Be a part of sharing special places and shaping lasting memories with Australia's leading experiential tourism business. About Us Horizontal Falls Seaplane Adventures is proud to be the region's most awarded, experienced, and longest running tour operator as we offer the widest range of day trips and luxury overnight adventure tours to the spectacular Horizontal Falls and the scenic surrounds.
Off the back of a bumper season with plans to make each year bigger and better… we're inviting you to come along for the journey.
About Journey Beyond Australia's leading experiential tourism group, Journey Beyond, is privileged to operate 14 brands spanning the country, connecting guests to the land, and to each other. Headquarters in Adelaide, Journey Beyond's impressive tourism brands include iconic trains The Ghan, Indian Pacific, Great Southern and The Overland; premium small-group outback operator Outback Spirit; the historic Telegraph Station, barefoot luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Horizontal Falls Seaplane Adventure, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; and our tallest members, Melbourne Skydeck and Eureka 89.
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 Reporting to the Operations Manager, Guest Experience, the Guest Experience Manager is pivotal in ensuring an outstanding guest experience from the moment guests embark our fleet of seaplanes and arrive at our pontoon, located beside the natural phenomenon of the Horizontal Falls.
Key responsibilities will include:
Oversee and uphold a high standard of service delivery, focusing on guest interaction, food and beverage service and housekeeping on the pontoon Actively manage and enhance Net Promoter Scores (NPS) through exceptional guest service and guest engagement Collaborate closely with the operations and aviation teams as required to ensure seamless product delivery Serve as the primary point of contact on the pontoon for guest feedback and address any issues that may arise Lead, mentor and support a team of guest experience and catering staff in daily operations, fostering a positive and productive work environment Manage staff workflow and scheduling, reviewing processes to identify and implement efficiencies Conduct regular staff briefings and perform routine checks on uniform, grooming and overall presentation Assist in managing stock, including ordering and conducting regular stocktakes Oversee compliance with Responsible Service of Alcohol (RSA) and liquor licensing requirements across the pontoon Ensure adherence to food health and safety standards throughout food processing areas on the pontoon Promote a strong safety culture by ensuring incidents and hazards are promptly reported and investigated Engage actively in continuous improvement initiatives to enhance the guest experience About You To be successful in this role, you will possess qualifications in Hospitality or Tourism, along with proven experience in a similar high-end hospitality or experiential tourism role. As a mature and effective leader, you will have the ability to inspire and motivate a high-performing team. Your passion for driving the business will align with our purpose of "Sharing Special Places, Shaping Lasting Memories".
You will also bring:
Exceptional communication skills for engaging with both guests and internal colleagues Strong computer and administrative abilities, with a keen attention to detail and high standards of delivery Resilience and the capability to thrive in a fast-paced environment, managing multiple tours, activities, staff and job roles simultaneously A valid First Aid Certificate, CPR, WA RSA, WA Approved Manager and a Food Handlers Certificate Successful candidates are required to provide a current National Police Clearance. 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 Parental Leave program Purchased Leave policy Private Health discounts Employee Assistance Program Discounts on Journey Beyond merchandise Salary sacrifice remote area benefits This is a unique role where you will be living and working "swings" of 10-12 days at our pontoon and then returning to Broome for 3-4 days off. This role is being offered on a seasonal basis, from February to November 2025. If this sounds like an opportunity suited to you, apply now!