Experience Supervisor - Penguin Parade and Nobbies

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

Job summary

Phillip Island Nature Park is seeking an Experience Supervisor for Penguin Parade and Nobbies in Cowes, VIC. The role oversees the Visitor Experience team, manages daily operations, and ensures outstanding guest experiences with a focus on safety and site presentation.

You will lead staff and volunteers, coordinate tours and learning experiences, and support emergency management functions as required. Full-time, 7-day roster and shift flexibility are part of the role.

Qualifications

• Relevant tertiary qualification in business and/or tourism management.
• Police Check required.
• Working with Children Check required.
• Drivers Licence required.
• First Aid Level II and CPR certification preferred.

Responsibilities

• Lead and supervise the Visitor Experience team to deliver exceptional visitor experiences.
• Plan and manage daily operations, staffing, guest experience and site presentation.
• Coordinate with central departments to make the attraction a must-see destination.
• Provide leadership and direction to generate visitation growth and yield.

Skills

Customer service leadership

Team leadership

Emergency management

Staff training

Communication

Education

Tertiary qualification in business or tourism management

Tools

Microsoft Office

Job description

Experience Supervisor - Penguin Parade and Nobbies

2mo ago , from Phillip Island Nature Park

• 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

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

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.