Guest Experience Officer

A great lifestyle in a treasured environment, this is life at PSC!

The opportunity

Nestled in the heart of One Mile, our award-winning Port Stephens Koala Sanctuary is seeking expressions of interest from customer-centric individuals to join their team as a Guest Experience Officer.

From tour groups, to guest check-ins, online reservations, and everything in-between, you’ll be key in delivering an exceptional guest experience from their first enquiry, right through to their check-out and return. 

Our Guest Experience Officer is a face-to-face position, welcoming and supporting our guests at the Port Stephens Koala Sanctuary daily. Your focus is on making a memorable guest experience, whatever the reason for the visit! With guests arriving to check-in to our on-site glamping tents, tourist buses arriving with groups ready to explore the sanctuary, or families seeking a nature-filled day during school holidays – no day will be the same!  As you develop in this role, so will your knowledge of our on-site koalas where you will get to facilitate your own tours around the sanctuary for our guests on-site and day-visiting. 

What does the roster look like? 
Our rosters are scheduled in advance providing you plenty of notice of your shift times and schedules. As the Sanctuary is open 7-days a week, the roster is drawn up to reflect this, with shifts available across Monday to Sunday each week. 

As our business focuses around tourism and holiday-goers, there will be times during peak periods where we do require some flexibility from staff with regard to their rosters to ensure we can continue to provide the best experience we can to our guests. 

We roster to consider your leave requests and where possible, ensuring an even spread of weekend work across the team.

• This is a permanent opportunity – working part-time, with a minimum of 30 hours / week. During peak periods, there is capacity to work up to 38 hours / week bringing you up to full-time hours when required.
• Hourly Rate: $35.04 to $37.65 / hour + 12% superannuation + $2,023 retention allowance paid annually (pro-rated for part-time hours) 
• Working weekends? Penalty rates apply.
• You will be working from Port Stephens Koala Sanctuary, One Mile

View the position description for Guest Experience Officer here.

We’re all about putting the right people, in the right role! Here’s what we’re looking for:

• A certificate III in Tourism, Hospitality, or a relevant field or relevant experience in the Tourism, Hospitality or Customer Service industry
• Demonstrated customer service experience either face-to-face (if considering the Guest Experience Officer) or, over the phone in a high volume call centre environment (if considering the Sales & Reservations Officer)
• Effective communication skills with all customers, internal and external
• Ability to learn, or prior experience using a Reservation Management System – our team uses Newbook

This is life at PSC!

• Work/Life balance with generous leave entitlements, flexible work options and leave in lieu 
• Long service leave when you’ve been with us for just over 5 years
• Health & Wellbeing leave to recharge when you need it 
• Industry leading Paid Parental Leave accessible for all employees – regardless of how you became a parent, we offer 14 weeks that can be taken within 2 years from the birth, adoption, or long-term foster care of your child.
• PSCare Day available to all employees to take in addition to your regular leave entitlements
• Confidential support (including mental health) through our employee assistance program
• Award winning health and wellbeing program PSCare, Workers Health Initiative with access to a broad range of gyms in the area, and discounted health insurance
• Free parking on site and a convenient local shopping centre
• Coffee and food to keep you sustained at our on-site café
• And lots more…

Enough about us, we want to hear about you! So tell us about…

• What excites you about being a Guest Experience Officer?
• What is your availability?

Ready to Apply? Here’s what you need to know

• Applications Close: midnight, Sunday 30 August 2026
• Contact for information on Guest Experience Officer: Melinda Atkinson, Koala Sanctuary Assistant Manager, on (02) 4988 0929 or 0429 365 606 or Carmel Napper, Guest Experience Officer Team Leader, on (02) 4988 0800.
• For information on our recruitment process, and what we look for in an application, please visit our Careers page on our website for ‘How to Apply’
• To complete your online application, you will be asked to upload a copy of your resume and provide responses to the questions about
• We’re a 2026 Circle Back Initiative Employer – we commit to respond to every applicant
• We’ve partnered with the Veterans Employment Program to support veterans finding suitable, sustainable and meaningful employment
• Port Stephens Council adheres to the principles of a child safe organisation and supports children and young people having safe and welcoming experience in our community, accessing our facilities and in our care
• We acknowledge the Worimi as the original Custodians and inhabitants of Port Stephens. May we walk the road to tomorrow with mutual respect and admiration as we care for the beautiful land and waterways together