Job Overview
Great Ocean Road Coast and Parks Authority is responsible for protecting and managing one of Australia's most iconic coastal landscapes. We care for parks, reserves and marine environments along the Great Ocean Road, including internationally recognised visitor sites. Working closely with Traditional Owners, communities and stakeholders, we protect environmental, cultural and heritage values while supporting sustainable visitation and long‐term conservation.
Twelve Apostles Visitor Experience Manager is a key leadership role responsible for delivering exceptional, safe and engaging visitor experiences across one of Australia's most iconic destinations.
Job Type: Full Time
What You'll Do
* Lead day‐to‐day operations across the Visitor Centre and precinct, including visitor services, ticketing, parking, tours, events and site presentation.
* Act as Duty Manager, ensuring seamless operations, high service standards and effective issue resolution during peak and off‐peak periods.
* Build and lead high‐performing teams, driving a strong visitor‐first culture, capability development and workforce planning.
* Oversee commercial performance, including visitor experience products, P&L outcomes, KPIs, pricing and revenue optimisation.
* Drive visitor experience innovation, using insights, data and feedback to continuously improve products and services.
* Lead activation, events and dispersal strategies to enhance visitation, increase dwell time and support off‐peak demand.
* Develop and maintain strong stakeholder relationships with Traditional Owners, tourism bodies, local communities and industry partners.
* Ensure excellence in visitor feedback, quality and service delivery across all touchpoints.
* Maintain high standards of safety, compliance and site presentation, including emergency preparedness and risk management.
* Support the General Manager in strategic planning, precinct development and operational improvement initiatives.
What We're Looking For
We're seeking a dynamic and experienced leader with a passion for tourism, people and delivering world‐class visitor experiences.
* 5–7+ years' experience in tourism, hospitality, visitor attractions or large‐scale operations environments.
* Proven experience managing frontline teams, operations and commercial performance in high‐volume settings.
* Strong leadership capability, with a collaborative, people‐focused approach and a track record of developing teams.
* Demonstrated experience with budgets, P&Ls, KPIs and revenue‐driving initiatives.
* Excellent operational management and problem‐solving skills in fast‐paced, seasonal environments.
* Strong communication and stakeholder engagement skills, including working with government, industry and community partners.
* Experience or understanding of nature‐based, cultural or destination‐scale attractions (highly desirable).
* Sound knowledge of WHS, risk management, compliance and emergency management in visitor‐facing environments.
* A proactive, adaptable and solutions‐focused mindset.
Relevant tertiary qualifications in tourism, hospitality, business, operations or events (or equivalent experience) are desirable.
Why Work With Us?
At the Great Ocean Road Coast and Parks Authority (GORCAPA), you'll be part of a purpose‐driven organisation responsible for protecting and enhancing one of Australia's most spectacular coastal regions.
We Offer
* The opportunity to lead at one of Australia's most iconic destinations – the Twelve Apostles.
* A role that blends operations, leadership, strategy and commercial impact.
* The chance to contribute to sustainable tourism and care for Country, working alongside Traditional Owners and local communities.
* A collaborative and supportive environment within a values‐led government organisation.
* Opportunities to shape visitor experiences at a destination scale, influencing how millions of visitors engage with the region each year.
Join us and play a key role in delivering exceptional experiences while protecting the natural and cultural significance of the Great Ocean Road.
Everyone is welcome at the Authority.
Here at the Great Ocean Road Coast and Parks Authority we are committed to creating a workforce that is diverse and is inclusive of all. We value and embrace the various experiences and perspectives people may have, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexual orientation.
We acknowledge the Traditional Owners of the lands on which we work and live and all First Nations peoples, and we pay our respects to their Elders past and present.
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