Guest Experience Coordinator (Derby) | Horizontal Falls

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

About Us

Horizontal Falls Seaplane Adventures is proud to be the region’s most awarded, experienced, and longest running tour operator as we offer the widest range of day trips and luxury overnight adventure tours to the spectacular Horizontal Falls and the scenic surrounds.

Off the back of a bumper season with plans to make each year bigger and better… we’re inviting you to come along for the journey.

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 Guest Experience Coordinator to join our team based in Derby, WA. This role is essential in ensuring a seamless guest experience and will serve as the Derby-based primary point of contact for all operational communications related to tour updates, delays, disruptions or cancellations.

Key responsibilities will include:

• Manage timely guest arrivals and departures from Derby Airport Terminal
• Deliver Aviation Safety Briefings and assist guests with the completion of Waiver Forms
• Support Pilots with guest movements, guest check-in and weighing process
• Ensure the presentation and cleanliness of the Terminal is always maintained to a high standard, including the presentation of the merchandise display
• Process sales for merchandise via POS and EFTPOS machines and reconcile the till as part of the end-of-day banking procedures
• Act as the primary contact for any delays, disruptions or cancellations affecting Horizontal Falls tours, updating both the internal team and third-party operators as necessary
• Act as the point of contact regarding guest feedback or reviews, address guest complaints of issues promptly and escalate to the Operations Manager as required
• Other duties as required to assist the operation and/or the Operations Manager Guest Experience

About You

You will be a go-getter, hands-on and eager to jump in as required to ensure smooth running of the operation. Ideally you will have previous experience in a similar fast-paced role within the tourism/hospitality industry. You will have a high attention to detail, be able to use your initiative and pivot when required, while displaying exceptional communication skills.

This role is being offered on a seasonal basis, working on a rotational roster including weekends, public holidays and split shifts. As our business operates on ‘swings’ which are based on the tides at the Horizontal Falls, some flexibility with hours will be required where you may be called upon at short notice to assist.

All candidates will be required to pass a pre-employment drug and alcohol test as part of the onboarding stage.

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• 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
• Salary sacrifice remote area benefits

How to Apply

If you share our passion for tourism and thrive in a fast-paced environment, we want to hear from you. Apply now!

Apply now. Join us!