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Guest Services Supervisor

2 weeks ago

Auckland City, New Zealand Merlin Entertainments Full time

**Guest Services Supervisor**:

- Location Name SEA LIFE Kelly Tarlton's Auckland
- Job Locations NZ-AUK-Auckland
- Job ID
- 2025-9945
- Employment Type
- Variable
- Offer/Contract Type
- No End Date
- Location (Country-State-City)
- NZ-AUK-Auckland

**What you'll bring to the team**:
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

**Benefits**
- Corporate benefits including free access to all our attractions worldwide
- Domestic and global opportunities to develop and progress your skills and career in tourism and attractions
- Additional Leave (including birthday and wellbeing) and 3 volunteer days to give back to a social cause you care about
- Opportunity to be involved with our Diversity & Inclusion initiatives, including our Reconciliation Action Plan
- Being part of a business built on fun

**About Us**

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND, 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, and the Fly Treetop Adventures, 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: Merlin's Magic Wand, the SEA LIFE Trust, and the WILDLIFE Conservation Fund.

So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do - then we want to hear from you

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

**Pay Range**:

- Competitive