Experience Manager

About the role

We are seeking a dedicated and enthusiastic Experience Manager to support our new immersive experiences at our brand new venue in Perth. This Experience Manager will be responsible for all daily operations experience, ensuring a smooth, safe, and enjoyable experience for all visitors. This role requires excellent leadership, organisational skills, and a passion for delivering exceptional customer service.

Key responsibilities

• Support the Experience Manager by ensuring the quality of the experience taking place in the venue, including cleanliness of the site, site safety, and event operations
• Maintain roster and daily checklists
• Assist with ordering supplies, managing merchandise stocktake, and keeping operational expenditure (OPEX) low
• Support opening/closing procedures, cover shifts and provide operational flexibility
• Ensure the quality of the experience of events taking place in the venue
• Provide a welcoming and informative introduction to all guests and have passion for delivering positive experiences to guests
• Handle routine customer inquiries and issues
• Monitor guest satisfaction, gathering feedback, and regular reporting on experience quality to Experience Manager
• Supervise and support a team of guest attendants and technical staff, and assist training of any new staff where required
• Create and manage staff rosters

About you

• Minimum 2+ years of experience in events, entertainment, or hospitality
• 1-2 years of leadership or supervisory experience managing teams and staff members
• Australian work authorisation is required for this position
• Ability to work flexible hours, weekends, and holidays
• Hold (or willing to obtain) First Aid certification and Working with Children Check
• Excellent customer service and communication skills
• Passionate about improving customer experience
• Comfortable troubleshooting technical issues or reviewing system logs