Guest Experience Lead - Rides & Operations

Merlin Entertainments; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

Merlin Entertainments’ SEA LIFE Sydney Aquarium is seeking a proactive Ride & Experience Lead to support the Guest Excellence Manager in delivering safe, engaging daily operations. You will lead and develop the Ride & Experience team, drive guest satisfaction, and collaborate across Animal Care, Operations, Retail, F&B and Maintenance to elevate every guest moment.

You’ll balance people leadership with operational delivery, contribute to seasonal experiences, and help optimise staffing, rosters

Responsibilities

• Champion exceptional guest service standards and help drive customer satisfaction and NPS performance.
• Lead the Ride & Experience team to deliver safe, engaging and memorable experiences.
• Support the development and delivery of seasonal and promotional guest experiences.
• Ensure all attraction areas are presented to the highest operational standards.
• Work collaboratively with Animal Care, Operations, Retail, Food & Beverage and Maintenance teams.
• Lead, coach and develop a high-performing team through regular feedback and support.
• Drive team engagement initiatives and actively contribute to a positive workplace culture.
• Manage daily staffing requirements and operational deployment.
• Support recruitment, onboarding and training activities as required.
• Support labour and operational cost management.
• Assist with roster planning to meet both operational and financial objectives.
• Manage supplier relationships and contracts where applicable.
• Identify opportunities to improve operational efficiencies and guest satisfaction.
• Proactively identify opportunities to improve processes, products and guest experiences.
• Support the implementation of new operational initiatives and attraction enhancements.
• Contribute ideas that help elevate the overall guest journey and maximise revenue opportunities.

Job description

Merlin Entertainments’ SEA LIFE Sydney Aquarium is seeking a proactive Ride & Experience Lead to support the Guest Excellence Manager in delivering safe, engaging daily operations. You will lead and develop the Ride & Experience team, drive guest satisfaction, and collaborate across Animal Care, Operations, Retail, F&B and Maintenance to elevate every guest moment.

You’ll balance people leadership with operational delivery, contribute to seasonal experiences, and help optimise staffing, rosters