Visitor Experience Coordinator

KBH Solutions; Sydney; On-site; AUD 85,000 - 90,000; Full time

Benefits offered by this job

Performance bonus opportunities

Flexible roster options

Job summary

KBH Solutions in Sydney is seeking a proactive Visitor Experience Coordinator to be the heartbeat of a busy attraction. You will link Sales, Operations and frontline teams to ensure guests, schools, tour groups and event attendees enjoy a seamless and memorable experience from arrival to departure.

In this hands-on role you will manage daily run sheets, briefings and customer enquiries, while spotting opportunities to boost revenue through upgrades and add-ons.

Qualifications

• Experience in visitor attractions, tourism, events or a similar customer-focused environment.
• Strong customer service mindset with enthusiasm for creating memorable experiences.
• Commercial awareness with ability to identify revenue opportunities.
• Confident communicator able to influence and build relationships at all levels.
• Highly organized with keen attention to detail.
• Experience using CRM systems and managing customer data.
• Calm under pressure with a proactive, energetic approach.
• Able to coordinate multiple priorities in a dynamic setting.

Responsibilities

• Coordinate daily delivery of visitor experiences, events and encounters.
• Maintain communication with Sales and Operations on bookings and updates.
• Oversee daily event schedules and ensure smooth execution.
• Be highly visible on the floor, engaging with guests and groups.
• Identify opportunities for upgrades and upselling.
• Manage customer enquiries and resolve issues professionally.
• Maintain accurate customer data and booking records in CRM.
• Collaborate across departments to ensure exceptional service.
• Monitor service standards and seek improvements to the visitor journey.

Skills

Guest service

CRM experience

Communication

Event coordination

Sales awareness

Tools

CRM software

Job description

Do you thrive in a fast-paced customer environment where no two days are the same? Are you passionate about delivering exceptional guest experiences while driving commercial outcomes?

We are seeking an energetic and highly organised Visitor Experience Coordinator to join a leading visitor attraction in Western Sydney. This is a hands-on role where you will be at the centre of the action, ensuring guests, schools, tour groups and event attendees enjoy a seamless and memorable experience from arrival to departure.

About the Role

As the Visitor Experience Coordinator, you will act as the key link between Sales, Operations and frontline teams, ensuring clear communication, smooth event delivery and outstanding customer service. You'll be highly visible throughout the attraction, proactively engaging with guests and supporting the successful execution of daily activities, events and special encounters.
You will take ownership of daily event run sheets, coordinate team briefings, manage customer enquiries and resolve issues efficiently, while identifying opportunities to enhance the visitor experience and drive additional revenue through upgrades and upselling opportunities.

Key Responsibilities

• Coordinate and oversee the daily delivery of visitor experiences, events and encounters
• Maintain regular communication with Sales and Operations teams regarding bookings, updates and operational requirements
• Manage daily event schedules and ensure all activities are executed smoothly
• Be highly visible on the floor, engaging with guests, schools, tour groups and event customers
• Identify opportunities for upgrades, add-on experiences and upselling initiatives
• Manage customer feedback, enquiries and issue resolution professionally and efficiently
• Maintain accurate customer information and booking records within the CRM system
• Build strong relationships across multiple departments to ensure exceptional service delivery
• Monitor service standards and continuously seek opportunities to improve the customer journey

About You

• Experience in visitor attractions, tourism, events, customer experience or a similar environment
• Strong customer service skills with a genuine passion for creating memorable experiences
• Commercially minded with the ability to identify revenue-generating opportunities
• Confident communicator with the ability to influence and build relationships at all levels
• Highly organised with excellent attention to detail
• Experience using CRM systems and managing customer data
• Natural problem-solver who remains calm under pressure
• High energy, positive attitude and a proactive approach to work
• Ability to coordinate multiple priorities in a dynamic environment

What's on Offer?

• Join a well-known and respected visitor attraction
• Competitive salary package of $85,000 - $90,000 + Super
• Performance bonus opportunities
• Flexible roster options: Monday to Friday or Tuesday to Saturday
• A dynamic and engaging work environment where no two days are the same
• Opportunity to make a genuine impact on the visitor experience

If you're a customer-focused professional who combines exceptional service with strong commercial awareness and loves being at the heart of operations, we'd love to hear from you.