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About the Role

Oversee the daily operation of commercial outlets within the Darling Harbour Attractions, focusing on delivering an incredible guest experience and high-quality products with safety as the main order of business. Measure success by maintaining financial and non-financial KPIs and promoting a great staff culture to achieve guest satisfaction and staff engagement targets. This role is responsible for the smooth daily operation of the commercial department and the delivery of on-going training, motivating staff to provide excellent customer service. The role is multi-skilled, requiring work across all outlets and acting as an ambassador for Merlin attractions in Sydney.

Responsibilities

Oversee the daily operation of commercial outlets
Deliver an incredible guest experience
Deliver high-quality products
Maintain safety standards
Maintain financial and non-financial KPIs
Promote a great staff culture
Achieve guest satisfaction targets
Achieve staff engagement targets
Ensure smooth daily operation of the commercial department
Deliver on-going training
Motivate staff to provide excellent customer service
Work within all outlets across the Darling Harbour attractions
Act as an ambassador for Merlin attractions in Sydney
Product and display merchandising

Requirements

Passion for customer service with a focus on fun
Desire to learn and develop career
Drive to streamline processes and look for improvements
Ability to work consistent weekends with some weekday availability
Full availability over NSW school holiday periods
Ability to work shifts of various times (6:30 am - 11 pm)
Necessary retail or sales experience
Great eye for detail
Ability to work in a fast-paced, target-driven environment
Ability to multi-task
Flexible and adaptable approach
Genuine passion for delivering memorable guest experiences
Ability to be approachable and comfortable talking to a range of guests
Strong ability to problem solve
Reliable & punctual
Ability to work both independently and as part of a team
Some experience in staff coaching
Ability to deliver constructive feedback to employees
Proactive approach to training
Demonstrated experience in guest recovery situations
Weekend and weekday coverage required

Skills

Customer service
Problem solving
Multi-tasking
Delegation
Prioritization
Staff coaching
Training delivery
Merchandising

Location

Sydney

Work Type

Full-time
Flexible shifts

Experience Level

Previous experience in a similar role is ideal
Some experience in staff coaching

Education Level

Working With Children Check (WWCC)
Responsible Service of Alcohol (RSA)

Salary/Compensations

Competitive

Benefits

Corporate benefits including free access to all our attractions worldwide
Domestic and global opportunities to develop and progress skills and career in tourism and attractions
Additional Leave (including birthday and wellbeing)
3 volunteer days to give back to a social cause
Opportunity to be involved with Diversity & Inclusion initiatives
Opportunity to be involved with Reconciliation Action Plan
Being part of a business built on fun

About the Company

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, and Peppa Pig World of Play.
Operates in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.
Leading operator of visitor attractions in Australia and New Zealand, with 10 attractions.
Driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources.
Achieves goals through 3 charities: Merlins Magic Wand, the SEA LIFE Trust, and the WILDLIFE Conservation Fund.

Equal Opportunity

Merlin Entertainments strongly encourages application from all background, including people of Aboriginal and/or Torres Strait Islander decent.