Job Description

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

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The Opportunity
n 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.

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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.

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Key Responsibilities

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- Ensuring all Hosts follow the correct procedures outlined in the Guest Services Manual and deliver the highest quality service to guests.
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- Demonstrating customer service and safety as a top priority for both internal and external customers.
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- Resolving guest complaints promptly and following up to achieve positive business outcomes wherever possible.
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- Completing all reporting, administration duties and paperwork in a timely and professional manner.
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- Documenting and following up on noteworthy conversations, complaints and incidents on a daily basis.
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- Supporting recruitment and onboarding processes for Guest Services Hosts where required.
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- Monitoring Guest Services staffing levels to maintain exceptional guest service and operational efficiency.
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- Developing Guest Services Hosts through mentoring, coaching, performance reviews and disciplinary processes.
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- Maintaining team knowledge of park attractions, facilities, operational procedures and Emergency Response Team (ERT) requirements.
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- Performing a key role within the Emergency Response Team.
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- Building solid relationships with departmental supervisors and communicating operational updates.
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- Supporting Marine Sciences with Animal Adventures check-ins, bookings and reporting.
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- Completing regular check-ins with team members across all work locations and supporting escalated or challenging guest interactions.
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- Maintaining confidentiality when handling operational, guest, team member and meeting-related information.
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- Promoting a safe workplace by encouraging hazard and near-miss reporting, ensuring procedures are followed, and assisting with incident follow-up where required.
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What We're Looking For

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- Current Provide CPR HLTAID009 and Provide First Aid HLTAID011 qualifications, or ability to obtain and maintain as required
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- Quality customer service and problem-solving skills
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- Clear verbal and written communication
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- Highly developed interpersonal and conflict resolution skills
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- Thorough knowledge of the park's attractions, facilities, operational and ERT procedures
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- High level of Health & Safety knowledge and awareness
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- Experience in leading a team of people, motivating staff and maximizing performance levels
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- Comfortable working across indoor and outdoor environments and undertaking the physical requirements of the role
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📌 Guest Services Duty Supervisor - Sea World (Internal) (City of Gold Coast)
🏢 Village Roadshow
📍 City of Gold Coast