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 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

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
• 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 ensuring an effective supply chain
• Overseeing the financial performance of areas within scope of this position including budget management, consumable costs per guests, 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

As the ideal candidate you will have proven experience in a similar high-end hospitality or experiential tourism role, with a strong knowledge of guest experience management and industry trends. You will be passionate about driving the business to deliver on our purpose of “Sharing Special Places, Shaping Lasting Memories”.

You will also have the following skills/attributes:

• Qualifications in Hospitality, Tourism, Food and Beverage or related discipline (desirable)
• Strong leadership skills with the ability to positively influence and align staff to the business priorities
• High attention to detail with a strong drive for change and continuous improvement
• Exceptional communication and interpersonal skills, with strong relationship building attributes and the ability to handle challenging situations with professionalism
• Resilient, proactive problem solver, able to work effectively under pressure and in a fast-paced environment
• Strong organisational and time management skills, prioritising and managing multiple tasks effectively
• Flexibility to work across weekdays, weekends and public holidays as required

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

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