Guest Experience Manager | Cruise Whitsundays

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

About Us

Cruise Whitsundays, based in Airlie Beach is the largest marine-based tour and transport provider in the Whitsundays. Providing close encounters with the Great Barrier Reef, Whitehaven Beach, and the islands of the Whitsundays, Cruise Whitsundays operates 10, well-equipped, air-conditioned vessels, plus a world-class sailing catamaran, offering a range of tours, as well as an inter-island resort connection service, with regular daily departures at two islands, one airport and two mainland ports.

Cruise Whitsundays also operates Australia’s first underwater accommodation, Reefsuites, and a Reefsleep glamping experience at the Reefworld pontoon, moored offshore at Hardy Reef on the Great Barrier Reef.

From our cruises and sailing adventures to our world-renowned underwater accommodation, there’s no better way to experience the Whitsundays, and you won’t find a friendlier or more experienced crew to work with. When the ocean is your office, every day is good one!

About Journey Beyond

Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 20 brands spanning the country and New Zealand, connecting guests to the land, and to each other.

Headquartered in Adelaide, Journey Beyond formed in 2016 and now comprises tourism brands including: iconic trains The Ghan, Indian Pacific, Great Southern, The Overland; premium small-group outback operator Outback Spirit; eco-luxury lodge Sal Salis Ningaloo Reef; aquatic adventures Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises and Journey Beyond Cruise Sydney; our tallest members, Melbourne Skydeck and Eureka 89; the historic Vintage Rail Journeys; The Telegraph Station in Alice Springs; Monarto Safari Resort; Exmouth Dive & Whalesharks Ningaloo, New Zealand coach tour specialist Grand Pacific Tours, and Voyages Tourism Australia.

About The Role

We are seeking a passionate Guest Experience Manager to enhance the hospitality and guest services at Cruise Whitsundays. This key role focuses on service delivery, food and beverage quality, staff training, and product innovation. Your contributions will directly improve guest satisfaction and Net Promoter Scores through high-quality catering and exceptional service standards, all while committing to continuous quality improvement across Cruise Whitsundays products.

As an ambassador for the exceptional experiences we provide, the Guest Experience Manager will lead in creating memorable moments for our guests across all areas of the business. This hospitality-focused position guarantees the delivery of outstanding overnight resort-style hospitality at Reefworld Premium, manages the overall food and beverage program, and oversees the Catering, Café, Stores, and procurement departments. You will work closely with your team to design and implement innovative product and service enhancements that enrich the overall guest experience.

Key responsibilities will include:

• Oversee service delivery standards to ensure exceptional guest experiences across all products.
• Manage the food and beverage program, maintaining high-quality offerings and presentation.
• Lead staff training initiatives to enhance service skills and foster a culture of excellence.
• Design and implement product enhancements and continuous improvement initiatives.
• Collaborate with cross-functional teams in the Catering, Café, and procurement departments to optimise operations and guest satisfaction.

 

About You

You are an experienced leader with a dedication to delivering outstanding guest experiences in hospitality. Your solid background in team development, customer service, and operational excellence makes you an ideal candidate for this role. With excellent communication and coaching skills, you inspire your team while promoting an accountable culture. Your insight into market trends and commitment to continuous improvement drive your pursuit of innovative guest offerings. You effectively analyse guest feedback to implement changes that elevate satisfaction and loyalty.

To be successful, you will have / be:

• A dynamic leader with a proven record of enhancing guest experiences and a genuine passion for hospitality.
• Strong team development skills, empowering staff through effective coaching and clear communication, while fostering a motivated workplace culture.
• A strategic thinker with deep market awareness, consistently seeking innovative ways to improve services and boost guest satisfaction.
• Proficient in analysing guest feedback and implementing actionable insights for meaningful enhancements.
• Committed to continuous improvement, actively pursuing opportunities for professional development and team training to ensure exceptional service delivery.

• Relevant qualification in Hospitality, Tourism or a related discipline.
• Demonstrated experience in a senior leadership role within a premium hospitality, tourism or guest experience environment.
• Proven experience leading guest-facing teams and delivering exceptional guest experiences.
• Demonstrated experience managing large upmarket hospitality, catering or food and beverage operations.
• Proven ability to lead organisational change through effective consultation and stakeholder engagement.

• Generous discounts on Journey Beyond travel and experiences
• An attractive salary and positive work environment
• Study Assistance Policy
• A career with opportunities for progression, transfers, and secondments
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Discounts at the Cruise Café & Bar
• Discounts at the bar on board vessels
• Free public transport
• Salary sacrifice remote area benefits

Applications will be reviewed and progressed as they are received, so don't wait, apply now!