The Assistant Manager, Visitor Services, is a member of the Visitor Services team and works closely with the Visitor Services Manager to ensure visitors to the Australian War Memorial have an engaging, positive and memorable experience. As such, the Assistant Manager will have proven outstanding managerial skills in a customer service environment.
The Assistant Manager is responsible for the day to day supervision, training, development and management support of the front of house team (including voluntary guides). This includes providing high-level advice, the preparation and implementation of rosters, contract and budget management, and liaison with the contracted agency staff provider.
As per the responsibilities of the role, the Assistant Manager will work on Anzac and Remembrance Day. Additionally, they may also need to work across weekends and public holidays, including, but not limited to, the Christmas and Easter break if required.
The Assistant Manager is required to undertake training and then apply emergency response practices as well as undertaking manual handling tasks. An interest in and knowledge of Australian military history and museums would be an advantage in providing a quality visitor experience.
As part of the Memorial’s commitment to provide a world-class corporate image, restrictions may apply to visible tattoos, piercings or hairstyles as front of house staff adhere to a set dress and appearance procedures.
Core Responsibilities
Under limited direction of the Manager, Visitor Services, the Assistant Manager will lead the day to day management and supervision of the Visitor Services team. In this role you will be responsible for:
Assisting in the management of the Visitor Services team and the Memorial’s public gallery spaces to achieve approved service standards including:
- Leading and supervising staff in a diverse workplace at all points in the employment lifecycle;
- Building competence and promoting a collegiate environment that ensures visitor service excellence is embedded across the whole team
- Contributing to the ongoing development of Memorial and agency staff through the implementation of ongoing learning and development programs including front of house operations, first aid and emergency practices and procedures;
- Preparation and management of rosters for Memorial and agency staff within budget parameters
- Tracking and reporting agency performance;
- Monitoring and reporting on the condition of public spaces and displays;
- Managing more complex visitor communications including escalated visitor issues or concerns; and
- Overseeing the provision of visitor ticketing, tour and tour wholesale operations and volunteer rostering
Also:
- Performing administrative and project work functions including staff leave, procurement and financial processing, budget and contract management, and the recruitment and performance review of staff, volunteers and contracted Last Post Ceremony performers;
- Daily liaison and coordination with internal and external stakeholders on visitor services matters, including but not limited to the contracted agency staff provider and Defence;
- Ensuring that risks are assessed, controlled, monitored, reported, escalated and closed in line with Memorial procedures;
- Contributing to the management and activities of the Section through the provision of advice concerning operational matters affecting visitors and staff;
- Assisting with the development and implementation of policies and procedures; and
- Coordinating front of house aspects of ceremonial occasions such as, but not limited to, Anzac Day, Remembrance Day and the daily Last Post Ceremony (the Assistant Manager will also emcee this ceremony as rostered)
The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds, experiences, and perspectives. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds and people with a disability. To be eligible for ongoing or non-ongoing employment, Australian Citizenship is required.
For more information or to apply visit: https://www.awm.gov.au/get-involved/work-or-volunteer/employment
