Global Guest Experience Lead

TA001 Tennis Australia Limited; Melbourne; On-site; AUD 65,000 - 78,000; Full time

Job summary

Tennis Australia Limited in Melbourne is seeking an events coordinator to manage the Last Eight and International Lounge experiences, coordinating with internal teams to ensure timely delivery, room readiness, catering, RSVP portal, guest lists and access.

You will operate on-site during the event, handle guest inquiries, RSVP confirmations, signage, communications, and post-event reporting, collaborating with VIP relations, accreditation, ticketing, and marketing to deliver a seamless lounge

Responsibilities

• Coordinate delivery of Last Eight and International Lounge program across internal teams.
• Track project timeline and deliverables, flag delays to Head of International Engagement.
• Coordinate with Functions team on room readiness, catering delivery, gift distribution, and RSVP portal (Wufoo) functionality.
• Coordinate with VIP Relations team on invitations and Last 8 guest list.
• Coordinate with Accreditation teams on guest access requirements, pass collection, and any accreditation issues.
• Coordinate with Ticketing team on daily ticket distribution to lounge and ballot logistics.
• Coordinate with Marketing on signage or communications materials.
• Brief delivery teams on daily requirements and guest expectations; conduct daily check-ins with delivery teams.
• Liaise with functions to ensure the room is prepared for the one-off IC Cocktail event.
• Guest Experience Management: Serve as first point of contact for all Last Eight and International Lounge guest enquiries, respond to questions within 24 hours.
• Manage RSVP inbox and send confirmation emails; maintain up-to-date guest lists and dietary requirements.
• Coordinate guest communications including pre-event reminders and post-event thank you messages.
• Upload approved guest lists into Mailchimp for distribution.
• Troubleshoot guest experience issues in real-time during event period; escalate VIP matters to Head of International Engagement.
• During Event (Daily) provide on-site presence in Last Eight and International Lounge during operating hours; oversee guest check-in and access issues.
• Coordinate with hosts on daily requirements (Order of Play, catering timing, guest requests).
• Manage ticketing ballot process including being present for high-demand draws; address day-of issues with relevant teams for resolution.
• Monitor lounge operations and guest experience, addressing concerns immediately.
• Conduct end-of-day debrief with hosts and delivery teams; deliver the IC cocktail event in the suite and ensure partnership deliverables are met.
• Post-Event Compile post-event report including RSVP rates, daily attendance numbers, ballot statistics, guest feedback, and issues log; gather feedback for process improvements; complete outstanding guest follow-up; hand over program documentation to Head of International Engagement.

Job description

Tennis Australia Limited in Melbourne is seeking an events coordinator to manage the Last Eight and International Lounge experiences, coordinating with internal teams to ensure timely delivery, room readiness, catering, RSVP portal, guest lists and access.

You will operate on-site during the event, handle guest inquiries, RSVP confirmations, signage, communications, and post-event reporting, collaborating with VIP relations, accreditation, ticketing, and marketing to deliver a seamless lounge