Location
Mt Buller
Department
Mountain Operations
Type
Seasonal
Description
Guest Experience Coordinator
Our team is passionate about our mountain and our community. If you thrive on delivering exceptional customer care, being proactive, and working as part of a high-performing team, we'd love to hear from you. Mt Buller offers an office like no other — with skiing and snowboarding part of the experience, including a season pass and free bus access to the mountain as just some of the perks of working with us.
You'll be ready to roll up your sleeves and collaborate with a wide range of businesses and stakeholders across the mountain to provide our guests with the best possible experience in a unique and challenging alpine environment.
About the Department
The Guest Experience (GE) Department encompasses Guest Experience Agents and operates the two Toboggan Parks (Celia's and the Village). The department supports and provides accurate, timely information and assistance to all visitors to Mt Buller, ensuring a safe, welcoming, and memorable mountain experience.
About the Role
The Guest Experience Coordinator plays a key role in the day-to-day delivery of outstanding guest service across the mountain. This role focuses on supporting Guest Experience operations, ensuring consistent service standards, and acting as a central point of communication between GE, Toboggan Parks, Lift Operations, Grooming, Snowmaking, ARV, Marketing, and other operational departments.
This position requires excellent employee and guest relations skills, with a naturally friendly, professional, and cooperative approach. You will support the company's vision, take ownership of service standards, and build strong, productive working relationships at all levels of the organisation.
Key Responsibilities
* Support the coordination of daily Guest Experience and Toboggan Parks operations to ensure a high standard of service delivery
* Assist with rostering, daily staffing coordination, and coverage planning to meet operational and guest experience requirements
* Liaise with Lift Operations regarding lift status, wait times, and guest flow management
* Ensure all team members and guests have access to accurate, up-to-date information on daily operations, weather, and mountain conditions
* Maintain a visible on-mountain presence to engage with guests, staff, and volunteers
* Manage the customer compliments and complaints register, ensuring timely, professional responses and appropriate follow-up in line with company procedures
* Coordinate and maintain the Better Buller survey program, including tracking, recording, and analysing guest feedback to support continuous improvement across the resort
* Lead by example and ensure adherence to company standards, including sobriety, punctuality, attendance, and personal presentation
* Support GE and Toboggan Parks team member training, including pre-season sessions, on-the-job coaching, workplace observations, and performance feedback
* Use appropriate communication channels and follow the correct chain of command
* Build consistency and fairness across the Guest Experience Department, particularly in relation to service delivery and safety standards
* Ensure compliance with Buller Ski Lifts' Environmental Management System and all relevant policies and procedures
What We're Looking For
* Proven experience leading by example and fostering a fun, inclusive, and supportive team culture
* Excellent customer service, communication, and interpersonal skills
* Completion of at least two winter seasons at Mt Buller or comparable experience at another alpine resort (desirable)
* Strong organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment
* Technical aptitude and confidence using digital systems, reporting tools, and operational platforms
* Ability to work both independently and collaboratively across departments
* Enjoy working outdoors in variable and sometimes extreme alpine weather conditions
* Strong physical fitness and resilience
* A growth mindset with a proactive, solution-focused approach
* Reliable, committed, and flexible, with availability to work weekends, public holidays, and peak operational periods
Don't miss your chance to join our team this winter and create some unforgettable memories for yourself our team and our guests. www.bullerjobs.com.au