General Manager Guest Experience | Journey Beyond

Be a part of sharing special places and shaping lasting memories with Australia’s leading experiential tourism business.

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 You

The ideal candidate is a passionate and strategic leader with a strong focus on guest experience and operational excellence. They bring expertise in operations, product development, and quality, with a proven ability to drive change and lead dispersed teams. Analytical and detail-oriented, they make data-driven decisions to enhance performance and create memorable experiences. Driven and self-motivated, they thrive in dynamic environments, inspiring collaboration and continuous improvement while always demonstrating a guest-centric approach.

About The Role

The General Manager Guest Experience is the driving force behind creating seamless, immersive, and unforgettable guest journeys. With a relentless focus on service excellence, they champion a relaxed yet extraordinary approach that brings the flavours, stories, and cultures of each experience to life. This role leads continuous improvement efforts, refining touchpoints, harnessing guest feedback, and shaping a single, unified view of the customer. By implementing a strong service recovery policy and collaborating with both operational and corporate teams, they ensure every interaction fosters connection, trust, and advocacy for the brand. Passionate, strategic, and guest-centric, they elevate experiences beyond expectations.

Based at our Adelaide office, this position requires frequent national travel.

Key responsibilities will include :

• Champion continuous improvement and exceptional guest experiences across the Group

• Identify service gaps, analyse guest feedback, and collaborate with teams to implement impactful enhancements

• Establish a consistent and effective approach to guest feedback collection, analysis, and reporting, ensuring insights lead to meaningful improvements

• Oversee a suitable service recovery policy, empowering crew to respond effectively, in real time and enhance guest satisfaction

• Develop training programs and service standards in collaboration with HR and business leaders, ensuring seamless and high-quality service delivery

• Support refurbishment and upgrade plans for front-of-house areas to enhance the guest experience

• Provide relevant reports and remedial plans for ongoing service improvements

• Maintain strong relationships with external stakeholders

• Support leadership in ensuring service teams are well-trained and qualified

What We Offer

• Generous discounts on Journey Beyond travel and experiences
• Study Assistance Policy
• Employee Referral Policy
• Parental Leave program
• Purchased Leave policy
• Private Health discounts
• Employee Assistance Program
• Discounts on Journey Beyond merchandise
• Flexible working environment

How to Apply

If you are a visionary leader with a passion for delivering outstanding guest experiences, driving continuous improvement, and inspiring teams to set new standards in service excellence, this role is perfect for you.

Apply now. Join us!