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About the Role
As the Ride & Experience Lead, you will support the Guest Excellence Manager in ensuring the safe, smooth and effective daily operation of SEA LIFE Sydney Aquarium. You will lead and develop the Ride & Experience team while driving exceptional guest experiences, team engagement and operational performance. This is a hands-on leadership role that balances people management, operational delivery, commercial awareness and continuous improvement.
Responsibilities
- Champion exceptional guest service standards and help drive customer satisfaction and NPS performance.
- Lead the Ride & Experience team to deliver safe, engaging and memorable experiences.
- Support the development and delivery of seasonal and promotional guest experiences.
- Ensure all attraction areas are presented to the highest operational standards.
- Work collaboratively with Animal Care, Operations, Retail, Food & Beverage and Maintenance teams.
- Lead, coach and develop a high-performing team through regular feedback and support.
- Drive team engagement initiatives and actively contribute to a positive workplace culture.
- Manage daily staffing requirements and operational deployment.
- Support recruitment, onboarding and training activities as required.
- Support labour and operational cost management.
- Assist with roster planning to meet both operational and financial objectives.
- Manage supplier relationships and contracts where applicable.
- Identify opportunities to improve operational efficiencies and guest satisfaction.
- Proactively identify opportunities to improve processes, products and guest experiences.
- Support the implementation of new operational initiatives and attraction enhancements.
- Contribute ideas that help elevate the overall guest journey and maximise revenue opportunities.
Requirements
- Previous leadership or supervisory experience in attractions, tourism, hospitality, retail or a customer-focused environment.
- Strong stakeholder management and communication skills.
- Experience managing operational priorities and team performance.
- Sound understanding of health and safety requirements.
- A passion for creating memorable guest experiences.
Skills
- Leadership
- Team Development
- Guest Service
- Operational Management
- Stakeholder Management
- Communication
- Problem-Solving
- Attention to Detail
- Commercial Awareness
- Continuous Improvement
Location
- Sydney
Work Type
- Full-time
Experience Level
- Leadership experience
Salary/Compensations
- Competitive
Benefits
- Career development and progression opportunities.
- Access to Merlin Magic Passes and attraction discounts.
- Ongoing learning and development.
- A fun, dynamic and supportive team culture.
About the Company
- Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, and Peppa Pig World of Play.
- We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.
- We’re the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, WILDLIFE, Madame Tussauds, amongst others.
- Merlin Entertainments is 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.
- We strive to achieve this goal through our 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.