Visitor Experience Officer

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,+11(+penalties) upon successful completion.

The Shrine of Remembrance is more than just a monument; it's a symbol of remembrance, honour, and community.

We are seeking multiple Visitor Experience Officers (Part-time and Full-time positions) who will play a key role in shaping and enhancing our visitors' experience. The ideal candidates will have a passion for delivering exceptional visitor engagement and a commitment to supporting the Shrine's mission through various visitor services, including tours, events, and retail operations.

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.
Performing front-line reception duties including being the first point of contact for enquiries in person, by email, and by phone.
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 ****** 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.