Raging Waters Sydney is the place to make lifetime memories. Offering water slides, attractions and one of the biggest wave pools - Sydney’s biggest water park has something for everyone.

About the Role:

The Guest Experience Coordinator is responsible for managing and coordinating the activities of the Guest Experience team to ensure exceptional service delivery. This role involves overseeing daily operations, implementing service improvement initiatives, and acting as a liaison between guests and management. The Guest Experience Coordinator ensures that all guest interactions are handled efficiently and professionally, enhancing overall guest satisfaction. This includes call centre, guest services, retail and admissions teams.

Roles & Responsibilities

Team Management:

Oversee the daily operations of the Guest Experience team in Call Centre, front gate (including admissions and retail) and in-park Guest Services.

Schedule and assign tasks to team members, ensuring optimal coverage during all shifts.

Monitor team performance and provide coaching and feedback to improve service delivery.

Guest Service Excellence:

Ensure that guests receive timely and accurate information both over the phone and in person.

Handle escalated guest issues and complaints, ensuring a satisfactory resolution.

Maintain a high standard of professionalism in all guest interactions.

Operational Coordination:

Develop and implement procedures to improve operational efficiency and guest service quality.

Ensure all guest interactions and issues are recorded accurately and follow proper protocols.

Coordinate with other departments to ensure seamless guest experiences.

Training and Development:

Develop and deliver training programs for new hires and ongoing training for existing staff.

Ensure team members are knowledgeable about all tickets, experiences, and promotional offers.

Foster a culture of continuous learning and professional development.

Administrative Duties:

Ensure all administrative tasks are completed accurately and on time.

Maintain records of guest interactions, feedback, and resolutions.

Prepare reports on team performance and guest satisfaction for management review.

Facility Management:

Ensure all guest service areas, offices, and desks are clean, organized, and welcoming.

Manage lost property, assist with lost children, and address any in-park issues.

Support special events and activities, ensuring they run smoothly and guests have a positive experience.

Collaboration:

Work closely with the Guest Services, Admissions and retail Team Leaders, Sales & Marketing Director, and other members of the Management Team.

Collaborate with other departments to develop and implement guest experience initiatives.

Act as a liaison between guests and management to communicate feedback and improve service delivery.

Oversight of front gate areas (retail, admissions, guest service) as required.

Front Gate Management:

Lead day to day operations of the Admissions, Call Centre, Guest Services and Retail teams.

Workplace Health & Safety (WHS):

Follow and comply with Work Health Safety policies, procedures and guidelines.

Correctly use all safety and personal protective equipment

Act as a role model by demonstrating safe work behaviours.

Report WHS incidents, injuries and safety activities to your direct Manager and First Aid at the time it occurs.

Promote proactive hazard/ near miss reporting. Report any hazards or near-miss incidents to your direct Manager and the People & Culture Director.

Attend Work Group Meetings to discuss and promote safety.

Requirements

Skills:

Customer service skills.

Effective communication skills and competency in conflict resolution.

Guest Service experience with effective communication skills and competency in conflict resolution.

Be able to handle multiple priorities simultaneously.

Ability to interact in a professional and positive manner.

Strong time management and organisational skills with attention to detail.

Analytical problem-solving skills.

Professional and friendly disposition with an ability to work under pressure, multi-task and meet deadlines.

Experience:

Experience in leading a team

Experience in point-of-sale systems

Microsoft Office (Excel, Word, Outlook, Power point)

Utilizing equipment such as a computer and two-way radio

Answering and managing incoming calls

Any other relevant comments:

Fluent in English.

Flexible availability (weekends, holidays).

Physically fit and capable of working in various weather conditions.

Must follow company policies, code of conduct, and safety regulations.

Benefits of Working with Us at Raging Waters Sydney

As a valued team member, you’ll enjoy a range of great perks, including:

Free Admission to Raging Waters Sydney

Ticket Incentive Program – Share the fun with family and friends

Food and Retail Discounts across the park

📧 For more information:
Email us at [email protected]

📄 Ready to apply?

Apply online through the Raging Waters Sydney website employment page. Click the Link

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