Experience Supervisor - Penguin Parade and Nobbies

Phillip Island Nature Park Board of Management; Cowes; On-site; AUD 49,000 - 70,000; Full time

Job summary

Phillip Island Nature Park Board of Management in Cowes, VIC, seeks an Experience Supervisor for Penguin Parade and Nobbies. This full-time role manages the Visitor Experience team, plans daily operations, and ensures exceptional guest experiences, safety, and site presentation.

You will lead staff and volunteers, coordinate tours and learning experiences, and play a key role in emergency management and annual planning. A roaster-driven, customer-focused supervisor is required.

Qualifications

• Demonstrated experience delivering high-quality customer service.
• Proven ability to attract, retain and lead a diverse team.
• Knowledge of key aspects of tourism operations and policy implementation.
• Ability to multi-task and prioritise in a fast-paced environment.
• Exceptional written and oral communication skills.
• Moderate computer skills with Microsoft Office.

Responsibilities

• Provide guidance and supervision of daily operations ensuring excellent customer service and high-quality experiences.
• Review visitor products, site presentation, and safety; give feedback to staff and management.
• Coordinate with site operations, trade partners, and groups to ensure smooth operations.
• Maintain product knowledge for quality information provided to visitors.
• Lead and support staffing, recruitment, onboarding, and training.

Skills

Customer service

Team leadership

Tourism operations

Multi-tasking

Written and verbal communication

Microsoft Office

Decision making

Education

Tertiary qualification in business and/or tourism management

Job description

Experience Supervisor - Penguin Parade and Nobbies

Phillip Island Nature Park Board of Management – Cowes VIC

Full time

1mo ago , from Phillip Island Nature Park Board of Management

• Location154/156 Thompson Ave,Cowes, VIC, 3922,Australia
• Base Pay$43.25 - $43.25 / Hour
• Job CategoryAttractions
• Relocation Expense CoveredNo
• Employee TypeFull Time
• Manage OthersYes

Contact information

• Contact Phone[phone]***
• Contact *************@penguins.org.au

Description

Description
Experience Supervisor - Penguin Parade and Nobbies

Internal Opportunity
7-day roster (Mon to Sun) & public holidays
Scale 5- $43.25 per hour
Full time - Permanent role

About the role

The purpose of the role is to lead and supervise the Visitor Experience team, by supporting onsite staff and volunteers in the provision of an exceptional visitor experience. Plan and manage the daily operations of the attraction, including staff, operations, guest experience and overall site presentation. Work with centralised departments to ensure the attraction is a must-see destination and provide leadership and direction to generate positive visitation growth and yield. Undertake a primary role in Emergency Management functions at sites as required.

Key Duties and Responsibilities

Provide guidance and supervision of daily operations ensuring the provision of excellent customer service and the delivery of high-quality experiences
Actively review and monitor visitor products and services, site presentation and safety on a regular basis and provide feedback and guidance to staff and management
Act as key liaison for site operations including trade partners & MICE groups
Ensure a high level of product knowledge is maintained to ensure quality control of information provided to visitors
Maintain awareness of key market segments and visitor needs (diversity and inclusion)?
Plan the delivery of guided tours and learning experiences
Oversee daily operations and the provision of visitor services to ensure operational excellence
Report and manage operational issues and concerns in consultation with shift leads and Duty Manager (Penguin Parade only), and Attraction Manager
Assist in the planning and delivery of the annual business plan and budget
Prepare reports on attraction activities and performance, safety and visitor experience
Conduct, coordinate and participate in site safety inspections and audits
Co-ordinate activities to inform and guide quality assurance, improvements and visitor satisfaction
Lead end of operations and closure of attraction processes
Provide clear and transparent direction, delegation of tasks and communications to Visitor Experience team
Assist in recruitment, on boarding and training activities
Lead and support staff processes including performance development reviews, mentoring, and ongoing guidance

Requirements

Job Requirement

Key Selection Criteria

• Demonstrated experience managing customer service at a high level preferably within the tourism industry.
• Proven ability to effectively attract, retain and manage a diverse team.
• Knowledge of key aspects of tourism operations and the ability to effectively implement policy and procedures
• Ability to multi-task and prioritise in a fast- paced work environment.
• Exceptional written and oral communication skills.
• Medium level of computer skills using Microsoft Office (Word, Excel, Outlook)
• Strong leadership and confident in decision making.
• Proficiency in secondary languages is welcomed and viewed as an asset.

To commence your journey with us, the following is required:

• Relevant tertiary qualification in business and/ or tourism management and/or equivalent relevant work experience.
• Police Check
• Working with Children's Check
• Drivers Licence
• First Aid Level II and CPR

Summary

Our Commitment

At Phillip Island Nature Parks we are committed to fostering a diverse and inclusive workplace which represents both the community we work in and our visitors. We are committed to reconciliation with Aboriginal and Torres Strait Islander Peoples and Aboriginal and Torres Strait Islander People are strongly encouraged to apply. We celebrate diversity of thought, culture, gender, and ability and support a workplace culture and environment where people can work flexibly to support a rewarding work-life balance. As such we encourage applications which represent this diversity and discussions regarding reasonable adjustments which could be made to ensure your success and satisfaction in the role.

The Nature Parks is a child safe environment. Everyone at Nature Parks is responsible for the care and protection of children in accordance with our Child Protection and Safety Policy and Code of Conduct.

Additional Information

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