On‑Floor Team Leader — Elevate Guest Experiences

Journey Beyond; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Generous discounts on Journey Beyond旅行

Study Assistance Policy

Career progression opportunities

Job summary

Melbourne Skydeck at Journey Beyond is seeking a hands-on Team Leader to drive guest experiences and lead a frontline team at one of Melbourne’s iconic attractions. Reporting to the Operations Manager, you’ll coach on the floor, remove obstacles, and keep your team connected to delivering exceptional guest moments.

You will foster engagement, recognise achievements and ensure smooth daily operations while juggling recruitment, onboarding and development.

Qualifications

• Demonstrated experience leading, engaging and developing a team.
• Experience in tourism, attractions, hospitality or events, with a practical understanding of fast-paced guest operations.
• Strong communication, relationship-building and stakeholder management skills.
• Proven ability to prioritise, meet deadlines and manage competing operational demands.
• Responsible Service of Alcohol, First Aid and CPR, Safe Food Handling (or willingness to obtain).
• Knowledge of Melbourne and its surrounds (highly regarded).

Responsibilities

• Lead, coach and support our frontline team so they feel confident, valued & equipped to succeed
• Build team engagement through regular check-ins, open communication, recognition & genuine collaboration
• Create a positive, goal-focused culture where people share ideas, solve problems together and celebrate wins
• Champion brilliant guest service, stepping in to resolve enquiries and feedback with care & professionalism
• Keep daily operations running smoothly, from troubleshooting technical issues, to fostering effective communication across departments
• Support the employee journey from recruitment & onboarding, through to development, performance conversations and recognition
• Help achieve guest experience, employee engagement, and operational targets while maintaining WHS, RSA & emergency requirements

Skills

Team leadership

Guest service

Communication

Stakeholder management

Coaching

Job description

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Us

Melbourne Skydeck is the Southern Hemisphere’s highest observation deck, located in Southbank high above the Melbourne skyline. We offer sightseeing at its finest, with spectacular floor-to-ceiling 360-degree views of Melbourne – breathtaking by day, stunningly lit by night – it’s a tourists dream and a family favourite!

Melbourne Skydeck includes the largest Virtual Reality (VR) Theatre of its kind in the world, and is home to a world first, The Edge – this glass cube projects from the 88th floor of the Eureka Tower and suspends visitors almost 300 metres high above Melbourne!

About Journey Beyond

Journey Beyond is Australia's leading experiential tourism group, operating 35 brands across Australia and New Zealand that connect guests to the land and to each other. The group was formed in 2016 and now includes:

• Rail & Touring: Iconic trains: The Ghan, Indian Pacific, Great Southern, The Overland and Vintage Rail Journeys, the Murray Princess, Adelaide Sightseeing, premium small-group outback operator Outback Spirit and New Zealand coach tour specialist Grand Pacific Tours.
• Resorts & Lodges: Ayers Rock Resort, Kakadu Crocodile Hotel, Kingfisher Bay Resort and K'gari Beach Resort, Sal Salis Ningaloo Reef and Monarto Safari Resort.
• Experiences & Attractions: Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises, Journey Beyond Cruise Sydney, Melbourne Skydeck, Eureka 89, Alice Springs Telegraph Station, Exmouth Dive and Whalesharks Ningaloo, Mosman Gorge Cultural Centre, Captain Cook Cruises Sydney & Perth, Starship Sydney, The Jackson, Bells Functions, Swan Valley Tours, Red Cat Adventures, Whitsunday Jetski Tours, K'gari Explorer Tours, and Island Connections: Bruny Island, the Whitsundays, K’gari, Darwin -Mandorah, Tiwi Islands and Groote Eylandt.

About the Role

At Melbourne Skydeck, great guest experiences start with a supported, engaged and confident team. We’re looking for a hands-on Team Leader who loves bringing people together, helping them thrive and setting the pace for an engaging and memorable service at one of Melbourne’s most iconic attractions.

Reporting to the Operations Manager, you’ll be the approachable, visible leader your team can count on. You’ll spend time on the floor, remove roadblocks, coach in the moment and keep everyone connected to what matters most: looking after each other and giving every guest an exceptional Melbourne Skydeck experience.

In this role, you will:

• Lead, coach and support our frontline team so they feel confident, valued & equipped to succeed
• Build team engagement through regular check-ins, open communication, recognition & genuine collaboration
• Create a positive, goal-focused culture where people share ideas, solve problems together and celebrate wins
• Champion brilliant guest service, stepping in to resolve enquiries and feedback with care & professionalism
• Keep daily operations running smoothly, from troubleshooting technical issues, to fostering effective communication across departments
• Support the employee journey from recruitment & onboarding, through to development, performance conversations and recognition
• Help achieve guest experience, employee engagement, and operational targets while maintaining WHS, RSA & emergency requirements

This role works a rotating roster from Monday to Sunday, generally between 9:00am and 11:00pm, with flexibility outside these hours when required.

Bring the energy. Back your team. Make every guest’s visit one to remember.

Requirements

About You

You’re a people-first leader who knows that the best results come from a team that feels heard, trusted and supported. Calm under pressure and energised by a busy environment, you lead from the floor, communicate clearly and bring out the best in people with different strengths and backgrounds.

• You lead by example and are always ready to roll up your sleeves
• You build trust through consistency, empathy and honest communication
• You enjoy coaching, recognising great work and helping people grow
• You naturally put the guest at the centre of decisions and look for ways to make every visit special
• You’re organised, adaptable and comfortable balancing people, guest and operational priorities
• You bring fresh ideas, sound judgement and a practical approach to getting things done

Experience & Qualifications

• Demonstrated experience leading, engaging and developing a team
• Experience in tourism, attractions, hospitality or events, with a practical understanding of fast-paced guest operations
• Strong communication, relationship-building and stakeholder management skills
• Proven ability to prioritise, meet deadlines and manage competing operational demands
• Responsible Service of Alcohol
• First Aid and CPR
• Safe Food Handling (or willingness to obtain)
• Knowledge of Melbourne and its surrounds (highly regarded)

Ready to lift your team and the guest experience to new heights? Bring your leadership, energy and passion for people to Melbourne Skydeck.

A pre-employment medical and National Police Check may be required as part of this recruitment process.

Are you ready to join us? Your journey begins here!

To apply, please submit your resume, along with a Cover Letter telling us a little bit about you. If you have any questions about the position, please call James Watts – HR Advisor on 0456 223 ***.

Applications will close 23:59 on Sunday 18th October 2026.

As a Journey Beyond employee, you'll enjoy:

• Generous discounts on Journey Beyond travel and experiences
• An attractive salary and positive work environment
• Study Assistance Policy
• A career with opportunities for progression, transfers, and secondments

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