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- Tasks: Lead high-end hospitality and guest services on luxury trains.
- Company: Join Journey Beyond, Australia's top experiential tourism group with iconic rail journeys.
- Benefits: Enjoy travel discounts, study assistance, health perks, and career progression opportunities.
- Why this job: Be part of creating unforgettable experiences in a unique mobile setting with a passionate team.
- Qualifications: Strong leadership, customer service skills, and experience in luxury hospitality required.
- Other info: Annual salary of $85,259 with opportunities for personal and professional growth.
The predicted salary is between 60000 - 85000 ÂŁ per year.
Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.
About Us
Our Rail Division, previously known as Great Southern Rail (“GSR”) operates Australia’s iconic rail journeys, The Ghan, Indian Pacific, The Overland and Great Southern.
There are very few global journeys considered national treasures, but our trains are, without question, iconic Australian experiences. From the moment our guests (and potentially you!) step aboard these legendary trains, you can feel it – a spirit of adventure and a sense of something very special about to unfold.
About Journey Beyond
Australia’s leading experiential tourism group, Journey Beyond, is privileged to operate 17 brands spanning the country, 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, The Paspaley Pearl Farm Tour, 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 and Monarto Safari Resort.
Joining the Journey Beyond family, you will play an integral role in supporting our business as we continue to share special places and shape lasting memories for our guests.
About The Role
As the Guest Experience Manager aboard our trains, a luxury transcontinental train, the role is responsible for leading and coordinating the delivery of high-end hospitality and guest services in a unique mobile accommodation and restaurant setting. This role will attract an annual salary of $85,259 and includes managing guest satisfaction, ensuring safety compliance, supervising service teams, supporting staff development, and coordinating operations across onboard and off-train experiences.
About You
You will possess the following skills and attributes:
- Strong leadership in hospitality or tourism environments
- Exceptional customer service and conflict resolution skills
- Knowledge of safety, fatigue, and risk management procedures
- Ability to motivate teams and maintain high morale
- Strong organisational and rostering skills
- Experience in luxury or experiential accommodation settings
Key responsibilities will include:
- Lead the delivery of an exceptional five-star guest experienceacross onboard accommodation and dining services, as well as off-train hosted eventsin remote regional settings.
- Supervise and coordinateonboard crew in collaboration with the Food and Beverage team to ensure the highest standard of hospitality services.
- Act as the first point of contact for guest feedback, resolving issues promptly and liaising with cross-functional teams to ensure customer satisfaction.
- Promote a strong safety cultureby ensuring all hazards and incidents are reported, investigated, and escalated in accordance with policy.
- Conduct regular onboard leadership presence, engaging with staff and guests to ensure consistent service standards, gather feedback, and drive continual improvement.
- Support the recruitment, training, and professional developmentof hospitality staff, including mentoring new team members and managing team morale during challenging periods.
- Plan and manage daily crew rosters and staffing hours, ensuring adequate coverage while maintaining compliance with fatigue management protocols.
- Oversee inventory reviews and stock levelsto ensure the availability of essential hospitality and guest supplies.
- Collaborate with management to maintain smooth operations and uphold the premium brand of The Ghan as part of Journey Beyond’s luxury travel portfolio.
What We Offer
- Generous discounts on Journey Beyond travel and experiences
- An attractive salary
- Study Assistance Policy
- A career with opportunities for progression, transfers, and secondments
- Employee Referral Policy
- Private Health discounts
- Employee Assistance Program
- Discounts on Journey Beyond merchandise
- Parental Leave Program
- Purchased Leave Policy
How to Apply
If you are interested in this role, click \’apply now\’ to forward an up-to-date copy of your CV. Your Rail Journey starts here!
Apply now. Join us!
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Guest Experience Manager | Rail employer: Journey Beyond
Contact Detail:
Journey Beyond Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager | Rail
✨Tip Number 1
Familiarise yourself with the unique experiences offered by Journey Beyond, especially the iconic rail journeys like The Ghan and Indian Pacific. Understanding these experiences will help you connect with the company's mission and demonstrate your passion for experiential tourism during interviews.
✨Tip Number 2
Highlight any previous experience in luxury hospitality or tourism environments when networking. Engaging with professionals in the industry can provide valuable insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed guest satisfaction and resolved conflicts in past roles. This will showcase your exceptional customer service skills and ability to handle challenging situations effectively.
✨Tip Number 4
Demonstrate your leadership abilities by sharing instances where you've motivated teams or improved morale in high-pressure environments. This is crucial for the Guest Experience Manager role, as you'll be responsible for supervising and developing staff.
We think you need these skills to ace Guest Experience Manager | Rail
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Guest Experience Manager position. Understand the key responsibilities and required skills, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience in hospitality or tourism. Emphasise your leadership skills, customer service experience, and any specific achievements that align with the role's requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for experiential tourism and your understanding of the unique challenges of managing guest experiences on luxury trains. Use specific examples from your past roles to demonstrate your suitability.
Highlight Soft Skills: In your application, emphasise your conflict resolution skills, ability to motivate teams, and strong organisational capabilities. These soft skills are crucial for the Guest Experience Manager role and should be clearly articulated.
How to prepare for a job interview at Journey Beyond
✨Showcase Your Leadership Skills
As a Guest Experience Manager, strong leadership is key. Be prepared to share specific examples of how you've successfully led teams in hospitality or tourism settings, highlighting your ability to motivate and maintain high morale.
✨Demonstrate Customer Service Excellence
Exceptional customer service is crucial for this role. Think of instances where you've resolved conflicts or enhanced guest experiences, and be ready to discuss these during the interview to showcase your skills.
✨Understand Safety Protocols
Knowledge of safety, fatigue, and risk management procedures is essential. Familiarise yourself with relevant protocols and be ready to discuss how you would promote a strong safety culture among your team.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice responding to potential challenges you might face on board, such as handling guest complaints or managing staff during peak times.