Visitor Experience Office

Naomi Milgrom Foundation - MPavilion

The Visitor Experience Officer ensures a high standard of experience for both visitors and users of Tadao Ando's MPavilion.

ABOUT MPAVILION
A flagship initiative of the Naomi Milgrom Foundation, MPavilion is Australia’s leading architecture commission: a place for debate around the design of today and tomorrow. Since 2014, the Naomi Milgrom Foundation has invited extraordinary architects from Australia and across the world to design a meeting place for the Queen Victoria Gardens in Melbourne’s heart. Seven of the nine MPavilions have been gifted to the people of Victoria and relocated to new homes in the community to date.

The current MPavilion, by esteemed architect Tadao Ando, will remain in Queen Victoria Gardens until 2030, as a free public space for the community to come together to engage in cultural events, talks, performances, workshops, installations and gatherings of all kinds.

ABOUT THE ROLE
The Visitor Experience Officer is the principal point of contact for front of house operations at Tadao Ando’s MPavilion. This role significantly influences visitors experience, as well as oversight of MPavilion’s site activations and events.

Working closely with the team, suppliers and external collaborators, the Visitor Experience Officer is a customer-facing role, responsible for supervision and maintenance of Tadao Ando’s MPavilion and ensuring a high standard of experience for both visitors and users of the venue.

Operating within all permit and risk management requirements, the Visitor Experience Officer is the first point of contact for all on-site activity, including visitors, suppliers, contractors, community groups, cultural partners and artists. As well as ensuring that the venue is maintained to exceptional standards befitting of the architecture, the role also represents the Naomi Milgrom Foundation (NMF) in delivery of small-medium scale public and private events as part of the year-round MPavilion cultural program.

This role is full-time on a flexible roster, including weekends and some evenings, based at MPavilion in the Queen Victoria Gardens. The MPavilion designed by Tadao Ando is an outdoor structure with a partial roof.

KEY RESPONSIBILITIES
- Act as a point of contact for visitors to the pavilion - particularly in the busiest hours of visitation - ensuring excellent customer service standards, including detailed knowledge of the MPavilion project, architect and NMF.
- Manage safety and risk on-site, including briefing of MPavilion’s security contractor, and venue opening and closing operations.
- Undertake regular basic maintenance at the pavilion including cleaning of floor and reflection pool.
- Assess building maintenance needs for the pavilion, working with suppliers, contractors and stakeholders when necessary to ensure maintenance needs are met in a timely manner, and within budget, contract and permit requirements.
- Build and maintain relationships with community groups, cultural partners and artists who plan to use the pavilion, responding to enquiries, communicating operational requirements and available resources for events.
- Oversee the roll-out of on-site events as required, ensuring events are delivered as agreed, and within MPavilion’s permit and risk requirements.
- Arrange transfer and storage of production and technical assets as required for events.
- Maintain MPavilion’s operational budget, ensuring all maintenance and event expenses are accurately reconciled.
- Maintain consistent internal communication, attending regular meetings with the NMF team and providing advice on the streamlining of onsite operations as necessary.
- Ensure event reports & checklists are up to date and any urgent or important matters are brought to the attention of the CEO or NMF team.
- Ensure all relationships are collaborative, supportive, enthusiastic, team-orientated and effective.
- Other activities as directed by the CEO.

ESSENTIAL SKILLS/REQUIREMENTS
- Experience in a relevant Site Manager, Front of House or Visitor Services role
- The ability to successfully communicate with people from diverse backgrounds, cultures, abilities, socioeconomic circumstances and ages.
- Self-motivated, reliable and show initiative
- Experience working with suppliers, stakeholders and contractors
- Experience working in the arts or cultural sector
- Current Working with Children Clearance or agreement to gain clearance
- Valid drivers licence
- At all times display empathy, with dynamism, in their internal and external relationships

DESIRABLE SKILLS/REQUIREMENTS
- Experience in coordinating and supervising events
- First aid certificate
- An interest in design, architecture, arts, community, and culture