Experience Supervisor - Penguin Parade And Nobbies

Phillip Island Nature Parks; Cowes; On-site; AUD 49,000 - 70,000; Full time

Job summary

Phillip Island Nature Parks in Victoria, AU, seeks an Experience Supervisor for Penguin Parade on a full-time, Oct–Jan 2027 secondment. Role leads the Visitor Experience team, coordinates daily operations, staff rosters, and guest experiences across the site.

Work with an experienced leadership team to deliver safe, high-quality visitor experiences, assist with emergency management, and support peak-season performance and visitor growth.

Qualifications

• Leadership experience supervising teams in a visitor-facing environment.
• Ability to coordinate daily operations and roster staff.
• Experience delivering high-quality visitor experiences and managing safety.

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
• 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, and Attraction Manager
• Prepare reports on attraction activities and performance, safety and visitor experience
• Conduct, coordinate and participate in site safety inspections and audits
• Lead end of operations and closure of attraction processes
• Provide clear and transparent direction, delegation of tasks and communications to Visitor Experience team
• Lead and support staff processes including performance development reviews, mentoring, and ongoing guidance

Skills

Leadership

Team supervision

Customer service

Operations management

Emergency management

Staff rostering

Communication

Job description

The Nature Parks is committed to fostering a safe and inclusive culture and is committed to reconciliation with Aboriginal and Torres Strait Islander Peoples.

We welcome applications from people with diverse skills & experience, including Aboriginal and Torres Strait Islander Peoples, people with disabilities, people that identify as LGBTIQ+, and people from culturally and linguistically diverse backgrounds.

We offer flexible work arrangements for our team including parents, carers, people with disabilities, people over 55 years old and employees impacted by family violence.

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.

Experience Supervisor - Penguin Parade

Internal Secondment Opportunity

As we prepare for our busy peak period, we’re looking for an enthusiastic and capable team member to step into the Experience Supervisor secondment opportunity.

• Full time - Early October Until End of January 2027
• Scale 5 - $43.25 per hour (Level 4 - New EA)
• 7-day roster - set roster pattern

About You

Whether you already have leadership experience or are looking for the chance to develop your skills in a supportive environment, this role offers valuable hands‑on experience leading people, coordinating daily operations, and helping deliver exceptional visitor experiences. Working alongside an experienced leadership team, you’ll play an important role in supporting our people, visitors, and wildlife attractions during one of the most exciting times of the year.

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, Staff rosters, 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.

Some of the key duties and responsibilities you will engage in include:

• 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
• 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
• Prepare reports on attraction activities and performance, safety and visitor experience
• Conduct, coordinate and participate in site safety inspections and audits
• Lead end of operations and closure of attraction processes
• Provide clear and transparent direction, delegation of tasks and communications to Visitor Experience team
• Lead and support staff processes including performance development reviews, mentoring, and ongoing guidance

Experience Supervisor - Penguin Parade and Nobbies Cowes, VIC, AU