Sydney Terminal Operations Leader — Guest Experience

Journey Beyond; Sydney; On-site; AUD 150,000 - 210,000; Full time

Job summary

Journey Beyond is seeking an experienced and people-focused leader to take ownership of our Sydney Terminal operations. Reporting to the General Manager of The Indian Pacific, this role will lead multiple functions to ensure exceptional guest experiences from arrival to departure, coaching leaders, building capability, and driving strong commercial outcomes.

You will be hands-on, develop teams, and continuously improve the end-to-end guest journey while managing labour costs and operational

Qualifications

• Proven experience leading leaders in hospitality, tourism, transport, rail or other customer-focused operational environments
• Ability to balance people leadership, guest experience and commercial performance
• Experience managing labour costs, workforce productivity and operational budgets
• Strong operational judgement with decisive decision-making

Responsibilities

• Leading and developing leaders and frontline employees to create and maintain a high-performing culture
• Shaping and continuously improving the end-to-end guest experience across the terminal and touring operation
• Driving operational performance, readiness, workforce productivity and labour cost outcomes
• Partnering with touring teams and providers to ensure seamless, memorable off-train experiences
• Identifying and implementing improvements that enhance both guest satisfaction and operational efficiency
• Leading service recovery and operational decision making in a dynamic environment
• Building strong relationships across the business to bring iconic and premium Journey Beyond experiences to life

Job description

Journey Beyond is seeking an experienced and people-focused leader to take ownership of our Sydney Terminal operations. Reporting to the General Manager of The Indian Pacific, this role will lead multiple functions to ensure exceptional guest experiences from arrival to departure, coaching leaders, building capability, and driving strong commercial outcomes.

You will be hands-on, develop teams, and continuously improve the end-to-end guest journey while managing labour costs and operational