in a fast-paced environment. Your commitment to fostering a positive team culture and enhancing the guest experience will be critical to your success in this role.The successful candidate will demonstrate:Experience in a guest service or operations management role within the tourism or hospitality industryQualifications in Hospitality, Tourism, Food and Beverage or related discipline (desirable)Proven ability to lead, motivate and positively influence and align staff to the business prioritiesExceptional communication and interpersonal skills, fostering strong relationship building attributesHigh attention to detail with a strong drive for continuous improvementResilient, proactive problem solver, able to work effectively under pressure maintaining professionalismStrong organisational and time management skills, prioritising and managing tasks effectivelyFlexibility to work across weekdays, weekends and public holidays as requiredWhat We OfferGenerous discounts on Journey Beyond travel and experiencesStudy Assistance PolicyEmployee Referral PolicyParental Leave ProgramPurchased Leave PolicyPrivate Health discountsEmployee Assistance ProgramDiscounts on Journey Beyond merchandiseSalary sacrifice remote area benefitsIf you are passionate about delivering exceptional guest experiences and thrive in a dynamic environment, we would love to hear from you. Apply now!Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionManagementIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Journey Beyond by 2xSign in to set job alerts for Operations Manager roles.Broome, Western Australia, Australia 3 weeks agoBroome, Western Australia, Australia 3 weeks agoBroome, Western Australia, Australia 1 week agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr