Visitor Services Assistant Manager

Ongoing - Full Time - APS6
- $90,199 - $101,022
- Campbell, ACT

**The Role**

The Assistant Manager is responsible for the day to day supervision, training, development and management support of the front of house team (including voluntary guides). This includes providing high-level advice, the preparation and implementation of rosters, contract and budget management, and liaison with the contracted agency staff provider.

As per the responsibilities of the role, the Assistant Manager will work on Anzac and Remembrance Day. Additionally, they may also need to work across weekends and public holidays, including, but not limited to, Christmas and Easter breaks.

The Assistant Manager must also have the willingness and aptitude to learn key aspects of the Manager role to assist in peak visitation periods and/or during the incumbent’s absence.

**Core Responsibilities**

Under limited direction of the Manager, the Assistant Manager will lead the day to day management and supervision of the Visitor Services team. In this role you will be responsible for:

- Assisting in the management of the Visitor Services team and the Memorial’s public gallery spaces to achieve approved service standards including;
- Leading and supervising staff in a diverse workplace at all points in the employment lifecycle;
- Building competence and promoting a collegiate environment that ensures visitor service excellence is embedded across the whole team
- Contributing to the ongoing development of Memorial and agency staff through the implementation of ongoing learning and development programs including front of house operations, first aid and emergency practices and procedures;
- Preparation and management of rosters for Memorial and agency staff within budget parameters
- Tracking and reporting agency performance;
- Monitoring and reporting on the condition of public spaces and displays;
- Managing more complex visitor communications including escalated visitor issues or concerns; and
- Overseeing the provision of visitor ticketing, tour and tour wholesale operations and volunteer rostering.
- Performing administrative and project work functions including staff leave, procurement and financial processing, budget and contract management, and the recruitment and performance review of staff, volunteers and contracted Last Post Ceremony performers;
- Daily liaison and coordination with internal and external stakeholders on Visitor Services matters, including but not limited to the contracted agency staff provider and Defence;
- Ensuring that risks are assessed, controlled, monitored, reported, escalated and closed in line with Memorial procedures;
- Contributing to the management and activities of the Section through the provision of advice concerning operational matters affecting visitors and staff;
- Assisting with the development and implementation of policies and procedures; and
- Coordinating front of house aspects of ceremonial occasions such as, but not limited to, Anzac Day, Remembrance Day and the daily Last Post Ceremony (the Assistant Manager will also emcee this ceremony as rostered).

**Additional Requirements**:

- 2-3 years previous supervisory or management experience
- Hold a Certificate IV in Training and Assessment (TAE40122) or the willingness and capability to obtain one
- Willingness to work outside business hours

**Contact Information**:

- For specific questions relating to this job vacancy, please contact: Gerard Pratt, (02) 6243 4343

**Closing Date**:
Applications close at 11:30pm, Thursday, 16 January 2025
For more details about the position and how to apply, please view the information pack.