Job Description
Guest Experience & Operations Manager – AAT Kings
Darwin, NT | Full-time - 6-month fixed-term contract
About Us
AAT Kings has been guiding travellers through Australia and New Zealand for over 100 years. From the red deserts of the Outback and the ancient landscapes of Kakadu to the fjords of New Zealand and the wild coasts of Tasmania, we run small group tours, day tours and expeditions that get people closer to the places that matter.
Behind every unforgettable journey is a passionate team making it happen. That's where you come in.
About the Role
We're looking for a hands-on and commercially minded Guest Experience & Operations Manager to lead our Top End Day Tour business. Reporting to the Northern Territory General Manager, you'll be responsible for delivering exceptional guest outcomes, driving commercial performance, and ensuring the safe and seamless delivery of all touring operations across the region.
This is a broad leadership role spanning guest experience, complaints resolution, people leadership, rostering, fleet coordination, yield and load management, and stakeholder relationships — all with the goal of keeping AAT Kings the best choice for travellers in the Top End.
What You'll Be Doing
Guest Experience
Lead the delivery of exceptional guest service standards across all Top End touring operations
Oversee all guest feedback, complaints and recovery actions to protect brand reputation and ensure positive outcomes
Monitor NPS and feedback trends, implementing improvement initiatives
Identify opportunities for product and service enhancement based on guest insights
Support AAT Kings being the easiest company to book and the best choice for guests
Operations & Delivery
Oversee the daily operation of the Top End Day Tour business, ensuring safe and efficient delivery
Manage coach ordering, dispatch, daily run sheets and operational scheduling
Ensure effective rostering of Driver Guides, Guides and support staff in line with budget and demand
Monitor and manage average load and yield performance across all tours
Oversee incident management and reporting including vehicle issues, breakdowns and safety concerns
Manage the after-hours operational phone roster across 7 days as required
Work closely with reservations and systems teams to ensure accuracy and operational compatibility
People Leadership
Lead, coach and develop a high-performing guest experience and operations team
Manage recruitment, onboarding, performance reviews, training and disciplinary processes
Conduct regular team meetings focused on performance, guest feedback, safety and service delivery
Foster a collaborative culture across operations, reservations and on-road teams
Stakeholder Management
Build and maintain strong relationships with local suppliers, tourism operators, hotels and key industry partners
Represent AAT Kings at local trade, tourism and promotional events
Maintain close communication with Coach Operations, Reservations, Product and Sales teams
Administration
Manage departmental payroll, rosters, timesheets and associated records
Oversee petty cash, banking, invoicing and local administration functions
Monitor costs and ensure expenditure remains within budget parameters
Complete end-of-month reporting and financial administration tasks
What You'll Bring
Leadership experience in tourism, hospitality, transport or service operations
Strong customer service and guest experience background
Operational management and rostering experience
Commercial understanding of yield, load and profitability drivers
Experience managing teams in fast-paced operational environments
Travel and tourism industry experience highly regarded
Proficiency in Microsoft Office (Word, Excel, Outlook)
Well-developed conflict resolution and negotiation skills
Strong attention to detail and organisational skills
Why Join AAT Kings?
Wellbeing Support: Access to extensive employee assistance and wellbeing programs for you and your family.
Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
Learning & Development: Career development and personal growth opportunities.
Love for Travel Benefit: Annual travel credit after your first year to use on any of our core travel brands.
Volunteer Leave: Two days paid leave per year for volunteer opportunities.
Parental Leave: 12 weeks paid parental leave for eligible employees.
Darwin, NT | Full-time - 6-month fixed-term contract
About Us
AAT Kings has been guiding travellers through Australia and New Zealand for over 100 years. From the red deserts of the Outback and the ancient landscapes of Kakadu to the fjords of New Zealand and the wild coasts of Tasmania, we run small group tours, day tours and expeditions that get people closer to the places that matter.
Behind every unforgettable journey is a passionate team making it happen. That's where you come in.
About the Role
We're looking for a hands-on and commercially minded Guest Experience & Operations Manager to lead our Top End Day Tour business. Reporting to the Northern Territory General Manager, you'll be responsible for delivering exceptional guest outcomes, driving commercial performance, and ensuring the safe and seamless delivery of all touring operations across the region.
This is a broad leadership role spanning guest experience, complaints resolution, people leadership, rostering, fleet coordination, yield and load management, and stakeholder relationships — all with the goal of keeping AAT Kings the best choice for travellers in the Top End.
What You'll Be Doing
Guest Experience
Lead the delivery of exceptional guest service standards across all Top End touring operations
Oversee all guest feedback, complaints and recovery actions to protect brand reputation and ensure positive outcomes
Monitor NPS and feedback trends, implementing improvement initiatives
Identify opportunities for product and service enhancement based on guest insights
Support AAT Kings being the easiest company to book and the best choice for guests
Operations & Delivery
Oversee the daily operation of the Top End Day Tour business, ensuring safe and efficient delivery
Manage coach ordering, dispatch, daily run sheets and operational scheduling
Ensure effective rostering of Driver Guides, Guides and support staff in line with budget and demand
Monitor and manage average load and yield performance across all tours
Oversee incident management and reporting including vehicle issues, breakdowns and safety concerns
Manage the after-hours operational phone roster across 7 days as required
Work closely with reservations and systems teams to ensure accuracy and operational compatibility
People Leadership
Lead, coach and develop a high-performing guest experience and operations team
Manage recruitment, onboarding, performance reviews, training and disciplinary processes
Conduct regular team meetings focused on performance, guest feedback, safety and service delivery
Foster a collaborative culture across operations, reservations and on-road teams
Stakeholder Management
Build and maintain strong relationships with local suppliers, tourism operators, hotels and key industry partners
Represent AAT Kings at local trade, tourism and promotional events
Maintain close communication with Coach Operations, Reservations, Product and Sales teams
Administration
Manage departmental payroll, rosters, timesheets and associated records
Oversee petty cash, banking, invoicing and local administration functions
Monitor costs and ensure expenditure remains within budget parameters
Complete end-of-month reporting and financial administration tasks
What You'll Bring
Leadership experience in tourism, hospitality, transport or service operations
Strong customer service and guest experience background
Operational management and rostering experience
Commercial understanding of yield, load and profitability drivers
Experience managing teams in fast-paced operational environments
Travel and tourism industry experience highly regarded
Proficiency in Microsoft Office (Word, Excel, Outlook)
Well-developed conflict resolution and negotiation skills
Strong attention to detail and organisational skills
Why Join AAT Kings?
Wellbeing Support: Access to extensive employee assistance and wellbeing programs for you and your family.
Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
Learning & Development: Career development and personal growth opportunities.
Love for Travel Benefit: Annual travel credit after your first year to use on any of our core travel brands.
Volunteer Leave: Two days paid leave per year for volunteer opportunities.
Parental Leave: 12 weeks paid parental leave for eligible employees.
💡 Quick Summary
Seeking a career-building opportunity? The Guest Experience and Operations Manager position is now open for candidates interested in the Operations Executive Jobs sector. This role in Darwin offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operations Executive Jobs is a plus.
