Help make every Melbourne Star experience one to remember!

From sunset celebrations and Happy Half Hour experiences to proposals with a view, Melbourne Star is looking for a hands on Guest Services Manager who brings energy, personality and a talent for sales.

You’ll be right where the action is: welcoming guests, coordinating special experiences and making sure cabins and staff are ready for every booking. Whether it’s a VIP celebration, corporate event or school visit, you’ll be the person guests and booking organisers can count on to keep everything running smoothly.

Working closely with our Operations Manager, you’ll take the lead on bringing these experiences to life. You’ll also be confident picking up the phone, following up enquiries and helping guests choose the perfect package to make their visit extra special.

About the Role

Create Memorable Guest Experiences

- Oversee guest relations, helping guests feel welcomed, informed and well looked after.
- Act as the onsite point of contact for VIP guests, Happy Half Hour bookings, groups, schools and corporate bookings.
- Welcome guests, coordinate seating and manage the flow from arrival through to boarding.
- Ensure cabins and package arrangements are ready in coordination with the operations and bar team.
- Resolve guest concerns promptly and professionally.

Drive Package Sales and Bookings

- Manage phone and email enquiries for packages, corporate bookings, schools, weddings, proposals and special occasions.
- Proactively call guests, follow up quotes and tentative bookings, and turn enquiries into confirmed sales.




- Understand each guest’s needs, preferences and budget, recommending packages and enhancements that suit their occasion.
- Confidently upsell relevant upgrades and additional services that add value to the experience.
- Take ownership of sales opportunities and work towards agreed sales and booking targets.
- Drive sales of merchandise, souvenir photos, food and beverages, recommending relevant extras that enhance each guest’s experience.
- Support staff to confidently sell products and identify upselling opportunities.
- Coordinate merchandise stocktakes, monitor stock levels and keep retail displays looking their best.
- Encourage guest reviews and manage feedback across Google, Tripadvisor and online travel agency platforms.

Keep Every Detail Organised

- Manage bookings, confirmations, special requests and guest communications.
- Process payments and deposits and follow up outstanding balances.
- Prepare and maintain accurate run sheets, ensuring staff understand upcoming bookings and their responsibilities.
- Respond to changes and coordinate solutions during busy service periods.

About you

You’re warm, confident and organised, with a natural ability to connect with people.



You enjoy delivering attentive service and have the initiative to pick up the phone, follow up an prospect and close a sale.

You’ll bring:

- Experience in hotels, hospitality, tourism, attractions, events, guest services or a similar environment.
- Strong sales skills, including following up leads, recommending packages and securing bookings.
- Professional communication skills over the phone, by email and in person.
- Excellent attention to detail and confidence managing bookings, payments and schedules.
- The ability to stay calm, solve problems and manage competing priorities.
- A collaborative approach and a willingness to be actively involved on the floor.

Working arrangements

Your regular working days will be Thursday to Monday, with rostered hours varying according to bookings and operational requirements.

Afternoon and evening availability is essential, along with flexibility around start and finish times. Weekend and public holiday work will be required as rostered.

Pay: From $38.00 per hour

Expected hours: 38.0 per week

Benefits:

- Employee discount

Application Question(s):

- Are you available to work Thursday to Monday, including afternoon and evening shifts, with start and finish times varying according to bookings?
- How would you encourage sales of packages, photos, merchandise, food and beverages while ensuring guests feel well looked after?
- Do you have any experience in Attractions or similar environment? Please elaborate on your experience

Work Location: In person

📌 Guest Services Manager (Docklands)
🏢 Melbourne Star Observation Wheel
📍 Docklands