Ride & Experience Lead

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

1d ago , from Merlin Entertainments Group

At SEA LIFE Sydney Aquarium, we inspire guests to love and protect our oceans through unforgettable experiences. We are looking for an enthusiastic, people-focused and operationally driven Ride & Experience Lead to help deliver world-class guest experiences and support the day-to-day operation of one of Sydney's most iconic attractions.If you're passionate about leadership, guest satisfaction, operational excellence and creating memorable moments, we'd love to hear from you.

About the Role

As the Ride & Experience Lead, you will support the Guest Excellence Manager in ensuring the safe, smooth and effective daily operation of SEA LIFE Sydney Aquarium. You will lead and develop the Ride & Experience team while driving exceptional guest experiences, team engagement and operational performance. This is a hands-on leadership role that balances people management, operational delivery, commercial awareness and continuous improvement.

What You'll Be Doing

Guest Experience & Operations

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.

Leadership & Team Development

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.

Commercial & Business Performance

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.

About You

We're looking for someone who is:

A natural leader with experience motivating and developing teams.

Passionate about delivering exceptional customer service.

Confident managing operational challenges in a fast-paced environment.

Highly organised with strong attention to detail.

A proactive problem-solver who thrives on continuous improvement.

An excellent communicator who can build strong relationships across departments.

Comfortable handling guest complaints and resolving issues professionally.

What You'll Bring

Previous leadership or supervisory experience in attractions, tourism, hospitality, retail or a customer-focused environment.

Strong stakeholder management and communication skills.

Experience managing operational priorities and team performance.

Sound understanding of health and safety requirements.

A passion for creating memorable guest experiences.

About Us

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, and Peppa Pig World of Play. We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.

We’re the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, WILDLIFE, Madame Tussauds, amongst others.

Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 3 charities: Merlins Magic Wand, the SEA LIFE Trust, and the WILDLIFE Conservation Fund.

So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do – then we want to hear from you!

Merlin Entertainments strongly encourages application from all background, including people of Aboriginal and/or Torres Strait Islander decent.

Why Join Merlin Entertainments?

As part of Merlin Entertainments, you'll join a global leader in location-based entertainment and work alongside passionate individuals who are committed to creating magical experiences for millions of guests every year.

Career development and progression opportunities.

Access to Merlin Magic Passes and attraction discounts.

Ongoing learning and development.

A fun, dynamic and supportive team culture.

The opportunity to make a real impact on guest experiences every day.

Ready to Dive In?