Overview
Reporting to: Guest Services Manager
Location: Pink Flamingo Gold Coast
Overall Responsibility
The Guest Services & Office Administration Assistant is responsible for supporting both front-of-house guest experiences and the day-to-day administrative and operational needs of the business. This role requires a proactive, highly organised individual with a strong background in administration, office management, and customer service.
You will assist with ticketing, scheduling, reporting, and venue coordination while also managing key administrative functions such as calendar management, correspondence, and internal workflows.
Key Responsibilities
Administrative & Office Management
* Maintain and manage the Guest Services calendar and venue scheduling (Microsoft Outlook/Google Calendar).
* Office Maintenance – keeping the office tidy and presentable, emptying bins, restocking supplies, and ensuring common areas are well-kept.
* Coordinate meetings, prepare agendas and take minutes where required.
* Assist with internal communications and daily administrative processes.
* Monitor inboxes and action incoming enquiries or tasks.
* Organise digital and physical filing systems, forms, and templates.
* Support department heads with administrative tasks where needed.
* Liaise with suppliers, prepare purchase orders, and track invoicing for guest services and ticketing-related activities.
* Provide ongoing administrative support for private hire bookings and invoicing.
Ticketing Operations
* Manage daily operations of the box office including sales, refunds, exchanges, and promotions.
* Liaise with ticketing platforms and maintain accurate event setups and allocations.
* Oversee ticketing for group bookings, packages, upgrades, and balcony reservations.
* Maintain ticketing timelines, pricing, and booking conditions in line with business needs.
* Generate and analyse reports related to ticket sales, occupancy, and revenue.
Customer Service & Guest Experience
* Respond to all customer enquiries promptly via phone, email, and social media.
* Ensure exceptional guest service standards at every touchpoint, pre- and post-visit.
* Resolve guest complaints or issues with professionalism and care.
* Monitor and reply to customer reviews (Google, TripAdvisor, social media).
* Identify trends in feedback and propose service improvements.
Internal Coordination
* Work collaboratively with all departments (FOH, marketing, operations, creative) to ensure guest expectations are met and exceeded.
* Contribute to weekly operations meetings with updates, reporting, and minutes.
* Track and follow up on action items across departments where related to Guest Services.
Skills & Qualifications
* Minimum 2 years' experience in an administrative, customer service, or venue operations role.
* High-level proficiency in Microsoft Office, especially Outlook, Excel, and Word.
* Excellent communication and interpersonal skills.
* Strong organisational skills and attention to detail.
* Ability to multi-task and prioritise in a fast-paced, guest-facing environment.
* Experience with ticketing software and platforms (preferred but not essential).
* Must be available evenings, weekends, and event times.
Email:
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