Shuttles Supervisor

Australia Zoo; Beerwah; On-site; AUD 70,000 - 90,000; Full time

Job summary

Australia Zoo is seeking a Shuttles Supervisor to lead the shuttle operations team. You will oversee daily activities, ensure guest service excellence, and coordinate rosters, timesheets, and staff training to maintain high safety and efficiency standards.

The role requires hands-on leadership, strong communication, and the ability to manage busy, high-pressure shifts while delivering an outstanding visitor experience.

Qualifications

• Customer service excellence and guest-focused approach.
• Clear communication with guests and team members.
• Ability to supervise daily shuttle operations and staff.
• Experience in rostering on-shift staff and timesheets.
• Mentoring and up-skilling shuttle team members.

Responsibilities

• Supervise daily shuttle operations and staff performance.
• Provide excellent guest service and handle enquiries.
• Organise staff rosters and monitor leave within the team.
• Coordinate duties, breaks and daily sheets for staffing needs.
• Conduct toolbox meetings to surface queries and concerns.
• Ensure shuttle buses and buggies operate to standard daily.
• Maintain safety checks and report issues to management.
• Drive shuttle or assist with transport as required when on shift.
• Assist with concierge duties and coordinate guest transport needs.
• Coordinate transfers for guests staying at the Crocodile Hunter Lodge.

Skills

Customer service

Communication

Team supervision

Roster planning

Staff training

Problem solving

Job description

An exciting opportunity has arisen for someone to join the Shuttles team as the ‘Shuttles Supervisor’!

Australia Zoo is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, race, sexual orientation, or religious belief. We provide specific workplace programs to support diversity and equal employment opportunities for women, people with disabilities and all cultural backgrounds.

As the Shuttles Supervisor, you oversee & co-ordinate the daily operations of the team. You are primarily responsible for implementing & devising procedures, creating rosters, processing timesheets, staff training, staff performance, reporting, equipment maintenance and the overall operations of the Shuttles team.

All staff in Shuttles need to be organised, practical and have excellent communication and interpersonal skills, as this role requires a high level of guest interaction. The ability to foresee and evaluate potential problems, and deal with the unexpected in a calm and efficient manner, is essential. The Shuttles Supervisor requires a high level of customer service and will be able to demonstrate keen attention to detail, and willingness to ensure the best experience for each Guest the team interacts with.

The successful candidate will have a demonstrated ability of integrity, honesty, flexibility, good energy levels and the ability to deal with fast paced and high pressure situations with ease. Mentoring and up-skilling staff is an important aspect of this role.

Duties Include:

• Supervise the daily running of the Shuttles department operations and its staff.
• Provide excellent customer service to guests at all times and assist with customer enquiries.
• Organise staff rosters and ensure staff are taking appropriate leave within the team.
• Coordinate the day sheet to allocate duties and ensure the team are having breaks at the appropriate times, remaining mindful of staffing requirements in particular areas.
• Hold and record morning toolbox meetings creating a proactive platform for staff to communicate any queries or concerns.
• Ensure the Jumping Pillow and Kids Rides area is serviced each day and at the high standard required, ensuring these areas are operational at the required times..
• Ensure the Cheetah Run and Grassland area is serviced at the standards required.
• Ensure policies and procedures are provided to all members of the department and hold accountability for the team to follow these.
• Ensure safety and maintenance daily checklists are completed and report any concerns to your line manager.
• Coordinate and when required drive the shuttle bus and/or buggies including host duties ensuring safety and professionalism at all times.
• Assist with concierge duties, such as: greeting guests, assisting with zebra crossings, coordinating traffic and liaising with Senior Management regarding incoming and outgoing traffic.
• Assist guests with arranging public transport and coordinating bus pick up/drop off times to suit guests.
• Remain contactable at all times during on-shift time via the digital radios provided.
• Coordinate Bus transfers for guests staying at the Crocodile Hunter Lodge.
• Ensure appropriate transport is arranged for Platinum tours when required.
• Hold current HR Driver’s Licence.
• Available to work weekends, public holidays, and school holiday periods.