Operations Manager, Guest Experience | Horizontal Falls

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 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 an ambassador of the incredible experiences that we bring to life, the Operations Manager, Guest Experience is responsible for creating and leading memorable guest experiences and ensuring unforgettable moments for our guests. This is a Broome based senior leadership position, responsible for the delivery of the touring Guest Experience. This includes the overall management of guest service delivery on the Pontoon, provision of Guest and Crew Catering and coordination of Guest Land Transportation.

Key responsibilities include:

• Leading a team of Guest Experience, Catering and Transport staff across our pontoon & land-based operations, providing guidance and support to ensure effective planning, coordination and exceptional service delivery
• In collaboration with HR, managing the recruitment, induction, training and ongoing performance/development of direct reports
• Collaborating with Marine & Aviation departments within the business & third parties to ensure smooth operations and consistent delivery of exceptional service
• Maintaining relationships with key suppliers and partners relating to the pontoon or land-based operations while also ensuring effective supply chain management
• Overseeing the financial performance of areas within scope of this position including budget management, consumable costs per guests, ancillary revenue extending to merchandise & beverage sales, effective rostering/resource allocation and cost control measures
• Ensuring a high degree of food service delivery to HACCAP standards and adherence to RSA principles
• Proactive involvement in the management of Net Promoter Scores (NPS) through analysis of performance by tour product
• Monitoring guest feedback and reviews, proactively addressing any issues or concerns raised, in addition to identifying trends and areas for improvement
• Developing and implementing strategies to enhance the overall guest experience and drive customer satisfaction
• Developing, implementing and reviewing standard operating procedures to optimise and streamline operational processes
• Fostering a positive work environment, promoting a culture of teamwork, collaboration, and professionalism

About You

The ideal candidate will be passionate about guest service delivery, have a strong leadership presence and thrive in a fast-paced environment. Your commitment to fostering a positive team culture and enhancing the guest experience will be critical to your success in this role.

The successful candidate will demonstrate:

• Experience in a guest service or operations management role within the tourism or hospitality industry
• Qualifications in Hospitality, Tourism, Food and Beverage or related discipline (desirable)
• Proven ability to lead, motivate and positively influence and align staff to the business priorities
• Exceptional communication and interpersonal skills, fostering strong relationship building attributes
• High attention to detail with a strong drive for continuous improvement
• Resilient, proactive problem solver, able to work effectively under pressure maintaining professionalism
• Strong organisational and time management skills, prioritising and managing tasks effectively
• Flexibility to work across weekdays, weekends and public holidays as required

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• Study Assistance Policy
• 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

If you are passionate about delivering exceptional guest experiences and thrive in a dynamic environment, we would love to hear from you. Apply now!