Experience Manager – Kangaroo Island

Are you passionate about adventure? Experienced with motivating teams? Love to problem solve and get things done? Join the Tasmanian Walking Group and become part of an eco-tourism family that’s been hitting the trails for more than three decades.

The Tasmanian Walking Company (TWC) has been walking for over 30 years, offering amazing wilderness experiences to our guests in some of Tasmania’s most special and remote wilderness locations. We work to deliver a truly immersive experience as we create connections between people and place in remote cultural landscapes through our boutique multi-day walking experiences.

Whilst our roots lie in Tassie, we operate on mainland Australia as The Australian Walking Company (AWC) and are excited to be experiencing a growth phase in the business as we introduce a number of new walks.

Why Us?

We pride ourselves on a culture that promotes sustainability, equal opportunities, continuous improvement, respect, integrity, and genuine fun (it’s even one of our values!) so that we can be leaders in our industry.

Our vision is to inspire people to connect with and conserve the natural environment for generations to come. We are committed to making a real difference with sustainable tourism at the heart of what we do.

About the Role

This role is based on Kangaroo Island. Reporting to the Head of Delivery, the Experience Manager is responsible for delivering the ultimate guest experience for the Kangaroo Island Lodge Walk, and works with others to provide for the maintenance and management of the overall experience including delivery, assets, people, systems, and processes.

Key responsibilities include, but are not limited to:

• Oversee safe and quality delivery of all walks, including exceptional guest service standards, provisioning and incident management.
• Maintain open communication with stakeholders, including Head of Delivery, guides and guests.
• Review and collate on-ground feedback, including hazard identification forms and guest feedback.
• Perform administration activities, including the development of operational staff rosters, and collaborate with the relevant stakeholders to develop walk documentation.
• Collaborate with the Facilities Coordinator and service providers to maintain lodges, company assets, and licensed areas.
• Oversee logistics and delivery of walk operations, including provisioning, stock-taking, and lodge setup and shutdown.
• Complete ad hoc guide or host shifts as required by business needs.
• Participate in walk development activities as required.
• Management and training of relevant team members, through coaching, mentoring, goal setting, performance management, and training delivery.
• Build strong relationships with key stakeholders, including our owners, clients, Traditional Owners, Parks & Wildlife, suppliers and tourism organisations.
• Ensure compliance with, and continuous improvement of, operational procedures and legal requirements.
• Ensure compliance to our Eco-Tourism Australia certification and seek to improve our environmental and eco-tourism credentials.
• Manage the relevant experience operational budgets, with support from the Head of Delivery.

What you will bring

This is an excellent opportunity for an individual who has an interest in the travel and tourism industry and is passionate about sharing Australian Wild Places.

We are looking for an enthusiastic and collaborative individual who is adaptive, process-driven, highly organised and possesses a growth mindset.

In addition, you will have:

• Relevant experience in a similar role, preferably in the tourism, hospitality or multi-day walking industry.
• Proven track record of successfully leading and developing a team.
• Extensive experience in managing customer service and enhancing customer experiences.
• Experience in managing operational budgets.
• Strong analytical and problem-solving skills.
• Exceptional organisational and time management abilities, with the capacity to prioritise tasks effectively.
• Committed to continuous improvement of systems, processes, and procedures.

What we can offer you:

• By negotiation accommodation may be a part of the Experience Manager package.
• Use of company vehicle.
• Opportunities for ongoing training, and social and professional development events.
• Exclusive pro-deals program for access to discounted adventure gear.
• Opportunities to experience and guide across our other walking products.
• Family & friend discounts across our walking products.
• Access to a free and confidential Employee Assistance Program.

How to show your interest

Please provide your current resume and cover letter explaining why you are interested in the position with Australian Walking Company.

Tasmanian Walking Company is committed to fostering a diverse, inclusive, and respectful workforce and we strongly encourage applications from people of all genders, cultures and walks of life.