Training & Services Co-ordinator - Tourism

East Melbourne VIC, Australia

**Training & Services Coordinator - Tourism**
- Utilise your great customer service, training, administration, service & stakeholder relationship management skills.
- Work for an iconic organization and be a part of a collaborative, dedicated tourism services team.
- Enjoy wonderful staff benefits.

The Melbourne Cricket Club (MCC) manages the Melbourne Cricket Ground (MCG), one of Australia’s greatest assets. The MCG is host to more than 70 major events annually, attracting over three million patrons and visitors.

Falling under the Club Services & Heritage department is the Australian Sports Museum and MCG Tours. The Australian Sports Museum presents world-class exhibitions based on significant sporting and social history collections. The numerous galleries feature all major Australian sports and various Halls of Fame. The museum is a vibrant, exciting and attractive mix of information, cultural heritage and interactive entertainment. The MCG Tours provides the opportunity for everyone to explore the inner sanctum of the MCG, visit the hallowed arena and re-live moments created by Australia’s sporting legends. In 2024/25, we welcomed over 186,000 visitors to both the Australian Sports Museum and MCG Tours.
- Our purpose is to move Australia through the transformative power of live sport, entertainment and culture. Our values underpin how we operate and what we stand for as an organisation. This includes respecting the past whilst we shape the future; striving for excellence; lending a hand to others & playing with pride, passion and purpose._

An excellent opportunity has arisen in the Club Services and Heritage department - Australian Sports Museum team, for an experienced Training & Services Coordinator. Reporting to the Tourism Services Manager, this is a very diverse role where the job goals are to:

- Identify training needs across the whole Team including Front of House and 300+ volunteers who run the MCG Tours and Museum.
- Implement and deliver training tools and sessions for all staff and volunteers in the Australian Sports Museum Team.
- Provide exceptional customer service, engaging content and provide the visitor knowledge beyond their expectations.
- Manage the Volunteer feedback program, ensuring feedback and support is provided, enhancing their experience and knowledge.
- Ensure the Gate 3 experience is welcoming to all visitors and the Team.
- Support the recruitment, onboarding and training of the Front of House and volunteer teams.
- Support the Tourism Services Manager with staffing, meet & greet and tour roles when required.
- To provide training support to the Education & Services Coordinator in delivering the ‘Welcoming Visitor Experience’ and assist coordinating staff and volunteers when required.

A genuine passion and commitment to customer service & experience are at the forefront in this role as well as building strong and supportive relationships with Volunteers. It requires you to be a team player who’s willing to work on the frontline in times of demand and excellent at multitasking, diligent and well organised.

To be successful in this role it is essential you have:

- Experience in training and customer service roles is essential for this position (Certificate IV in Training and Assessment).
- Demonstrated experience working in a large-scale customer service training role.
- Excellent computer skills, proficient in Microsoft Office Suite, and the ability to pick up new programs quickly.
- Ability to communicate effectively with management and other departments.
- Experience working with CRM systems.
- Extremely well-developed communication skills, including the ability to adapt information for different audiences.
- Excellent facilitation and presentation skills, with the ability to tailor messages and content to meet audience requirements.
- A strong coaching capability, with the ability to provide positive and constructive feedback.

For a more detailed understanding of the role please refer to the on this page.- **Type**: Permanent

**Category**: Club Services & Heritage - Australian Sports Museums

**Reference ID**: RM000067

**Date Posted**: 15/04/2025