Guest Experience Officer – 2027 Season, Horizontal Falls

About the role

Horizontal Falls Seaplane Adventures, part of Journey Beyond, is looking for a Guest Experience Officer for its 2027 season. The role covers guest experience, hospitality and housekeeping on the pontoon in Talbot Bay, in a small team environment. It is a seasonal position with contracts starting in March/April and ending in October/November 2027, with 10-12 day swings of work followed by 3-4 days off in Broome.

Key responsibilities

• Deliver an exceptional guest experience and product delivery, reflected in Net Promoter Scores and guest feedback
• Perform hospitality, food and beverage service and housekeeping tasks in line with company standards
• Coordinate tour schedules and timings with other Guest Experience Officers and marine team members
• Give welcome, departure and safety briefings to guests
• Uphold responsible service of alcohol principles and practices
• Support merchandise sales and manage stock on the pontoon
• Assist with launching and docking of seaplanes
• Promote a strong safety culture by reporting and investigating incidents and hazards
• Help resolve guest service issues and escalate them to the Guest Experience Manager if needed

Required profile

• Previous experience in hospitality, food handling and/or housekeeping
• Ability to work under pressure in a fast-paced environment and to deliver high guest experience standards
• Natural, friendly demeanour and a can-do attitude
• Strong public speaking skills; able to work independently and in a team
• Problem-solving and multi-priority management are advantageous

Required skills

• Valid First Aid and CPR certificate
• WA RSA
• Pass a pre-employment drug and alcohol test during onboarding

What we offer

• Generous discounts on Journey Beyond travel and experiences
• Study assistance policy and employee referral policy
• Parental leave program and purchased leave policy
• Private health discounts and discounts on merchandise
• Employee assistance program
• Salary sacrifice remote area benefits