Guest Experience Officer

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

Journey Beyond is Australia's leading experiential tourism group, operating 35 brands across Australia and New Zealand that connect guests to the land and to each other. The group was formed in 2016 and now includes:

• Rail & Touring: Iconic trains: The Ghan, Indian Pacific, Great Southern, The Overland and Vintage Rail Journeys, the Murray Princess, Adelaide Sightseeing, premium small-group outback operator Outback Spirit and New Zealand coach tour specialist Grand Pacific Tours.
• Resorts & Lodges: Ayers Rock Resort, Kakadu Crocodile Hotel, Kingfisher Bay Resort and K'gari Beach Resort, Sal Salis Ningaloo Reef and Monarto Safari Resort.
• Experiences & Attractions: Cruise Whitsundays, Rottnest Express, Sailaway Port Douglas, Horizontal Falls Seaplane Adventures, Darwin Harbour Cruises, Journey Beyond Cruise Sydney, Melbourne Skydeck, Eureka 89, Alice Springs Telegraph Station, Exmouth Dive and Whalesharks Ningaloo, Mosman Gorge Cultural Centre, Captain Cook Cruises Sydney & Perth, Starship Sydney, The Jackson, Bells Functions, Swan Valley Tours, Red Cat Adventures, Whitsunday Jetski Tours, K'gari Explorer Tours, and Island Connections: Bruny Island, the Whitsundays, K’gari, Darwin -Mandorah, Tiwi Islands and Groote Eylandt. 

About The Role

As a Guest Experience Officer, you will play a crucial role in representing Horizontal Falls Seaplane Adventures in a professional and passionate manner. This versatile role encompasses all aspects of guest experience, hospitality and housekeeping to ensure our guests receive the best possible experience. You will be expected to maintain the highest standards of hospitality, customer service, cleanliness and professionalism while working within a small team environment, performing all tasks in a friendly, efficient, and harmonious manner.

This unique opportunity involves living and working “swings” of 10-12 days at our pontoon in Talbot Bay, followed by 3-4 days off in Broome. This role is being offered on a seasonal basis, with contracts starting in March/April and ending in October/November 2027.

Key responsibilities will include:

• Deliver an exceptional level of guest experience and product delivery in a dynamic, fast-paced environment, as reflected in our Net Promoter Scores (NPS) and guest feedback
• Perform hospitality, food and beverage service, and housekeeping tasks in line with company standards and guidelines
• Collaborate effectively with other Guest Experience Officers and marine team members regarding tour schedules and the coordination of timings for tours
• Conduct engaging welcome, departure and safety briefings to guests
• Uphold responsible service of alcohol principles and practices in everyday trade on the pontoon
• Support merchandise sales and manage stock on the pontoon
• Assist with the launching and docking of seaplanes at the pontoon
• Promote a strong safety culture by ensuring incidents and hazards are promptly reported and investigated
• Assist in resolving any guest service issues that may arise and escalate to the Guest Experience Manager if required

About You

We are seeking passionate and dedicated individuals who thrive in fast-paced environments, can work under pressure, and are committed to delivering the highest standards of guest experience. You will possess strong public speaking skills and be able to work both autonomously as well as part of a team.

You will have a natural and friendly demeanour, with a ‘can-do attitude’. The ability to effectively problem solve and manage multiple priorities will be advantageous in this role. Previous experience in hospitality, food handling, and/or housekeeping is required. Successful candidates are required to hold a valid First Aid, CPR certificate and WA RSA.

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
• 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

If you are enthusiastic about providing exceptional guest experiences and meet the above criteria, we would love to hear from you.  Apply now!