Tourism Services Manager

**Tourism Services Manager **:East Melbourne VIC, Australia

Apply

Return to Job List

**Tourism Services Manager**
- Passion for leading and delivering exceptional customer experiences and services.
- Energetic, motivational leader who leads by example and is a hands-on manager.
- Take the next step in your career and make your mark at Australia's most iconic sporting venue.

Located at the MCG, the Australian Sports Museum presents world-class exhibitions based on significant sporting and social history collections. The numerous galleries feature all major Australian sports and various Halls of Fame. The museum is a vibrant, exciting and attractive mix of information, cultural heritage and interactive entertainment. The MCG Tours provides the opportunity for everyone to explore the inner sanctum of the MCG, walk on the hallowed arena and follow in the footsteps of where legends have walked.
- Our purpose is to move Australia through the transformative power of live sport, entertainment and culture. Our values underpin how we operate and what we stand for as an organisation. This includes respecting the past whilst we shape the future; striving for excellence; lending a hand to others & and playing with pride, passion and purpose._

An excellent opportunity has arisen in the Club Services and Heritage department - Customer Experience & Service team, for an experienced **Tourism Services Manager **to lead the Tourism team. Reporting to the Executive Manager - Members & Guest Experiences, this is a very hands-on diverse management role where the job goals are to:

- Lead and Manage the Tourism team in Customer Service excellence which is inclusive of Front of House (FoH) and bookings process.
- Manage Volunteers for the Australian Sports Museum (ASM), Melbourne Cricket Club Museum (MCCM) and Melbourne Cricket Ground (MCG) Tour.
- Train staff and volunteers to ensure they deliver exceptional experiences.
- Manage relationships by communicating and engaging with key internal and external stakeholders to deliver our tourism products.
- Identify trends through research and visitation feedback; and
- Champion for continuous improvement through establishing efficiencies and elevating the guest experience

A genuine passion and commitment to customer experience & service, change management, as well as team leadership are at the forefront in this role. It requires you to be a team player who is 'hands on' in times of demand, excellent at multitasking, diligent and well organised. You will be able to develop meaningful and collaborative stakeholder relationships, whilst having a passion in identifying opportunities to improve process and be outcome driven.

To be successful in this role it is **essential** you have:

- Previous team management experience with strong customer service experience & change management background.
- Strong relationship/stakeholder skills.
- A creative drive and achievement focused.
- Technically sound computer skills in Microsoft Office suite.
- Strong experience with CRM systems.
- An ability to be commercially minded with excellent analytical skills.
- Exceptional influencing and conflict resolution skills.
- Excellent written and verbal communication with strong presentation skills.

**Preferable**:

- Relevant tertiary qualifications - Business or Tourism

For a more detailed understanding of the role please refer to the position description link on this page.
- Position Description

**Type**: Permanent

**Category**: Club Services & Heritage - Australian Sports Museums

**Reference ID**: RM000052

**Date Posted**: 03/12/2024