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.
The Commemoration and Visitor Engagement (CVE) Section is part of the Public Programs Branch. The Section delivers the Memorial’s visitor experience across commemorative, interpretive and visitor service platforms. The Section comprises four teams: Visitor Services; Education, Events & Ceremonies, and, Last Post Ceremony.
The Visitor Services team is currently made up of 23 full-time and up to 40 casual positions, plus more than 100 voluntary guides. As the first point of contact for visitors to the Memorial, the Visitor Services team is committed to the provision and delivery of world-class service 364 days a year. This commitment ensures the visitor experience is not only meaningful, but engaging, professional and memorable.
The majority of the Visitor Services team are Visitor Services Officers who are rostered across seven days of the week. Visitor Services Officers are supervised on a daily basis by one of the team’s two Visitor Services Coordinators.
The Visitor Services team plays a significant role in delivering ceremonial components of the daily Last Post Ceremony and the national ANZAC and Remembrance Day ceremonies. Visitor Services staff are also pivotal in the provision of visitor emergency response within the museum.
Working under limited direction, the Visitor Services Coordinators are responsible for the supervision of a large Front of House team who provide a range of services to ensure the visitor experience is world-class. The Visitor Services Coordinators will have a proven excellent work ethic with a strong focus on visitor service and outcomes. This includes sound judgment, problem-solving as well as time and change management capability.
Visitor Service Coordinators need to consistently work in a close and cohesive manner to achieve common objectives, particularly as it relates to the ability to lead and manage a large and diverse team. They also have the ability to anticipate and respond to staff and stakeholders needs and expectations, by communicating confidently and presenting messages in a clear and concise manner. The ability to foster and maintain strong professional working relationships is an essential component of the role.
The Visitor Services Coordinator is responsible for the day-to-day management of the Memorial’s front of house activities across weekends, Public Holidays and the period between Christmas and New Year’s Day. They are also required to monitor and regularly liaise with rostered volunteers, Bookshop and café staff over the course of these rostered days. Additionally, in the absence of senior staff, the Visitor Services Coordinator is the main contact and senior Memorial representative on these days.
Visitor Services Coordinators are required to undertake training and then apply first aid and 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.
Note: This is a shift work position. Occupants of the roles are committed to being on a roster and working regularly over weekends and on public holidays. Additionally, as per the responsibilities of the role there is an expectation that Visitor Services Coordinators will avail themselves on ANZAC and Remembrance Day and across busy visitation periods including, but not limited to, the Christmas and Easter breaks.
As part of the Memorial’s commitment to providing a world-class corporate image, Visitor Services team members are required to wear a corporate uniform. Restrictions may apply to visible tattoos, piercings, or hairstyles as front-of-house staff adhere to a set dress and appearance procedures.
The key duties of the position include:
Under limited direction and working within established frameworks Visitor Services Coordinators are responsible for:
- Coordinating the daily program of visitor engagement and information services provided at the Memorial’s Front of House including team performance, overseeing cash handling procedures and opening and closing procedures
- Providing information, interpretation and managing more complex visitor communications including escalated visitor issues, complaints or concerns
- Providing visitor management of the Memorial’s public gallery spaces, facilities and grounds across weekends and Public Holidays
- Compiling the daily staffing roster and the maintenance of general staffing, operational and statistical records
- Providing on-floor operational instruction, assistance and advice to staff
- Coordinating the delivery of the daily Last Post Ceremony and emcee the ceremony as rostered
- Training Visitor Services staff in all aspects of front of house operational and emergency practices and procedures
- Providing advice to section management concerning operational matters affecting visitors and staff
- Assisting with the ceremonial components of Anzac Day, Remembrance Day and other ceremonies as required
- Undertaking staff recruitment and staff and voluntary guides performance reviews as required
- Undertaking administrative work and applying new work procedures within an operational visitor services area
- Achieving annual budget targets as required
A Certificate IV in Training and Assessment (TAE40110) although not essential would be beneficial
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: APSJobs.