As the Assistant Manager you will manage all aspects of Visitor Experience operations, Including, but not limited to:
- managing and providing oversight of the Museum’s point of sale and online ticketing portal
- coordinating Visitor Services Host recruitment, overseeing roster and FTE allocation and management
- development and implementation of standard operating policies, procedures and WHS requirements
- development and implementation of interpretive programs and products
- acting as the Museum Duty Manager responsible for standard museum operations on weekends and public holidays
- overseeing Host Fire Warden responsibilities in the event of an emergency
- ensuring all front of house staff receive sufficient supervision, instruction and equipment to enable them to perform their duties safely
- contributing to the development and delivery of team training sessions
- effectively managing visitor and guest feedback, including escalation of issues and concerns onsite.
This rostered position will support the Museum’s strategic priorities by placing visitors at the core of all our work, providing consistent leadership of the visitor services team and an ongoing commitment to the experience of the broad range of Museum audience groups.
The key duties of the position include:
The successful candidate for this position will have proven experience in leading, managing and supporting large, inclusive and diverse teams within a customer service environment that delivers a premium visitor experience.
Operating in a busy and complex operational environment, the successful candidate will demonstrate an ability to effectively manage and resolve sensitive issues with visitors and stakeholders; have experience implementing service standards, managing change and implementing a culture of continuous improvement. They will have an in-depth understanding of customer service and interpretation within the cultural sector. They must have experience preparing and managing a large and complex roster that meets the Museum’s commitment to servicing the Australian public 364 days per year.
The successful candidate will have proven experience in taking responsibility and achieving quality outcomes. They will be a strategic thinker, who is flexible, adaptable and experienced in dealing with complex matters. A strong communicator, they will bring project management experience and a proven capacity to work independently and effectively plan and organise their own work.
Ready to apply?
Visit https://www.nma.gov.au/about/employment and apply online.
