Operations Manager – Quokka Coaches on Rottnest Island
Pinnacle Travel Group is seeking an experienced Operations Manager to lead the day-to-day transport operations of our growing Quokka Coaches operation on Rottnest Island.
This is a hands-on management position responsible for the effective, safe and efficient delivery of passenger transport services, including operational planning, workforce coordination, fleet utilisation, regulatory compliance, customer service and continuous improvement.
Working closely with the PTG Management Team and our Malaga-based workshop and support functions, you will play a key role in ensuring our operation delivers a safe, reliable and exceptional passenger experience.
About Pinnacle Travel Group
Pinnacle Travel Group is a fully integrated Western Australian family-owned company providing transport and tourism services across land and sea.
Our group includes Rottnest Fast Ferries, Pinnacle Coachlines, Australian Pinnacle Tours, Quokka Coaches, Whale Watching Perth, Integrity Coachlines, Lancelin 4X4, Kimberley Quest and The Great Escape Charter Co.
We are committed to safe, reliable and timely transport while providing our customers with the best possible experience.
About the Role
As Operations Manager, you will have overall responsibility for the effective coordination and delivery of the Quokka Coaches operation on Rottnest Island.
You will lead and coordinate a team of drivers and ticket sales employees, manage operational resources and work closely with PTG's broader management team to ensure services are delivered safely, efficiently and in accordance with company and regulatory requirements.
The role will suit an experienced transport or operations professional who enjoys a dynamic environment, can make sound decisions under pressure and has the leadership capability to manage competing operational priorities.
Rottnest Island presents unique operational challenges, with changing passenger demand, weather, ferry movements, vehicle requirements and seasonal tourism demands. The ability to remain calm, organised and solutions-focused is essential.
Key ResponsibilitiesTransport Operations & Planning
- Manage the day-to-day operation and delivery of Quokka Coaches passenger transport services.
- Plan and coordinate operational resources to meet scheduled services, passenger demand and business requirements.
- Manage vehicle allocation and utilisation to maximise fleet availability and operational efficiency.
- Monitor operational performance and identify opportunities to improve productivity, reliability and service delivery.
- Coordinate responses to operational disruptions, delays, vehicle issues and other service interruptions.
- Work collaboratively with the PTG Management Team to plan and implement operational changes and service expansions.
- Ensure operational procedures are implemented consistently across the operation.
People & Workforce Management
- Lead, supervise and develop the Quokka Coaches operational team.
- Coordinate driver and operational staffing requirements, including workforce sheduling and daily operational coverage.
- Support onboarding, training and competency development of operational employees.
- Promote a positive, accountable and high-performing workplace culture.
- Manage employee performance and address operational or workplace issues in conjunction with the HR team.
- Provide clear leadership and direction during periods of high operational demand or disruption.
Fleet & Asset Management
- Coordinate with the Malaga Workshop Manager to maintain fleet reliability, presentation and availability.
- Monitor vehicle condition, defects and operational requirements and ensure issues are appropriately escalated and addressed.
- Assist with fleet planning, vehicle allocation and operational requirements associated with future service growth.
- Ensure vehicles and operational equipment are maintained to the required company and regulatory standards.
Safety, Compliance & Risk
- Maintain a strong focus on the health and safety of employees, passengers, contractors and visitors.
- Ensure transport operations are conducted in accordance with applicable legislation, regulatory requirements and PTG's management systems.
- Participate in incident investigations and implement corrective actions where required.
- Monitor and report incidents, accidents, customer complaints, vehicle damage and other operational issues.
- Identify operational hazards or risks and implement appropriate controls.
- Promote a strong safety culture and ensure employees understand and follow company procedures.
Financial & Business Performance
- Monitor operational costs, resource utilisation and revenue performance.
- Complete and maintain accurate operational and revenue reporting.
- Work with the PTG accounts and management teams to ensure accurate and timely financial and operational records.
- Identify opportunities to improve resource utilisation, operational efficiency and profitability.
- Contribute to operational budgets, forecasts and business planning as required.
Customer & Service Delivery
- Maintain high standards of customer service across the Quokka Coaches operation.
- Monitor customer feedback and identify opportunities to improve the passenger experience.
- Investigate and resolve customer complaints and operational issues.
- Liaise with clients, stakeholders and PTG reservations teams to ensure service requirements and expectations are met.
- Represent PTG professionally when dealing with customers, suppliers, contractors and external stakeholders.
Continuous Improvement
- Review operational processes and identify opportunities for improvement.
- Contribute to the development and implementation of operational policies, procedures and systems.
- Use operational data and performance information to support decision-making.
- Assist PTG with the expansion and development of passenger transport services across Rottnest Island and the broader business.
Skills & Experience
To be successful in this role, you will have:
- Demonstrated experience managing or leading a passenger transport, logistics, tourism or similar operational business.
- Proven leadership and people-management experience.
- Strong operational planning, scheduling and resource management skills.
- Experience managing fleet or transport assets and vehicle utilisation.
- Strong understanding of workplace health and safety and operational risk management.
- Demonstrated ability to manage competing priorities and make effective decisions under pressure.
- Strong financial and commercial awareness, including experience monitoring operational costs and performance.
- Excellent written and verbal communication skills.
- Strong organisational skills and attention to detail.
- A practical, hands-on approach with the ability to work collaboratively across multiple business functions.
- A strong customer-service mindset and commitment to operational excellence.
Qualifications & Licences
- HR or MR Driver's Licence –essential.
- Passenger Transport Driver (PTD) Authorisation – essential or willing to obtain.
- Previous bus or coach driving experience – highly regarded.
- Formal qualifications in transport, business, management or a related discipline – highly regarded.
What We Offer
As a valued member of the PTG management team, you will receive:
- A competitive salary package.
- The opportunity to lead an established and growing passenger transport operation.
- The opportunity to work on one of Western Australia's most iconic tourist destinations.
- A varied and dynamic management role across transport and tourism.
- Ongoing training, development and professional support.
- The opportunity to contribute to new services, operational improvements and business growth.
Important Information
This is a full-time management position with Quokka Coaches operation on Rottnest Island.
The successful applicant must be available to work weekdays and weekends, depending on operational requirements.
The role requires regular ferry travel to Rottnest Island and the option to discuss island accommodation, therefore applicants must be comfortable travelling by ferry or living remotely as part of their normal work duties.
Apply Now
If you are an experienced transport or operations professional looking for an opportunity to take responsibility for a growing passenger transport operation, we would welcome your application.
We encourage applicants to learn more about the Pinnacle Travel Group at www.pinnacletravelgroup.com.au.
Job Type: Full-time
Pay: $79,423.00 – $80,000.00 per year
Benefits:
- Employee discount
- Housing provided
Application Question(s):
- Are you willing to relocate to live on Rottnest Island?
- How many years of project management experience do you have?
Experience:
- Operations Management: 3 years (Preferred)
Work Authorisation:
Work Location: In person
