Guest Experience Leader - Iconic Attraction

Merlin Entertainments; Sydney; On-site; AUD 80,000 - 92,000; Full time

Job summary

Merlin Entertainments is seeking a dynamic Guest Excellence Manager to lead front‑of‑house and guest experience across one of Australia’s premier attractions in Sydney. You will champion a guest‑focused culture, drive service excellence and manage Admissions, Ticketing, Security, Skywalk and VR operations.

The role requires 8–10 years in hospitality/attractions with strong leadership and safety credentials. A tertiary qualification in Hospitality/Management and First Aid are preferred.

Qualifications

• Minimum 8-10 years' management experience in hospitality, tourism or related operations.
• Experience leading large, multi-functional customer-facing teams.
• Strong stakeholder management and communication skills.
• Knowledge of workplace health and safety requirements.
• Experience with ticketing, scheduling and workforce management.
• Fire Warden or emergency management certification is advantageous.

Responsibilities

• Lead guest-excellence operations and drive world-class service.
• Oversee Admissions, Ticketing, Security, Visitor Services and VR experiences.
• Monitor guest satisfaction metrics and implement improvements.
• Manage staffing, rostering and training across front-of-house teams.
• Ensure safety, compliance and emergency procedures are followed.

Skills

Guest experience leadership

Stakeholder management

Team leadership

Operational excellence

Communication

Education

Bachelor's or higher in Hospitality/Management

Tools

Microsoft Office

Job description

Merlin Entertainments is seeking a dynamic Guest Excellence Manager to lead front‑of‑house and guest experience across one of Australia’s premier attractions in Sydney. You will champion a guest‑focused culture, drive service excellence and manage Admissions, Ticketing, Security, Skywalk and VR operations.

The role requires 8–10 years in hospitality/attractions with strong leadership and safety credentials. A tertiary qualification in Hospitality/Management and First Aid are preferred.