Visitor Experience Hosts

OVERVIEW OF THE ROLE

The National Gallery is seeking enthusiastic customer services professionals to join the Visitor Experience and Membership team in our front-facing host positions.

The Visitor Experience (VE) team welcomes people to the National Gallery and aims to provide exceptional

customer service to domestic and international visitors and National Gallery members. Hosts are responsible for providing frontline assistance to visitors including concierge, ticketing, membership services, wayfinding, accessibility support, phone and email enquiries, feedback support, exhibition invigilation and assistance for some programs and events. In providing these services, Hosts communicate and interact with a wide range of people and liaise with staff across the Gallery. Hosts also assist with the operation and servicing of members in the Members Lounge.

Successful candidates can expect to work in a busy customer-focused environment requiring strong verbal

communication, resilience and interpersonal skills. This role includes the requirement to stand for periods of up to 3hrs at a time while working and undertake some manual handling responsibilities such as movement of bollards, chairs and restocking of marketing collateral. The Marketing, Communications and Visitor Experience portfolio works to attract and engage diverse audiences, grow earned revenue to support the Gallery's work, position the brand, and create inspiring and memorable experiences for everyone who visits.

The Gallery is open every day of the year (except Christmas Day) from 10am – 5pm.

There are multiple ongoing part-time positions available as well as a number of casual positions. Visitor

Experience Hosts are provided a fortnightly roster and are invited to attend a monthly team information and training evening.

An order of merit may be established from this selection process and may be used to fill future identical

vacancies over the next 12 months. Selection may be based on application and referee reports only.

If you do not wish to be added to an order of merit, please notify us in your application.

This position reports to the Visitor Experience Coordinator and is supported by the Visitor Experience and

Membership Manager.

The key duties of the position include:

WHAT WILL YOU DO?

In accordance with the APS 2 work level standards, you will:

• Provide exceptional, proactive, personable and informed customer service to visitors to the National Gallery in a range of locations including main entry, Members Lounge and entry to major exhibitions.
• Operate the Gallery's switchboard and email enquiries inbox, maintaining high standard of verbal and written communication and taking steps to follow up where required.
• Use the Gallery's Customer Relationship Management (CRM) system to process tickets, sell memberships and record visitor information maintaining strong data accuracy.
• Be the first point of contact for feedback and complaints, resolving in a sensitive and timely manner, and/or escalating where necessary.
• Maintain a high level of knowledge relevant to visitors about the National Gallery, including the national collection, exhibitions, events and amenities; confidently communicating information and highlights to visitors.
• Ensure an active contribution to a safe and secure workplace by monitoring visitor behaviour and wellbeing, promoting adherence with the National Gallery conditions of entry, identifying and reporting WHS hazards and incidents.
• Contribute ideas and participate in initiatives to improve the Visitor Experience function participating in daily briefings, debriefings, evaluations, team meetings and training to support continual improvement.

Eligibility

Citizenship - To be eligible for employment with the Gallery, you must be an Australian citizen.

Police Check - To be eligible for this role you must complete a police check.

Working With Vulnerable People Check (WWVP) - To be eligible for this role you must hold a current WWVP card.

Notes

HOW TO APPLY

To apply for this role please go to the National Gallery's Careers portal.

You should provide a tailored CV (maximum of three pages) along with a statement of no more than

two pages that outlines your skills, capabilities and experience, against the information above.

In your statement response you should keep in mind the capabilities and behaviours required to be successful for this role, as identified in the information above. Try not to duplicate information that can be found in your CV but do highlight any specific examples or achievements that demonstrate your ability to perform the role.

An order of merit or merit pool, may be established from this selection process and may be used to fill future identical vacancies over the next 18 months. Selection may be based on application and referee reports only. If you do not wish to be added to an order of merit, please notify us in your application.

CONTACT

Further information about the position may be obtained by contacting Alex Reinhold on 

Getting to know the National Gallery of Australia

The National Gallery is one of Australia's leading visual arts institutions. The National Gallery is based in Canberra and is a vital part of the Australian cultural landscape. Our Purpose is to collect, preserve, promote and share the national collection of art. The Vision of the National Gallery is to be the international reference point for art in Australia, inspiring all people to explore, experience and learn. Our Values include Boldness, Integrity, Respect, and Excellence.