Visitor Experience Officer

Location: Melbourne | CBD

Job type: Ongoing - full time or part time

Organisation: Shrine of Remembrance Trust

**Salary**: $56,834 - $64,911

Occupation: Hospitality and Tourism

Reference: VG/VISITOREXPERIENCE

The Shrine of Remembrance is Victoria's pre-eminent memorial to the service and sacrifice of Australian men and women in times of war and peacekeeping. It is a building with a soul, sharing the stories of extraordinary people whose efforts and experiences have shaped, and continue to shape, our nation. A Melbourne icon, the Shrine is consistently ranked among the nation's leading visitor attractions. Major redevelopment now facilitates provision of enhanced exhibition, education and learning programs to over one-million people each year.

**Please note: This position is paid at G1.1 during a 3-month probation period, increasing to G2.1 with a salary of $56,834 upon successful completion.**

The Shrine of Remembrance is more than just a monument; it's a symbol of remembrance, honour, and community.

**What You'll Do**:
The position reports to the Visitor Experience Manager - Operations, and at times will work under the directive oversight of other Shrine team members, including the Director Visitor Experience and the Ceremonial Program Manager.

Some of your responsibilities will include:

- Providing excellent face-to-face engagement to all visitors; making them welcome, orientating them, and engaging them with the Shrine's purpose.
- Supporting and working with the Shrine team to carry out the Shrine's daily operations including general visitation, retail, remembrance services, public programs, education programs, special exhibitions, venue hire, and events.
- Delivering evocative and memorable tours and actively participating in ongoing tour training, evaluation, and improvement.
- Undertaking administrative tasks in support of the Visitor Experience team.
- Following emergency procedures as a Warden in the event of an incident or emergency.

We are looking for a motivated individual who can make a positive impact on our team. Here's what we're looking for:
**Essential**
- Empathy with the objectives of the Shrine of Remembrance.
- An understanding of, and commitment to, excellent customer service and facilitating exceptional experiences.
- Excellent interpersonal, communication, and interpretative skills with the ability to engage and connect with our diverse visitors.
- Ability to lead and facilitate groups.
- A positive, can-do attitude, with the ability to work as part of a team, be constructive, adaptable, and committed to ongoing improvement.

**Desirable**
- Cert IV accreditation/certification as a professional tour guide, or similar.
- Retail and cash handling experience, including the use of EFTPOS and POS systems.
- Level 2 First Aid Certificate, CPR, and experience delivering first aid, including using a defibrillator.

**Why Join Us**:
Working with us means being part of a dedicated team that values history, remembrance, and community. You'll have the opportunity to contribute to the growth of a significant Victorian landmark while enhancing your skills in hospitality and tourism. We offer a supportive, flexible, and inclusive work environment that encourages growth and innovation.

The Shrine of Remembrance is committed to equality, diversity, and inclusion. We welcome applicants of any: ability, including people with disability; age; cultural background, including Aboriginal and/or Torres Strait Islander Australians; gender identity; parental or carer status; race; religion; sex; or sexual orientation.

**How to Apply**:
If you're ready to make a meaningful impact and be part of our journey, we'd love to hear from you. Please submit your resume and a cover letter **addressing the key selection criteria** contained in the links above.