Guest Experience Manager | Rail

Journey Beyond; Keswick; On-site; GBP 42,000; Full time

Job summary

A leading experiential tourism company in the UK is seeking a Guest Experience Manager to oversee high-end hospitality aboard luxury trains. The role involves managing guest satisfaction, supervising staff, and ensuring safety compliance, with a salary of $85,259. Ideal candidates will have strong leadership skills in hospitality and experience in luxury accommodation settings.

Benefits

Generous discounts on travel and experiences

Attractive salary

Study Assistance Policy

Career progression opportunities

Employee Referral Policy

Private Health discounts

Employee Assistance Program

Discounts on merchandise

Parental Leave Program

Purchased Leave Policy

Qualifications

• Proven leadership experience in hospitality or tourism settings.
• Strong conflict resolution and customer service skills.
• Expertise in safety and risk management.

Responsibilities

• Lead the delivery of five-star guest experiences.
• Supervise onboard crew to ensure top hospitality standards.
• Act as first contact for guest feedback and resolution.

Skills

Strong leadership in hospitality or tourism environments

Exceptional customer service and conflict resolution skills

Knowledge of safety, fatigue, and risk management procedures

Ability to motivate teams and maintain high morale

Strong organisational and rostering skills

Experience in luxury or experiential accommodation settings

Job description

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

About Us

Our Rail Division, previously known as Great Southern Rail (“GSR”) operates Australia’s iconic rail journeys, The Ghan, Indian Pacific, The Overland and Great Southern.

There are very few global journeys considered national treasures, but our trains are, without question, iconic Australian experiences. From the moment our guests (and potentially you!) step aboard these legendary trains, you can feel it – a spirit of adventure and a sense of something very special about to unfold.

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 17 brands spanning the country, connecting guests to the land, and to each other. Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, The Paspaley Pearl Farm Tour, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys: The Telegraph Station in Alice Springs and Monarto Safari Resort.

Joining the Journey Beyond family, you will play an integral role in supporting our business as we continue to share special places and shape lasting memories for our guests.

About The Role

As the Guest Experience Manager aboard our trains, a luxury transcontinental train, the role is responsible for leading and coordinating the delivery of high-end hospitality and guest services in a unique mobile accommodation and restaurant setting. This role will attract an annual salary of $85,259 and includes managing guest satisfaction, ensuring safety compliance, supervising service teams, supporting staff development, and coordinating operations across onboard and off-train experiences.

About You

You will possess the following skills and attributes:

• Strong leadership in hospitality or tourism environments
• Exceptional customer service and conflict resolution skills
• Knowledge of safety, fatigue, and risk management procedures
• Ability to motivate teams and maintain high morale
• Strong organisational and rostering skills
• Experience in luxury or experiential accommodation settings

Key responsibilities will include:

• Lead the delivery of an exceptional five-star guest experienceacross onboard accommodation and dining services, as well as off-train hosted eventsin remote regional settings.
• Supervise and coordinateonboard crew in collaboration with the Food and Beverage team to ensure the highest standard of hospitality services.
• Act as the first point of contact for guest feedback, resolving issues promptly and liaising with cross-functional teams to ensure customer satisfaction.
• Promote a strong safety cultureby ensuring all hazards and incidents are reported, investigated, and escalated in accordance with policy.
• Conduct regular onboard leadership presence, engaging with staff and guests to ensure consistent service standards, gather feedback, and drive continual improvement.
• Support the recruitment, training, and professional developmentof hospitality staff, including mentoring new team members and managing team morale during challenging periods.
• Plan and manage daily crew rosters and staffing hours, ensuring adequate coverage while maintaining compliance with fatigue management protocols.
• Oversee inventory reviews and stock levelsto ensure the availability of essential hospitality and guest supplies.
• Collaborate with management to maintain smooth operations and uphold the premium brand of The Ghan as part of Journey Beyond’s luxury travel portfolio.

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• An attractive salary
• Study Assistance Policy
• A career with opportunities for progression, transfers, and secondments
• Employee Referral Policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Parental Leave Program
• Purchased Leave Policy

How to Apply

If you are interested in this role, click 'apply now' to forward an up-to-date copy of your CV. Your Rail Journey starts here!

Apply now. Join us!