Head of Guest Experience

About National Trust Queensland and Currumbin Wildlife Sanctuary

The National Trust of Australia (Queensland) NTAQ is a membership-based environmental charity that connects people to significant places, collections and stories. NTAQ manages a diverse portfolio including Currumbin Wildlife Sanctuary & Astra Lumina night show. As one of Queensland’s earliest nature‑based tourist destinations and in the Queensland Tourism Awards Hall of Fame the Sanctuary is a physical embodiment of NTAQ’s mission : to conserve and advance our natural and cultural heritage for future generations.

As NTAQ continues to deliver exceptional experiences while seeking to evolve and improve every aspect of the guest journey we are looking for an astute people‑focused Head of Guest Experience who can combine hands‑on operational expertise with strategic vision. This is a role for a leader who thrives in dynamic environments, can inspire and mentor teams and has the creativity and experience to design and deliver world‑class visitor experiences.

About the Role

As our Head of Guest Experience you will be the central figure in shaping, delivering and continuously enhancing guest experiences across both Currumbin Wildlife Sanctuary and Astra Lumina. Reporting to the General Manager Gold Coast this role combines strategic leadership, operational oversight and creative innovation :

• Oversee guest services, reservations and ticketing and work closely with entertainment, wildlife and presentation teams as well as support commercial operations and other guest touchpoints to ensure a high level of guest satisfaction.
• Develop and deliver signature guest experiences and programs in collaboration with other teams (Wildlife Encounters, Photography and Commercial) including seasonal experiences and innovative touchpoints with a focus on the overall guest journey and opportunities to enhance guest engagement and financial growth.
• Provide senior operational leadership across a large and diverse team and fast paced operating environment including regular full park duty management responsibilities, focusing strongly on health and safety, emergency response and first aid.
• Collaborate with teams to streamline processes, manage and respond to guest feedback and continuously elevate the overall guest experience working with sales, marketing and events to amplify experiences.
• Lead, mentor and inspire teams to deliver exceptional service, develop creative solutions and uphold operational excellence and foster a customer‑centric culture.
• Set and monitor performance metrics, manage budgets and ensure organisational goals related to guest experience are achieved.

About You

This is a senior leadership role requiring a proven track record in tourism attractions, hospitality venues or high‑volume guest experiences in settings such as major events, wildlife parks, zoos, theme parks or cultural attractions. To be successful you will have demonstrated experience leading guest services and operational teams. You will also have the ability to develop and implement strategies that elevate the overall guest journey while driving operational excellence and guest satisfaction.

Other key skills and attributes we are looking for include :

What we can offer

Just as our mission is to protect, conserve and celebrate the Environmental Built and Cultural heritage, we also are committed to ensuring our Team Members are protected, taken care of and celebrated! We offer current and future team members :

Required Experience : Director

Key Skills : Bilingual, Linux Administration, Documentation, LNG, Entry Level Finance

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 125000 - 135000

#J-18808-Ljbffr