Guest Excellence Manager - Sydney Tower Eye

• Hours: Full-time, including weekends, public holidays and peak trading periods as required

• Champion a guest-focused culture that delivers world-class customer service and memorable visitor experiences.
• Drive continuous improvement in guest satisfaction metrics, Net Promoter Score (NPS), online reputation and mystery shopper results.
• Lead daily operational briefings and service excellence initiatives.
• Develop and implement service standards, procedures and operational improvements.
• Manage and resolve complex guest concerns, complaints and service recovery situations.

• Oversee all daily front-of-house operations including Admissions, Ticketing, Security, Visitor Services and Virtual Reality experiences.
• Ensure efficient guest throughput and queue management across all attraction entry points.
• Manage ticketing systems, scanners, kiosks and operational technology platforms.
• Monitor guest feedback channels and ensure timely resolution of guest enquiries.
• Conduct audits relating to ticketing, refunds, complimentary admissions and operational compliance.
• Maintain strong relationships with third-party partners, suppliers, landlords and security stakeholders.

• Lead the safe and efficient operation of the Sydney Tower Eye Skywalk experience.
• Ensure compliance with all operational, safety and emergency management procedures.
• Supervise Skywalk leaders, guides and operational teams.
• Monitor key performance indicators including capacity utilisation, guest satisfaction and operational efficiency.
• Oversee pre-operational safety checks, personal protective equipment requirements, weather assessments and emergency preparedness activities.

• Lead, coach, mentor and develop Duty Managers, Supervisors, Team Leaders and Guest Experience Hosts.
• Manage workforce planning, rostering and labour allocation to ensure operational requirements are met.
• Oversee recruitment, onboarding, training and competency development programs.
• Conduct performance reviews and manage employee relations matters, including investigations, attendance and performance management processes.
• Foster a positive, inclusive and highly engaged team culture.

• Analyse operational data and guest insights to identify opportunities for improvement.
• Support the development and implementation of new guest experience products and initiatives.
• Prepare and present operational reports, recommendations and performance metrics.
• Make timely operational decisions to ensure the smooth running of the attraction.
• Contribute to strategic planning and business improvement projects.

• Ensure compliance with all workplace health and safety legislation, operational policies and company standards.
• Maintain risk assessments, safe work systems and emergency response procedures.
• Act as Chief Fire Warden and First Aid Officer where required.
• Lead incident investigations and implement corrective actions.
• Promote a strong safety-first culture across all departments.

• Work collaboratively with Marketing, Events, Maintenance, Commercial and Operations teams.
• Ensure effective integration of systems, processes and people across Sydney attractions.
• Communicate operational updates and business priorities effectively across departments.

• Minimum 8-10 years' management experience within hospitality, tourism, attractions, entertainment, customer service or related operational environments.
• Demonstrated experience leading large, multi-functional customer-facing teams.
• Proven capability managing supervisors, duty managers and operational leaders.
• Exceptional stakeholder management and communication skills.
• Strong problem-solving and decision-making abilities within fast-paced operational environments.
• Experience managing guest experience programs and customer satisfaction outcomes.
• Sound understanding of workplace health and safety legislation and risk management principles.
• Experience with ticketing, scheduling, workforce management and operational systems.
• Advanced proficiency in Microsoft Office applications.
• Strong reporting, planning and operational analysis skills.
• Qualifications
• Relevant tertiary qualification in Hospitality Management, Tourism Management, Business Management or a related discipline preferred.
• Current First Aid qualification.
• Fire Warden or similar emergency management certification highly regarded.
• Demonstrated knowledge of Australian workplace health and safety requirements.

About the Benefits

• Opportunity to lead operations at one of Australia's premier tourism attractions.
• Career development within a globally recognised entertainment and attractions organisation.
• Supportive and collaborative leadership environment.
• Competitive remuneration package aligned to skills and experience.

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, and Peppa Pig World of Play.

We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.

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

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: Merlin's Magic Wand, the SEA LIFE Trust, and the WILDLIFE Conservation Fund.

So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do – then we want to hear from you!

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