Visitor Experience & Services Supervisor

About the role

The Visitor Experience & Services Supervisor leads the frontline team at the Twelve Apostles precinct, ensuring exceptional visitor experiences in one of Australia’s most iconic tourism destinations. Reporting to the Visitor Experience Manager, the role oversees daily operations of the Visitor Centre, tours, and interpretive zones while maintaining safety and service standards.

Key responsibilities

• Lead and support Visitor Services and Visitor Experience team members to deliver high‑quality experiences.
• Coordinate daily operations across the Visitor Centre, tours, activations and experience zones.
• Assist with rostering, staff deployment and day‑to‑day operational supervision.
• Support recruitment, onboarding, training and mentoring of team members.
• Monitor visitor flow, manage high‑volume periods and act as first escalation point for customer enquiries.
• Promote an inclusive, welcoming environment and ensure compliance with safety, emergency and operational procedures.
• Collaborate with internal teams and external stakeholders to support precinct operations and events.

Required profile

• Demonstrated experience in a supervisory or team‑leadership role within tourism, hospitality or visitor services.
• Strong customer‑focus with a passion for delivering memorable visitor experiences.
• Ability to work flexibly on a rotating roster, including weekends, public holidays and peak periods.
• Excellent communication and problem‑solving skills, with a proactive approach to service improvement.

Required skills