Guest Experience & Operations Manager – AAT KingsDarwin, NT | Full-time - 6-month fixed-term contract
About Us
AAT Kings has been guiding travellers through Australia and New Zealand for over 100 years. From the red deserts of the Outback and the ancient landscapes of Kakadu to the fjords of New Zealand and the wild coasts of Tasmania, we run small group tours, day tours and expeditions that get people closer to the places that matter.Behind every unforgettable journey is a passionate team making it happen. That's where you come in.
About the Role
We're looking for a hands‐on and commercially minded Guest Experience & Operations Manager to lead our Top End Day Tour business. Reporting to the Northern Territory General Manager, you'll be responsible for delivering exceptional guest outcomes, driving commercial performance, and ensuring the safe and seamless delivery of all touring operations across the region.
This is a broad leadership role spanning guest experience, complaints resolution, people leadership, rostering, fleet coordination, yield and load management, and stakeholder relationships — all with the goal of keeping AAT Kings the best choice for travellers in the Top End.
What You'll Be Doing
* Guest Experience
o Lead the delivery of exceptional guest service standards across all Top End touring operations
o Oversee all guest feedback, complaints and recovery actions to protect brand reputation and ensure positive outcomes
o Monitor NPS and feedback trends, implementing improvement initiatives
o Identify opportunities for product and service enhancement based on guest insights
o Support AAT Kings being the easiest company to book and the best choice for guests
* Operations & Delivery
o Oversee the daily operation of the Top End Day Tour business, ensuring safe and efficient delivery
o Manage coach ordering, dispatch, daily run sheets and operational scheduling
o Ensure effective rostering of Driver Guides, Guides and support staff in line with budget and demand
o Monitor and manage average load and yield performance across all tours
o Oversee incident management and reporting including vehicle issues, breakdowns and safety concerns
o Manage the after‐hours operational phone roster across 7 days as required
o Work closely with reservations and systems teams to ensure accuracy and operational compatibility
* People Leadership
o Lead, coach and develop a high‐performing guest experience and operations team
o Manage recruitment, onboarding, performance reviews, training and disciplinary processes
o Conduct regular team meetings focused on performance, guest feedback, safety and service delivery
o Foster a collaborative culture across operations, reservations and on‐road teams
* Stakeholder Management
o Build and maintain strong relationships with local suppliers, tourism operators, hotels and key industry partners
o Represent AAT Kings at local trade, tourism and promotional events
o Maintain close communication with Coach Operations, Reservations, Product and Sales teams
* Administration
o Manage departmental payroll, rosters, timesheets and associated records
o Oversee petty cash, banking, invoicing and local administration functions
o Monitor costs and ensure expenditure remains within budget parameters
o Complete end‐of‐month reporting and financial administration tasks
What You'll Bring
* Leadership experience in tourism, hospitality, transport or service operations
* Strong customer service and guest experience background
* Operational management and rostering experience
* Commercial understanding of yield, load and profitability drivers
* Experience managing teams in fast‐paced operational environments
* Travel and tourism industry experience highly regarded
* Proficiency in Microsoft Office (Word, Excel, Outlook)
* Well‐developed conflict resolution and negotiation skills
* Strong attention to detail and organisational skills
Why Join AAT Kings?
* Wellbeing Support: Access to extensive employee assistance and wellbeing programs for you and your family.
* Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
* Learning & Development: Career development and personal growth opportunities.
* Love for Travel Benefit: Annual travel credit after your first year to use on any of our core travel brands.
* Volunteer Leave: Two days paid leave per year for volunteer opportunities.
* Parental Leave: 12 weeks paid parental leave for eligible employees.
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