Senior Guest Experience Manager | Rail

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 opportunity:

Due to internal promotion, we have an exciting opportunity for a Guest Experience specialist. This exciting newly created role will report to the Executive General Manager - Rail, and be responsible for driving and curating amazing guest experiences across Journey Beyond Rail, through the development of experiences and the monitoring and improvement of existing Rail experiences. 

This role requires collaboration across the Rail leadership team, working in partnership through consultative relationships with the train General Managers.

This position is full-time and requires frequent travel to review our experiences regularly.

You will be responsible for:

• Partnering with operations and product development teams to curate unique and amazing experiences through the development and enhancement of new and existing Tours and Experiences.
• Create magical and memorable moments for our guests in consultation with our train General Managers.
• Upskill, develop, coach and provide expert matter knowledge to the Guest Experience Managers on train.
• Maintain deep knowledge of emerging industry and societal trends, competitor awareness and apply innovation and creativity to develop guest experiences to retain and recruit guests today and tomorrow. 
• Design and deliver exceptional experiences across amenities, such as food and beverages, interiors and furnishings and experiences that differentiate us and enhance our unique products. 
• Identify gaps in our service delivery to ensure improvements are suitable, implemented and issues resolved appropriately in consultation with our train General Managers.
• Conduct regular reviews and provide ongoing feedback on product execution across all of our train journeys.
• Create meaningful feedback and analysis mechanisms to capture and act on our guest’s valuable feedback. (e.g., NPS, Guest Surveys).

To be successful in this position you will have significant experience in a related operational/hospitality position coupled with solid experience in the tourism and hospitality sector.

You will have demonstrated the capability to develop strategies and the ability to operationalise, to improve and impact guest experience. You will be driven, determined, results-focused with the ability to communicate effectively with a range of stakeholders. Importantly, you will be passionate about what we do, with a strong guest focus.

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
• Subsidised Gym Membership
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Flexible working environment

 How to Apply

This is an amazing opportunity to work in a dynamic, growing tourism business. If this sounds like the opportunity you have been waiting for and you feel you have the right skills and experience, we would love to hear from you.

Apply now. Join us!