Guest Services Supervisor

Are you a dynamic leader with a passion for customer service and driving commercial success? Do you thrive in a fast-paced environment where no two days are the same?

We’re looking for a Guest Services Supervisor to lead our Admission and Guest Experiences teams at SEA LIFE Kelly Tarlton’s Auckland!

About the Role

As a Guest Services Supervisor, you’ll play a key role in overseeing the daily operations of our Guest Experience and Admissions team. You’ll be responsible for ensuring every guest has an incredible visit, while also leading and motivating the team to maintain the highest standards of service, safety, and efficiency.

You’ll be at the forefront of delivering engaging talks, coordinating school and group visits, and ensuring our guests leave with magical memories. This full-time role also involves supporting training, performance management, and operational excellence across our attraction.

Key Responsibilities

• Supervise daily Guest Experience and Admissions operations to ensure smooth and efficient service.
• Lead and inspire the team to provide world-class customer service, engagement, and education.
• Oversee team training and development, ensuring high levels of knowledge and guest interaction.
• Manage rosters, labour budgets, and performance evaluations to optimize efficiency.
• Respond to guest feedback via reviews, social media, and direct interactions.
• Assist in managing duty supervision shifts, ensuring a safe and positive environment for guests and staff.
• Support revenue growth through upselling and maximizing guest engagement opportunities.
• Play a key role in delivering our Education Program, working closely with schools and groups.

About You

• A passionate leader with previous experience in guest experience, tourism, hospitality, or education.
• Strong communication skills with a natural ability to engage and educate guests of all ages.
• Experience in training, coaching, and leading teams in a fast-paced environment.
• A flexible and hands-on approach, with the ability to multitask and problem-solve on the go.
• Comfortable working weekends, evenings, and holidays as required.
• Previous experience in an aquarium, zoo, museum, or attraction is a plus!

Why Join Us?

• Work in an iconic Auckland attraction alongside amazing marine life, from sharks to penguins!
• Enjoy fantastic staff benefits, including a Merlin Magic Pass giving you free entry to Merlin attractions worldwide.
• Be part of a fun, passionate team who love what they do.
• Access ongoing training and career development opportunities within Merlin Entertainments.

Ready to dive into this exciting opportunity? If you’re a team player with a passion for creating magical guest experiences, we want to hear from you!

Apply now and bring your energy, enthusiasm, and leadership to SEA LIFE Kelly Tarlton’s Auckland!