Guest Relations & Ticketing Manager

Luna Park Melbourne; Melbourne; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Staff benefits

Team recognition programs

Job summary

Luna Park Melbourne is seeking a confident leader to oversee the Ticket Office, Cash Office and Guest Relations, delivering exceptional service and efficient operations.

You will build a capable team, manage Siriusware and Accesso ticketing systems, handle escalations, and drive operational excellence across events and peak periods.

Qualifications

• Previous experience in a customer service, guest relations or operational leadership role.
• Strong communication, problem-solving and conflict resolution skills.
• Experience leading, coaching and developing a team.
• POS and ticketing system experience, preferably Siriusware and Accesso.
• Understanding of cash handling, reconciliation and reporting procedures.
• Proficient in Microsoft Office, with strong organisational skills and attention to detail.
• Availability to work weekends, public holidays and peak trading periods.

Responsibilities

• Oversee Ticket Office, Cash Office and Guest Relations functions and lead your team to deliver exceptional customer service.
• Manage ticketing systems, operations, cash handling, reconciliation and reporting.
• Maintain operational standards, safety and compliance across the department.
• Partner with Operations, Marketing and Events on event ticketing, group bookings and parties.
• Roster management, timesheets and departmental administration.
• Guide ongoing evolution and transformation of the guest-facing department.

Skills

Leadership

Customer service

Communication

Problem solving

Conflict resolution

Team development

Education

Tools

Siriusware

Accesso

Job description

Reporting to the Operations Manager, you will oversee the Ticket Office, Cash Office and Guest Relations functions, leading your team to deliver exceptional customer service while ensuring efficient operations, accurate cash handling and compliance with company policies and procedures.

You will play a key role in managing guest complaints and escalations, overseeing ticketing systems, and working with internal departments to improve the guest experience.

In addition to the above, this leadership position will play a key role in guiding the ongoing evolution and future transformation of this commercially focused, guest-facing department.

About the Role

Manage and maintain the relationship between Luna Park Melbourne and our designated Ticketing Client Manager, including oversight of the ongoing management, maintenance and configuration of our ticketing control management solution.

Recruit, train, lead and develop the Ticket Office and Guest Relations team.

Ensure exceptional customer service and professionally manage guest complaints and escalations.

Oversee ticket sales, POS operations, cash handling, reconciliation and reporting.

Manage ticketing products, system administration and reporting.

Work with Operations, Marketing and Events on special event ticketing, group bookings and parties.

Maintain operational standards, safety and compliance.

Manage rosters, timesheets, attendance and other departmental administration.

About You

We're looking for a confident and approachable leader who enjoys building capable teams and creating memorable guest experiences.

Previous experience in a customer service, guest relations or operational leadership role.

Strong communication, problem-solving and conflict resolution skills.

Experience leading, coaching and developing a team.

POS and ticketing system experience, preferably Siriusware and Accesso.

Understanding of cash handling, reconciliation and reporting procedures.

Proficient in Microsoft Office, with strong organisational skills and attention to detail.

A positive, hands-on approach and the ability to thrive in a fast-paced environment.

Availability to work weekends, public holidays and peak trading periods.

This is more than just an operations role—it's an opportunity to help create unforgettable memories for hundreds of thousands of guests every year.

Working at one of Melbourne's most iconic attractions.

A supportive and collaborative leadership team.

Opportunities to influence operational improvements and new initiatives.

Ongoing leadership development and professional growth.

A dynamic workplace where every day is different.

Staff benefits and team member recognition programs.