Guest Experience Officer

About Perth Children’s Hospital Foundation

The Perth Children’s Hospital Foundation is a longstanding Western Australian charity with over 100 years of service dedicated exclusively to supporting the Perth Children’s Hospital. Currently, the Foundation is excited to be part of the development of Sandcastles Children’s Hospice (Boodja Mia), Western Australia’s first purpose-built paediatric hospice set to open in 2026.

About Sandcastles Children’s Hospice

Located along the scenic coastline of Western Australia, Sandcastles Children's Hospice is designed as a welcoming, home-like environment to provide specialist palliative care for children and young people facing life-limiting or life-threatening conditions. The facility also offers vital support to their families, emphasizing comfort, joyful memory-making, and meaningful connections.

Role Overview

As a Guest Experience Officer, you will serve as the primary non-clinical contact for families staying at Sandcastles, ensuring a supportive and compassionate environment. Your role includes anticipating and addressing family needs, creating an inviting atmosphere, and connecting families to resources and staff to optimize their stay. A distinctive aspect of this position involves care and handling of Bella, the hospice's certified facility dog, fostering comfort and calmness for families.

Primary Responsibilities

• Warmly welcome and orient families upon arrival, consistently attending to their needs and preferences throughout their stay to maintain care continuity.
• Provide compassionate support during significant transition moments such as arrivals, departures, and challenging days.
• Inform families about available programs and facilitate their engagement.
• Coordinate with clinical staff to align non-clinical support with family situations, respecting role boundaries.
• Manage day-to-day care and welfare of Bella, the facility dog, during working hours, collaborating with her Primary Handler.
• Arrange safe, meaningful interactions between Bella and residents suited to their needs.
• Uphold Sandcastles’ values in all interactions with families, visitors, staff, and stakeholders.

Candidate Profile

The ideal candidate is a warm, steady individual with a background in hospitality, family services, or similar sectors. Experience in healthcare, palliative care, or children’s services is highly valued. Essential personal qualities include genuine empathy, compassion, and emotional resilience due to the sensitive nature of supporting children and families facing serious illnesses and grief.

Key Skills and Attributes

• Excellent interpersonal and communication skills, with the ability to engage professionally and warmly with diverse populations.
• Love for animals and confidence in handling a certified facility dog.
• Strong organisational ability and careful attention to detail.
• Discretion, confidentiality management, and skill in handling sensitive emotional situations.
• Collaborative and adaptable approach to teamwork.
• Capability to work effectively both independently and as part of a multidisciplinary team.

Employee Benefits

• Additional leave during Christmas and on birthdays.
• Reproductive leave provisions.
• Access to various corporate discount programs.
• Salary packaging options to reduce taxable income and enhance take-home pay, including up to $15,899 for living expenses and $2,650 for entertainment benefits annually.
• Health and wellness initiatives.
• Discounted private health insurance.

Additional Information

This is a part-time (0.6 FTE) onsite role based in Swanbourne, Western Australia. The Foundation encourages applications from all backgrounds and is committed to fostering a safe, respectful, and inclusive culture. Prospective candidates are invited to submit a cover letter highlighting their experience and suitability. Further role inquiries can be directed to the Foundation’s HR department via email.