Raging Waters Sydney - Guest Experience Coordinator

Raging Waters Sydney is the biggest and wildest waterpark in Sydney — and it's where summer fun comes to life! Home to over 40 epic slides and attractions, including wave pools, thrill rides, and our epic Dinosaur Lagoon, it’s the ultimate place to cool off and make unforgettable memories.

As part of our team, you won’t just be coming to work — you’ll be part of the action, bringing the fun, energy, and excitement to many guests every day.

We Are Currently Looking For a

Raging Waters Sydney - Guest Experience Coordinator

About The Role

The Guest Experience Coordinator is responsible for managing and coordinating the activities of the Guest Experience team to ensure exceptional service delivery. This role involves overseeing daily operations, implementing service improvement initiatives, and acting as a liaison between guests and management. The Guest Experience Coordinator ensures that all guest interactions are handled efficiently and professionally, enhancing overall guest satisfaction. This includes call centre, guest services, retail and admissions teams.

Team Management

Roles & Responsibilities:

• Oversee the daily operations of the Guest Experience team in Call Centre, front gate (including admissions and retail) and in-park Guest Services.
• Schedule and assign tasks to team members, ensuring optimal coverage during all shifts.
• Monitor team performance and provide coaching and feedback to improve service delivery.
  
  

Guest Service Excellence

• Ensure that guests receive timely and accurate information both over the phone and in person.
• Handle escalated guest issues and complaints, ensuring a satisfactory resolution.
• Maintain a high standard of professionalism in all guest interactions.
  
  

Operational Coordination

• Develop and implement procedures to improve operational efficiency and guest service quality.
• Ensure all guest interactions and issues are recorded accurately and follow proper protocols.
• Coordinate with other departments to ensure seamless guest experiences.
  
  

Training And Development

• Develop and deliver training programs for new hires and ongoing training for existing staff.
• Ensure team members are knowledgeable about all tickets, experiences, and promotional offers.
• Foster a culture of continuous learning and professional development.
  
  

Administrative Duties

• Ensure all administrative tasks are completed accurately and on time.
• Maintain records of guest interactions, feedback, and resolutions.
• Prepare reports on team performance and guest satisfaction for management review.
  
  

Facility Management

• Ensure all guest service areas, offices, and desks are clean, organized, and welcoming.
• Manage lost property, assist with lost children, and address any in-park issues.
• Support special events and activities, ensuring they run smoothly and guests have a positive experience.
  
  

Collaboration

• Work closely with the Guest Services, Admissions and retail Team Leaders, Sales & Marketing Director, and other members of the Management Team.
• Collaborate with other departments to develop and implement guest experience initiatives.
• Act as a liaison between guests and management to communicate feedback and improve service delivery.
• Oversight of front gate areas (retail, admissions, guest service) as required.
  
  

Front Gate Management

• Lead day to day operations of the Admissions, Call Centre, Guest Services and Retail teams.
  
  

Workplace Health & Safety (WHS)

• Follow and comply with Work Health Safety policies, procedures and guidelines.
• Correctly use all safety and personal protective equipment
• Act as a role model by demonstrating safe work behaviours.
• Report WHS incidents, injuries and safety activities to your direct Manager and First Aid at the time it occurs.
• Promote proactive hazard/ near miss reporting. Report any hazards or near-miss incidents to your direct Manager and the People & Culture Director.
  
  

Attend Work Group Meetings to discuss and promote safety.

Team Member Benefits

Skills:

• Customer service skills.
• Effective communication skills and competency in conflict resolution.
• Guest Service experience with effective communication skills and competency in conflict resolution.
• Be able to handle multiple priorities simultaneously.
• Ability to interact in a professional and positive manner.
• Strong time management and organisational skills with attention to detail.
• Analytical problem-solving skills.
• Professional and friendly disposition with an ability to work under pressure, multi-task and meet deadlines.
  
  

Languages: Fluent English

Experience

• Experience in leading a team
• Experience in point of sale systems
• Microsoft Office (Excel, Word, Outlook, Power point)
• Utilising equipment such as a computer and two-way radio
  
  

Answering and managing incoming calls

Do not miss the chance to spark your career now!