The Visitor Services Ticketing Coordinator is required to contribute and communicate effectively within a large and diverse team including volunteers, colleagues and external stakeholders alike. Under limited direction from the Visitor Services Manager, this role is responsible for the ongoing administration of the Memorial’s online ticketing management system and negotiating workable outcomes with tour wholesalers and operators.
The Visitor Services Ticketing Coordinator also works closely with the Visitor Services Administration Officer to assist with the coordination and rostering of up to 100 volunteers. The volunteers contribute to the Memorial’s public programs across a 7-day week, primarily the delivery of guided tours, both free and paid. With this noted, the successful candidate will have a shared responsibility for the ongoing administration, coordination and rostering of tours, including all aspects from responding to initial enquiries, processing ticket bookings and coordinating visits.
The Visitor Services Ticketing Coordinator will need to have an excellent work and customer service ethic. This includes comprehensive judgment and problem solving skills, and the ability to foster strong professional relationships. This position is also responsible for the compilation of reporting monthly, quarterly and annual statistics, plus achieving annual budget targets.
This position may be required to undertake training and then apply emergency response practices as well as undertaking manual handling tasks. Applicants must be able to move freely up and down stairs to fulfil this component of the role.
Responsibilities
Under limited direction and working within established frameworks, the Visitor Services Ticketing Coordinator is responsible for:
- Effective issues management and constructive planning and development to contribute to set budget and business objectives as they relate to paid tours, wholesalers, tour operators and tour commission structures
- The daily management, scheduling and releasing of new visitation sessions up to three months in advance via an online booking and ticketing system (currently TryBookings) for both online and on-site tickets
- Setting visitation session capacity up to three months in advance, and as required, in response to group bookings
- Booking, modifying or cancelling tickets on behalf of VIP’s, groups or visitors over the phone and via email
- Reporting statistics on a monthly, quarterly and annual basis as it relates, but is not limited to, ticketing capacity and attendance figures
- Providing a wide range of administration and office support including, but not limited to, drafting correspondence, compiling reports, calendar management and meeting scheduling
- Providing efficient and responsive communications to Memorial staff, volunteers and external stakeholders; ensuring concise, polite and professional standards that build and maintain strong working relationships
- Utilising SharePoint (Content Management System) for data entry and record maintenance
- Assisting with the delivery of the volunteer’s contribution to the Memorial’s public programs
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.
For more information or to apply visit: AWM website.
