Careers at Village Roadshow

Join our team to drive exceptional guest experiences!

About Us: Village Roadshow is a leading international media and entertainment company, with core businesses in cinema, movie production, film distribution, and theme parks. Our mission is to deliver memorable experiences to our guests and continuously innovate in customer satisfaction. Located in South Yarra, near the lively Chapel Street, Village Roadshow offers a vibrant working environment with nearby fitness facilities, restaurants, and fashion stores. It’s a fantastic opportunity to be part of a company passionate about creating memorable entertainment experiences.

About the Role: We have an exciting opportunity for a Guest Services Manager to join the Operations team at Village Entertainment. This role is responsible for leading the Guest Services team in delivering exceptional service and creating unforgettable experiences for our guests. As Guest Services Manager, you will drive initiatives to enhance guest satisfaction and ensure Village Entertainment remains at the forefront of customer service excellence.

Key accountabilities include:

• Lead and inspire the Guest Services team to foster a positive, guest-focused work culture.
• Manage and resolve guest inquiries professionally and efficiently across multiple communication channels.
• Support small group bookings, ensuring seamless guest experiences and satisfaction.
• Collaborate with the Operations Improvement Manager to execute the operational guest experience strategy.
• Develop and maintain service standards to ensure consistent, high-quality guest service.
• Utilise guest feedback and data analysis to identify areas for service improvement and innovation.
• Provide regular reports on guest satisfaction scores, feedback trends, and opportunities to enhance the guest journey.
• Work closely with internal teams to ensure operational processes align with the overall guest experience strategy.

About you:

We are seeking a dynamic leader with a passion for customer service and operational excellence. The successful candidate will have experience leading teams in a fast-paced environment and be focused on delivering outstanding guest experiences.

Key qualifications, skills, and competencies include:

• Proven experience in a guest services or customer-facing leadership role.
• Strong problem-solving and communication skills, with the ability to handle guest inquiries effectively.
• Demonstrated ability to lead and develop a team, fostering a positive and productive work environment.
• Experience in analyzing guest feedback and implementing process improvements to enhance service quality.
• Ability to manage multiple tasks efficiently, ensuring high standards of service are maintained at all times.

What we offer:

In return, we offer a collaborative and engaging workplace where every team member contributes to creating memorable guest experiences. You will have opportunities for professional development and access to exciting employee benefits, including movie tickets and entertainment perks.

Village Roadshow is an Equal Opportunity Employer. We are committed to creating an inclusive workplace that reflects the diverse audiences we serve, and we encourage candidates from all backgrounds to apply.

Village Roadshow is a proud Circle Back Initiative Employer – we commit to responding to every applicant.