Guest Experience Supervisor at Pumphouse Point
LSCT7, , Australia -
Full Time


Start Date

Immediate

Expiry Date

25 Sep, 25

Salary

0.0

Posted On

26 Jun, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Event Planning, Management Skills, Chocolate, Storytelling

Industry

Hospitality

Description

Company Description
With properties in some of Australia’s most iconic locations, NRMA Parks & Resorts provide accommodation that suits every budget, style, and occasion – from campsites to luxury resorts. We connect holidaymakers with over 50 incredible destinations to create unforgettable holiday experiences. Part of the trusted NRMA Group, a member-owned brand, our passionate team works together to make holiday magic happen—it’s not just our job, it’s in our nature.
Pumphouse Point is an adults-only retreat nestled on Lake St Clair, just 2.5 hours from Hobart. This hidden gem features 21 rooms in two converted heritage buildings, offering an intimate escape in World Heritage wilderness. Only 10 minutes away, the Derwent Bridge Wilderness Hotel boasts soaring ceilings, exposed beams, and a grand double-sided fireplace at the heart of its bar and restaurant—perfect for relaxing by the fire, enjoying a meal, and sipping a drink in a classic alpine pub.

Job Description

  • Are you looking for the next challenge in your career? Shape unforgettable guest journeys in Tasmania’s wilderness.
  • Breathe the fresh air and find your balance living and working in a small remote community.
  • Free of charge staff accommodation available.

As the full-time Guest Experience Supervisor, you’ll play a key leadership role and have the unique opportunity to design and deliver immersive, memorable experiences for guests at one of Tasmania’s most iconic destinations. You will blend hands-on hosting with strategic oversight of guest activities, ensuring every interaction is immersive, thoughtful, and continuously look for ways to enhance the guest journey. On a daily basis you’ll:

  • Personally welcome guests and build rapport to understand their interests and preferences.
  • Host and deliver signature experiences, including history tours, whisky and chocolate tastings, Pinot Noir events, guided kayak tours, and seasonal outdoor activities.
  • Identify and deliver personalised “surprise and delight” moments for guests, especially for special occasions.
  • Respond to guest inquiries and requests in a timely, friendly, and efficient manner.
  • Communicate guest needs and special occasions with the team to ensure a seamless experience.

KNOW YOU BELONG:

At NRMA Parks and Resorts we’re for inclusion, diversity, and representing the members, guests, customers, and communities we serve. That’s why we welcome applications from First Nations Australians, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be part of our team.
Are you nodding your head as you read this? Apply now, we cannot wait to hear from you or visit our careers site to find out more!
As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks

Responsibilities

WHAT YOU’LL DO:

  • Collaborate with the General Manager to design, implement, and evaluate a dynamic calendar of guest experiences and events.
  • Ensure all guest experiences are delivered with professionalism, safety, and attention to detail.
  • Maintain and lead the property’s mission-aligned guest engagement program.
  • Supervise, train, and mentor the guest experience team, including casual hosts.
  • Create and manage rosters to ensure adequate coverage for all guest experiences.
  • Foster a collaborative, guest-focused team culture aligned with NRMA values.
  • Coordinate logistics and equipment for all guest experiences, including regular audits and maintenance.
  • Ensure the cleanliness, upkeep, and readiness of all activity spaces and equipment.
  • Assist with administrative planning for corporate and in-house events.
  • Support the marketing team with content creation and social media campaigns related to guest experiences.
  • Build and maintain positive relationships with local vendors, artisans, and experience providers.
  • Establish commercial partnerships that enhance the guest experience and reflect the local region.
  • Ensure all guest activities are conducted with strict adherence to NRMA safety protocols and risk assessments.
  • Participate in weekly management meetings and collaborate on continuous improvement initiatives.

As the full-time Guest Experience Supervisor, you’ll play a key leadership role and have the unique opportunity to design and deliver immersive, memorable experiences for guests at one of Tasmania’s most iconic destinations. You will blend hands-on hosting with strategic oversight of guest activities, ensuring every interaction is immersive, thoughtful, and continuously look for ways to enhance the guest journey. On a daily basis you’ll:

  • Personally welcome guests and build rapport to understand their interests and preferences.
  • Host and deliver signature experiences, including history tours, whisky and chocolate tastings, Pinot Noir events, guided kayak tours, and seasonal outdoor activities.
  • Identify and deliver personalised “surprise and delight” moments for guests, especially for special occasions.
  • Respond to guest inquiries and requests in a timely, friendly, and efficient manner.
  • Communicate guest needs and special occasions with the team to ensure a seamless experience
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