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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 operations and those who have served our nation in times of conflict. Its mission is leading remembrance and understanding of Australia’s wartime experience.

Working under limited direction, Visitor Services Supervisors assist the Visitor Services Coordinators with the supervision of the Memorial’s large front-of-house team. This team provides a range of services to ensure the visitor experience is world-class. Visitor Services Supervisors will have proven supervisory skills and an excellent work ethic with a strong focus on visitor service and outcomes with a diverse public. This includes sound judgment and problem-solving capability. With regular contact with our older and more contemporary veterans and their families, high-level empathy and self-awareness skills are also a necessity.

Across weekends, public holidays and the period between Christmas and New Year’s Day, the daily supervision of the Memorial’s front-of-house team falls to the Visitor Services Supervisors. Outside these times, Visitor Services Supervisors will be rostered to assist with daily floor operations as required. With this noted, Visitor Service Supervisors need to consistently work in a close and cohesive manner with the Coordinators and other Supervisors to achieve common objectives, particularly as it relates to the supervision of a large and diverse team. They also need the ability to communicate in a confident and concise manner.

All front-of-house staff are required to undertake training and then apply first aid and emergency response practices as well as undertaking manual handling tasks. To successfully achieve this, applicants must be able to move freely up and downstairs to fulfil this component of the role. 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 role 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 Supervisors 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 provide a world-class corporate image, Visitor Services team members are required to wear a corporate uniform. Restrictions may apply to visible tattoos, piercings and hairstyles as front-of-house staff are required to adhere to a set dress and appearance procedure.

The key duties of the position include:

Under general direction and working within established frameworks, Visitor Services Supervisors are responsible for:

  • assisting the Visitor Services Coordinators in supervising the daily program of visitor engagement and information services including team performance, cash handling procedures and opening and closing procedures, in particular across weekends and Public Holidays;
  • providing accurate and helpful information, interpretation and assisting with more complex visitor issues, complaints or concerns as required;
  • compiling the daily staffing roster and the maintenance of general staffing, operational and statistical records as required;
  • providing consistent on-floor instruction, assistance and advice to Visitor Services staff to enable the application of new work procedures within operational areas, particularly as it relates to operational and emergency practices and procedures;
  • coordinating the delivery of the daily Last Post Ceremony and assisting with the ceremonial components of Anzac Day, Remembrance Day and other ceremonies as required;
  • undertaking performance reviews of Memorial Voluntary Guides as required;
  • actively engaging visitors in a welcoming and friendly manner;
  • the delivery of interactive, engaging and informative public programs;
  • sensitively maintaining gallery security whilst positively conveying to visitors an understanding of the dignity and commemorative ethos of the Memorial;
  • providing cloaking services and promoting Memorial saleable items to visitors; and
  • assisting school visitors throughout their visit.

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.

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Applications should be submitted in WORD (.doc or .docx) or .PDF by 11:59 pm (AEST) on 26 August 2021
If you experience any problems with the application system please contact the Recruitment Team on 02 6243 4234 or email [email protected]

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: