INTERNAL OPPORTUNITY
Guest Services Duty Supervisor - Higher Duties
$32.57–$33.84 (depending on experience)| Part Time
Sea World, Main Beach, Gold Coast

The Opportunity
We're seeking Expressions of Interest from individuals interested in expanding their responsibilities and taking on their next adventure as a Guest Services Duty Supervisor at Sea World .

This higher-duties opportunity will support the Guest Services Supervisor and oversee the day-to-day operation of the Guest Services Office and Animal Adventures Check-in Centre while helping deliver exceptional guest experiences.

Key Responsibilities

- Ensuring all Hosts follow the correct procedures outlined in the Guest Services Manual and deliver the highest quality service to guests.
- Demonstrating customer service and safety as a top priority for both internal and external customers.
- Resolving guest complaints promptly and following up to achieve positive business outcomes wherever possible.
- Completing all reporting, administration duties and paperwork in a timely and professional manner.
- Documenting and following up on noteworthy conversations, complaints and incidents on a daily basis.
- Supporting recruitment and onboarding processes for Guest Services Hosts where required.
- Monitoring Guest Services staffing levels to maintain exceptional guest service and operational efficiency.
- Developing Guest Services Hosts through mentoring, coaching, performance reviews and disciplinary processes.




- Maintaining team knowledge of park attractions, facilities, operational procedures and Emergency Response Team (ERT) requirements.
- Performing a key role within the Emergency Response Team.
- Building strong relationships with departmental supervisors and communicating operational updates.
- Supporting Marine Sciences with Animal Adventures check-ins, bookings and reporting.
- Completing regular check-ins with team members across all work locations and supporting escalated or challenging guest interactions.
- Maintaining confidentiality when handling operational, guest, team member and meeting-related information.
- Promoting a safe workplace by encouraging hazard and near-miss reporting, ensuring procedures are followed, and assisting with incident follow-up where required.

What We’re Looking For

- Current Provide CPR HLTAID009 and Provide First Aid HLTAID011 qualifications, or ability to obtain and maintain as required
- Quality customer service and problem-solving skills
- Transparent verbal and written communication
- Highly developed interpersonal and conflict resolution skills
- Thorough knowledge of the park’s attractions, facilities, operational and ERT procedures
- High level of Health & Safety knowledge and awareness
- Experience in leading a team of people, motivating staff and maximizing performance levels
- Comfortable working across indoor and outdoor environments and undertaking the physical requirements of the role

#J-18808-Ljbffr

📌 Guest Services Duty Supervisor - Sea World (Internal) (City of Gold Coast)
🏢 Village Roadshow
📍 City of Gold Coast