Visitor Experience Host

The National Gallery of Australia is seeking customer service professionals for front-facing Visitor Experience Host roles within the VE and Membership team. These positions require flexibility to work across a 7-day roster, encompassing weekends, public holidays, and peak periods. Availability across multiple days within a fortnight, including weekday shifts, is highly desirable.

The VE team is dedicated to welcoming visitors and providing excellent customer service to domestic and international guests, as well as National Gallery members. Visitor Experience Hosts are responsible for frontline assistance, including:

• Concierge services, ticketing, and membership support.
• Wayfinding and accessibility assistance.
• Responding to phone and email inquiries, including feedback management.
• Invigilating exhibitions and assisting with select programs and events.

In delivering these services, Hosts will engage with a diverse range of individuals and collaborate with staff across the Gallery. They will also support the operation and servicing of the Members Lounge.

Successful candidates will thrive in a busy, customer-focused environment, demonstrating strong verbal communication, resilience, and interpersonal skills. This role involves standing for extended periods (up to 3 hours at a time), moving between locations, and undertaking light manual handling tasks such as moving bollards, chairs, and restocking marketing materials.

The Marketing, Communications and Visitor Experience portfolio aims to attract and engage varied audiences, generate revenue to support the Gallery's operations, enhance the brand, and create inspiring and memorable experiences for all visitors. The Gallery operates daily from 10 am to 5 pm, excluding Christmas Day.

The National Gallery is recruiting for both non-ongoing positions with the potential for ongoing employment and casual engagements. A merit pool will be established to manage flexible staffing needs. Visitor Experience Hosts will receive a fortnightly roster and are invited to attend bi-monthly team information and training sessions.

Part-time positions involve working 7 days within a 14-day period, including one weekend within that fortnight. The merit list may be used to fill identical vacancies over the next 12 months, including casual and part-time opportunities within the Visitor Experience team. Applicants who do not wish to be added to an order of merit should indicate this in their application.

Visitor Experience Host roles are available on an ongoing part-time basis, as well as casual engagements within the VE and Membership team. This position reports to the Visitor Experience Coordinator and is supported by the Visitor Experience and Membership Manager.

Key duties of the position, in accordance with APS 2 work level standards, include:

• Providing exceptional, proactive, personable, and informed customer service to visitors at various locations, including the main entry, Members Lounge, and exhibition entrances.
• Operating the Gallery's switchboard and email inquiries inbox, maintaining high standards of verbal and written communication and taking follow-up actions as needed.
• Utilising the Gallery’s Customer Relationship Management (CRM) system to process tickets, sell memberships, and record visitor information with strong data accuracy.
• Serving as the initial point of contact for feedback and complaints, resolving them sensitively and promptly, or escalating them as necessary.
• Maintaining a comprehensive knowledge of the National Gallery, including its collection, exhibitions, events, and amenities, to confidently communicate information and highlights to visitors.
• Actively contributing to a safe and secure workplace by monitoring visitor behaviour and wellbeing, promoting adherence to the National Gallery's conditions of entry, and identifying and reporting WHS hazards and incidents.
• Contributing ideas and participating in initiatives to enhance the visitor experience, including daily briefings, debriefings, evaluations, team meetings, and training sessions for continuous improvement.

Eligibility:

• Citizenship: Applicants must be Australian citizens.
• Police Check: A police check is required for this role.
• Working With Vulnerable People Check (WWVP): Applicants must hold a current WWVP card or be able to obtain one.

Application Instructions:

To apply for this role, please visit the National Gallery's Careers portal. You are required to submit a tailored CV (maximum of three pages) and a statement of no more than two pages addressing your skills, capabilities, and experience in relation to the information provided. Your statement should consider the capabilities and behaviours necessary for success in this role, as outlined above. Please avoid duplicating information already present in your CV, but do highlight any relevant achievements.