Guest Experience Leader – Front of House

Merlin; Sydney; On-site; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Competitive remuneration

Job summary

Merlin Entertainments' Sydney Tower Eye is seeking a driven Guest Excellence Manager to lead all guest-facing operations across Admissions, Ticketing, VR, Skywalk and related front-of-house functions in the Sydney CBD.

Reporting to the General Manager, you will shape the visitor journey, drive guest satisfaction, and develop high-performing teams while upholding safety, service standards and operational excellence across the attraction.

Qualifications

• Minimum 8–10 years' management experience within hospitality, tourism, attractions, entertainment or related operational environments.
• Demonstrated experience leading large, multi-functional customer-facing teams.
• Proven capability managing supervisors, duty managers and operational leaders.
• Exceptional stakeholder management and communication skills.
• Strong problem-solving and decision-making abilities within fast-paced operational environments.
• Experience managing guest experience programs and customer satisfaction outcomes.
• Sound understanding of workplace health and safety legislation and risk management principles.

Responsibilities

• Lead guest experience team and operations across Admissions, Ticketing, VR, Security, Skywalk and Guest Services.
• Drive guest satisfaction metrics, NPS, online reputation and mystery shopper results.
• Oversee front-of-house operations to ensure efficient guest throughput and service standards.
• Monitor and manage ticketing systems, scanners, kiosks and tech platforms.
• Lead, coach and develop Duty Managers, Supervisors and Hosts.
• Collaborate with Marketing, Events, Maintenance and Operations to deliver integrated guest experiences.
• Ensure safety and compliance across all front-of-house functions.

Skills

Guest experience

Leadership

Stakeholder management

Communication

Problem solving

Workforce management

Operational analysis

Microsoft Office

Education

Bachelor’s degree in Hospitality/Tourism/Business

Tools

Ticketing systems

Scheduling software

Kiosks

Job description

Merlin Entertainments' Sydney Tower Eye is seeking a driven Guest Excellence Manager to lead all guest-facing operations across Admissions, Ticketing, VR, Skywalk and related front-of-house functions in the Sydney CBD.

Reporting to the General Manager, you will shape the visitor journey, drive guest satisfaction, and develop high-performing teams while upholding safety, service standards and operational excellence across the attraction.