Guest Experience Lead - Frontline Operations & Safety

Taronga Conservation Society Australia; Sydney; Hybrid; AUD 80,000 - 95,000; Full time

Benefits offered by this job

Flexible hybrid work model

Complimentary passes for family and/or

Free onsite parking

Discounts on accommodation

Discounted food and beverages

Discounted Fitness Passport

Social team / events

Job summary

Taronga Zoo Sydney is seeking experienced Guest Experience Coordinators to lead frontline teams and ensure memorable guest experiences at one of Australia’s iconic attractions.

You will balance guest experience with safety and operational priorities, coaching staff and coordinating resources during peak periods, holidays and events. The role requires strong communication, problem-solving and a calm, responsive leadership style.

Qualifications

• Experience leading, coaching or supervising teams in busy, customer-facing environments.
• Strong customer service and communication skills.
• Ability to make decisions in fast-paced operations.
• Experience handling guest concerns and incidents.

Responsibilities

• Lead, coach and support frontline teams across guest-facing areas.
• Coordinate daily operational activities and liaise with other teams.
• Manage guest issues and service recovery during busy periods.
• Provide briefings and operational directions to staff.
• Maintain safety, presentation and customer service standards.
• Complete rostering, administration and reporting as required.
• Support incident and emergency responses when needed.

Skills

Team leadership

Customer service

Communication

Decision making

Guest issues handling

Emergency response

Weekend availability

Outdoor work

Education

First Aid and CPR Certification

Working With Children Check (NSW)

Job description

Taronga Zoo Sydney is seeking experienced Guest Experience Coordinators to lead frontline teams and ensure memorable guest experiences at one of Australia’s iconic attractions.

You will balance guest experience with safety and operational priorities, coaching staff and coordinating resources during peak periods, holidays and events. The role requires strong communication, problem-solving and a calm, responsive leadership style.