Experience Supervisor - Penguin Parade And Nobbies

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

Job summary

Phillip Island Nature Parks invites applications for an Experience Supervisor at Penguin Parade and Nobbies. You will lead the Visitor Experience team, manage daily operations, and ensure outstanding guest experiences across the Penguin Parade and Nobbies precincts.

The role requires coordinating on-site staff and volunteers, planning tours and learning experiences, maintaining site safety, and supporting annual business planning and reporting.

Qualifications

• Demonstrated experience in high-level customer service management, preferably in tourism.
• Proven ability to attract, retain and manage a diverse team.
• Knowledge of tourism operations and policy/procedure implementation.
• Ability to multi-task and prioritise in a fast-paced environment.
• Exceptional written and oral communication skills.
• Moderate computer skills using Microsoft Office.
• Strong leadership and decisive decision-making abilities.
• Secondary language skills are an asset.

Responsibilities

• Lead and supervise the Visitor Experience team and volunteers to deliver exceptional visitor experiences.
• Plan and manage daily operations, guest experience, staff deployment and site presentation.
• Coordinate with central departments to drive visitation growth and site yield.
• Carry primary responsibility for Emergency Management functions as required.
• Guide staff in safety, quality assurance and incident response.

Skills

Customer service leadership

Team management

Communication skills

Multitasking

Decision making

Industry knowledge

Languages (secondary)

Office software

Education

Business and/or tourism management degree

Tools

Microsoft Office

Word

Excel

Outlook

Job description

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.

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

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

Applications close, Friday 11 December 2026