Visitor Experience Officer

6 days ago

Melbourne City Centre, Australia Shrine of Remembrance Full time

**Please note**: This position is paid at Grade 1.1 during the initial training period, increasing to Grade 2.1 with a salary of $56,834- $64,911(+penalties) 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.

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