The Australian War Memorial combines a shrine, a world-class museum, and an extensive archive. The Memorial’s purpose is to commemorate the sacrifice of those Australians who have died in war or on operational service and those who have served our nation in times of conflict. Its mission is leading remembrance and understanding of Australia’s wartime experience.
Job Description
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. The Assistant Manager provides high-level advice, takes responsibility for the day to day supervision, training and development of the front of house team, preparation and implementation of rosters, contract management, and liaison with the contracted agency staff provider. The Assistant Manager, Visitor Services will have proven outstanding managerial skills in a customer service environment.
The Assistant Manager, Visitor Services, may need to work across weekends and public holidays if required. Additionally, as per the responsibilities of the role there is an expectation that Assistant Manager, Visitor Services will avail themselves on ANZAC and Remembrance Day and across busy visitation periods including, but not limited to, the Christmas and Easter breaks.
The Assistant Manager, Visitor Services, 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 general direction the Assistant Manager, Visitor Services will:
Assist in the management of the Visitor Services Team and the Memorial’s public gallery spaces to achieve approved service standards including:
- The provision of day to day supervision and support for the large and diverse front of house team;
- Contribute to the ongoing development of Memorial and agency staff through the implementation of ongoing learning and development programs including front of house operational, first aid and emergency practices and procedures;
- Preparation of rosters for Memorial and agency staff and daily liaison and coordination of the contracted agency staff provider;
- Monitoring and reporting on the condition of public spaces and displays;
- Managing more complex visitor communications including escalated visitor issues or concerns;
- Oversee the provision of visitor ticketing, tour and tour wholesale operations, volunteer rostering and general office management duties
- Contribute to the management and activities of the Section through the provision of advice concerning the operational matters affecting visitors and staff;
Also:
- Perform administrative and project work functions associated with visitor services including staff leave, corporate uniform, procurement and financial processing (including achieving annual budget targets as required), contract management, staff recruitment and performance reviews.
- Coordinate front of house aspects of events and ceremonial occasions such as, but not limited to, the daily Last Post Ceremony, ANZAC Day and Remembrance Day.
- Assist with the development and implementation of policies and procedures.
- Liaise with other areas of the Memorial and with external agencies and advise on visitor services matters.
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.
To apply please visit: https://www.awm.gov.au/get-involved/work-or-volunteer/employment
If you experience any problems with the application system please contact the Recruitment Team on 02 6243 4234 or email [email protected]
