The Assistant Manager, Front of House leads the delivery of welcoming, inclusive and safe visitor experiences across all public spaces of the Museum. The role oversees the day-to-day operations of the Front of House team, ensuring that staff deliver exceptional customer service, uphold safety and access standards, and support the Museum’s reputation as a trusted and culturally respectful destination for all audiences.
Reporting to and working closely with the Manager, Visitor Experience the Assistant Manager is responsible for rostering, supervision, training, incident response, and continuous service improvement. The position plays a key role in fostering a values-driven team culture and supports the integration of First Nations perspectives, accessibility principles and inclusive engagement across the visitor journey.
The role also supports venue hire, programming and public event logistics, working collaboratively across the Museum to ensure seamless operations and meaningful, safe and memorable visitor interactions.
The key duties of the position include:
Skills, experience and qualifications
Essential:
- Demonstrated experience in customer service or public engagement leadership in a museum, cultural, tourism or visitor-facing environment.
- Proven ability to supervise and motivate frontline staff to deliver consistent, inclusive and high-quality service.
- Strong interpersonal and conflict resolution skills, with experience managing public issues or incidents calmly and professionally.
- Understanding accessibility, cultural inclusion and child-safe principles in a visitor services context.
- Strong organisational and communication skills, including the ability to coordinate logistics, shift planning and operational delivery.
Desirable:
- Qualifications in tourism, visitor experience, cultural services, event management, or related field.
- Familiarity with incident reporting, risk assessment, and WHS in public environments.
- Experience in or understanding of First Nations cultural engagement in public-facing roles.
