Introduction
The Great Ocean Road Coast and Parks Authority is responsible for protecting and managing one of Australia’s most iconic coastal landscapes. We care for parks, reserves and marine environments along the Great Ocean Road, including internationally recognised visitor sites. Working closely with Traditional Owners, communities and stakeholders, we protect environmental, cultural and heritage values while supporting sustainable visitation and long‑term conservation.
Description
About the role
The Twelve Apostles Visitor Experience & Services Supervisor plays a key leadership role in delivering exceptional visitor experiences at one of Australia's most iconic tourism destinations.
Reporting to the Visitor Experience Manager, this position is responsible for supervising frontline Visitor Services and Visitor Experience team members, ensuring the seamless day-to-day operation of the Visitor Centre and broader precinct. You will lead by example, supporting your team to deliver outstanding customer service while maintaining high standards of safety, presentation and operational excellence.
As a hands-on leader, you'll spend time working alongside staff, supporting visitors, managing operational issues and contributing to the delivery of memorable experiences for the thousands of visitors who visit the Twelve Apostles Precinct each year.
This is a full-time position operating within a seven-day tourism environment. The role requires flexibility to work a rotating roster, including weekends, public holidays and peak visitor periods.
What you'll do
- Lead and support Visitor Services and Visitor Experience team members in the delivery of high-quality visitor experiences.
- Coordinate daily operations across the Visitor Centre, tours, activations and visitor 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 and assist with managing high-volume visitation periods.
- Act as the first point of escalation for customer enquiries, concerns and service recovery.
- Promote a welcoming, inclusive and engaging visitor experience for all visitors.
- Support the delivery of events, tours, activations and interpretive experiences.
- Identify opportunities for service improvements through visitor feedback and operational insights.
- Ensure compliance with safety, emergency management and operational procedures.
- Work collaboratively with internal teams and external stakeholders to support precinct operations.
Skills And Experiences
What we're looking for
We're seeking a customer-focused leader who is passionate about people, tourism and delivering exceptional experiences.
You will bring:
- Experience in a supervisory or team leadership role within tourism, hospitality, visitor services or a similar customer-facing environment.
- Demonstrated ability to lead and motivate teams in busy, high-volume operational settings.
- Strong customer service, communication and stakeholder engagement skills.
- Experience handling customer complaints, resolving issues and supporting service recovery.
- Excellent organisational skills and the ability to balance multiple priorities.
- Strong problem-solving abilities and confidence making decisions in dynamic environments.
- A collaborative and adaptable approach to leadership.
- A commitment to workplace safety and delivering high-quality outcomes.
You will also be willing to work as part of a rotating roster across a seven-day operation, including weekends, public holidays and peak tourism periods.
Everyone is welcome at the Authority.
Here at the Great Ocean Road Coast and Parks Authority we are committed to creating a workforce that is diverse and is inclusive of all. We value and embrace the various experiences and perspectives people may have, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexual orientation.
We acknowledge the Traditional Owners of the lands on which we work and live and all First Nations peoples, and we pay our respects to their Elders past and present.
Applications close 11.59pm, Thursday, 30th July 2026.
