Job Description

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Ride & Experience Lead

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SEA LIFE Sydney Aquarium Darling Harbour

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At SEA LIFE Sydney Aquarium, we inspire guests to love and protect our oceans through unforgettable experiences. We are looking for an enthusiastic, people-focused and operationally driven Ride & Experience Lead to help deliver world-class guest experiences and support the day-to-day operation of one of Sydney's most iconic attractions. If you're passionate about leadership, guest satisfaction, operational excellence and creating memorable moments, we'd love to hear from you.

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About the Role

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As the Ride & Experience Lead , you will support the Guest Excellence Manager in ensuring the safe, smooth and effective daily operation of SEA LIFE Sydney Aquarium. You will lead and develop the Ride & Experience team while driving exceptional guest experiences, team engagement and operational performance. This is a hands-on leadership role that balances people management, operational delivery, commercial awareness and continuous improvement.

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What You'll Be Doing

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Guest Experience & Operations

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Champion exceptional guest service standards and help drive customer satisfaction and NPS performance.

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Lead the Ride & Experience team to deliver safe, engaging and memorable experiences.

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Support the development and delivery of seasonal and promotional guest experiences.

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Ensure all attraction areas are presented to the highest operational standards.

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Work collaboratively with Animal Care, Operations, Retail, Food & Beverage and Maintenance teams.

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Leadership & Team Development

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Lead, coach and develop a high-performing team through regular feedback and support.

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Drive team engagement initiatives and actively contribute to a positive workplace culture.

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Manage daily staffing requirements and operational deployment.

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Support recruitment, onboarding and training activities as required.

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Commercial & Business Performance

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Support labour and operational cost management.

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Assist with roster planning to meet both operational and financial objectives.

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Manage supplier relationships and contracts where applicable.

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Identify opportunities to improve operational efficiencies and guest satisfaction.

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Continuous Improvement

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Proactively identify opportunities to improve processes, products and guest experiences.

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Support the implementation of new operational initiatives and attraction enhancements.

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Contribute ideas that help elevate the overall guest journey and maximise revenue opportunities.

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About You

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We're looking for someone who is:

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A natural leader with experience motivating and developing teams.

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Passionate about delivering exceptional customer service.

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Confident managing operational challenges in a fast-paced environment.

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Highly organised with strong attention to detail.

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A proactive problem-solver who thrives on continuous improvement.

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An excellent communicator who can build strong relationships across departments.

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Comfortable handling guest complaints and resolving issues professionally.

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What You'll Bring

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Previous leadership or supervisory experience in attractions, tourism, hospitality, retail or a customer-focused environment.

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Strong stakeholder management and communication skills.

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Experience managing operational priorities and team performance.

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Sound understanding of health and safety requirements.





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A passion for creating memorable guest experiences.

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About Us
n Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussaud s , and Peppa Pig World of Play. We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.

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We're the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, WILDLIFE , Madame Tussauds, amongst others.

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Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 3 charities: Merlins Magic Wand, the SEA LIFE Trust, and the WILDLIFE Conservation Fund.
n So, if you are vibrant and passionate about delivering an amazing service within a outstanding company and in a team who loves what we do - then we want to hear from you!

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Merlin Entertainments strongly encourages application from all background, including people of Aboriginal and/or Torres Strait Islander decent.

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Why Join Merlin Entertainments?

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As part of Merlin Entertainments, you'll join a global leader in location-based entertainment and work alongside passionate individuals who are committed to creating magical experiences for millions of guests every year.

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You'll enjoy:

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Career development and progression opportunities.

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Access to Merlin Magic Passes and attraction discounts.

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Ongoing learning and development.

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A fun, dynamic and supportive team culture.

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The opportunity to make a real impact on guest experiences every day.

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Ready to Dive In?

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Apply now and help us create amazing experiences that inspire guests to connect with the world's oceans and marine life.

Pay Range Competitive

📌 Ride & Experience Lead (Sydney)
🏢 Merlin Entertainments
📍 Sydney