Gumbuya World is entering an exciting growth phase and is seeking an experienced Guest Services Manager to lead front‑of‑house operations and deliver exceptional guest experiences.
Working closely with the Management Team, this hands‑on leadership role is responsible for overseeing all guest‑facing services, including front gate operations, ticketing, admissions, and customer support. The Guest Services Manager plays a critical role in driving guest satisfaction, managing team performance, ensuring operational compliance, and supporting revenue through efficient entry control and positive guest engagement.
This role suits a proactive leader who thrives in a fast‑paced theme park environment and is passionate about people leadership, operational excellence, and creating memorable guest experiences.
Key Responsibilities
* Lead daily operations across Front Gate/Ticketing, Guest Services and Retail to deliver smooth, welcoming and efficient guest entry and service.
* Drive achievement of daily KPIs including sales targets, upselling, guest interaction and service standards.
* Own service recovery and complaints processes, ensuring timely resolution and minimal escalation.
* Oversee cash handling, till balancing, POS compliance, floats/change orders and reporting with accuracy.
* Manage retail outcomes including stock levels, product presentation, stocktake and reconciliation.
* Recruit, train, coach and develop a high-performing team (including casual staff), building engagement and accountability.
* Oversee rostering and labour cost management to match guest flow and operational demand.
* Maintain department WHS and emergency plans, risk assessments and SOPs; ensure compliance and best practice across guest-facing areas.
* Work closely with other departments (including Groups and Education) to support bookings, events and on-the-day coordination.
What We're Looking For
You'll bring:
* 4–5+ years' experience in a comparable guest operations/retail leadership role (theme parks/entertainment venues highly regarded).
* Strong capability in team leadership, including recruitment, training, performance management and rostering.
* Solid experience in POS systems, cash handling controls, and administration in a high-volume environment.
* A strong understanding of WHS/OH&S, risk management and safe operating practices.
* A genuine passion for exceptional customer service and creating memorable guest experiences.
* Confidence working under pressure and making sound operational decisions in real time.
* Australian work rights required for this position.
Highly regarded: experience with ticketing systems/front gate operations, guest relations/service recovery, retail merchandise, and emergency response procedures.