About National Trust Queensland and Currumbin Wildlife Sanctuary

The National Trust of Australia (Queensland) (NTAQ) is a membership-based, environmental charity that connects people to significant places, collections, and stories. NTAQ manages a diverse portfolio of wildlife, tourism and heritage assets, including Currumbin Wildlife Sanctuary and the award-winning Astra Lumina night walk experience. As one of Queensland’s earliest nature-based tourist destinations and in the Queensland Tourism Awards Hall of Fame, the Sanctuary is a physical embodiment of NTAQ’s mission: to conserve and advance our natural and cultural heritage for future generations.

As we continue to grow visitation, membership and visitor experiences across Currumbin Wildlife Sanctuary and Astra Lumina, we are seeking an experienced operational leader to oversee the end-to-end guest journey and inspire a culture of service excellence.

About the Role

This is a significant leadership chance for a guest-focused operations professional who thrives in dynamic, high-volume visitor environments. As Head of Visitor Operations, you will be responsible for leading all frontline visitor experiences across Currumbin Wildlife Sanctuary and Astra Lumina, ensuring every guest interaction reflects the quality, professionalism and values of our organisation.

Leading admissions, membership, guest services, entertainment and frontline operations, you will be responsible for delivering a seamless and memorable visitor experience from arrival through to departure. You will balance operational efficiency, team performance, guest satisfaction and commercial outcomes while ensuring the highest standards of safety and service delivery.

Working closely with leaders across wildlife, tourism, events, marketing and commercial operations, you will drive continuous improvement initiatives,



optimise visitor flow and identify opportunities to enhance both guest experiences and operational performance.

As the primary escalation point for guest-related matters and the designated Duty Manager for visitor operations, you will provide visible leadership during peak periods, major events and operational incidents, ensuring effective decision-making, service recovery and operational continuity.

Most importantly, you will help create exceptional visitor experiences that drive visitation, membership growth and commercial performance, while supporting NTAQ's purpose of conserving and advancing Queensland's natural and cultural heritage for future generations.

About You

You are a visible and engaging operational leader who understands that great visitor experiences are delivered through empowered teams, strong systems and exceptional service standards. You bring experience leading large frontline teams within complex, high-volume environments and have a genuine passion for creating memorable customer experiences. You will ideally bring:

- Significant experience leading guest services, visitor operations or customer experience functions.
- Strong leadership capability with experience building high-performing teams.
- A track record of improving service standards, operational efficiency (TC1)and visitor satisfaction.
- Strong technical capability and a digital-first mindset, with experience using point-of-sale systems, ticketing platforms, workforce rostering and budget management.
- Sound commercial and financial acumen, including workforce planning and budget management.
- Exceptional communication,



stakeholder management and decision-making skills.
- Experience managing incidents, operational escalation and service recovery.
- A commitment to continuous improvement and creating exceptional guest experiences.
- The ability to work flexibly, including weekends, public holidays and peak tourism periods.
- Comfortable working in an outdoor environment, in all weather conditions, with substantial walking in a workplace that includes native wildlife such as birds and reptiles.
- Current First Aid, RSA, RMLV and Queensland Security Licence qualifications are highly desirable. Training may be provided for the successful candidate where required.
- Current Blue Card and Police Check, or willingness to obtain one prior to commencement.

What we can offer

Just as our mission is to protect, conserve and celebrate Queensland's environmental, built and cultural heritage, we are equally committed to ensuring our team members are supported, developed and celebrated. We offer current and future team members:

- Benchmarked Salary
- Free On-Site Parking
- Tertiary Education Partners for access to recognised Qualifications
- Retail and food & beverage discounts
- Flexible work arrangements where operationally appropriate
- NTAQ Team Member Card offering unlimited entry to Currumbin Wildlife Sanctuary and other National Trust sites in Queensland, and generous retail & food & beverage discounts.
- Currumbin Wildlife Sanctuary Family & Friends Passes
- Access to Fitness Passport
- The opportunity to work within a purpose-led organisation making a genuine difference for wildlife, conservation and heritage

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📌 Head of Visitor Operations (City of Gold Coast)
🏢 Currumbin Wildlife Sanctuary
📍 City of Gold Coast