INTERNAL OPPORTUNITYGuest Services Duty Supervisor - Higher Duties$*****–$***** (depending on experience)| Part TimeSea World, Main Beach, Gold CoastThe OpportunityWe'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 ResponsibilitiesEnsuring 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 solid 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 ForCurrent Provide CPR HLTAID009 and Provide First Aid HLTAID011 qualifications, or ability to obtain and maintain as requiredQuality customer service and problem-solving skillsClear verbal and written communicationHighly developed interpersonal and conflict resolution skillsThorough knowledge of the park's attractions, facilities, operational and ERT proceduresHigh level of Health & Safety knowledge and awarenessExperience in leading a team of people, motivating staff and maximizing performance levelsComfortable 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) (Gold Coast)
🏢 Village Roadshow
📍 Gold Coast