Visitor Experience Concierge

2 months ago

Toronto, Canada Royal Ontario Museum Full time

Are you passionate about culture, the arts, natural history, and science? Are you keen on how these elements aesthetically come together to tell the many stories of humanity? **Join our team at ROM and consider a fulfilling career as a Visitor Experience Concierge.**

***:
Reporting to the Assistant Managers, vxguidance of the Lead Concierges, the Visitor Concierge serves as the foremost representative of the ROM to the public. Their responsibilities include welcoming and guiding visitors, managing queues and crowd flow effectively, and supporting operations at the coat check, entry points, and the museum’s concierge desks. The Visitor Concierge is pivotal in enriching the museum experience by assisting visitors and members in customizing their journey and enhancing learning and discovery. This position is crucial in fostering brand loyalty and encouraging repeat visits.

**RESPONSIBILITIES**:

- Extends a warm welcome to visitors with a seamless ticketing experience, manages queues efficiently, assists with self-service ticket scanners and kiosks, and communicates museum visit expectations to ensure organized and smooth visitor flow.
- Engages visitors in meaningful interactions to build awareness of the ROM brand, provides tailored suggestions and information, and assists with wayfinding, especially around disruptions and event setups.
- Maintains the coat check by greeting visitors, handling personal items carefully, ensuring accurate item tracking and transactions, and adhering to ROM policies for checked items.
- Delivers comprehensive assistance at the concierge service desks by offering information, facilitating ticket and membership sales, and fostering positive relationships with proactive solutions and accurate cash handling.
- Enhances brand loyalty by promoting the ROM brand and products, identifies upselling and cross-selling opportunities, and focuses on visitor-centered interactions to deepen museum engagement.
- Participates in customer experience training, shadowing new staff, and assisting in preparing the Front of House, ensuring readiness and promptly addressing any issues.

**QUALIFICATIONS**:

- A secondary school diploma is required; education in hospitality, tourism, customer experience, or related fields is considered valuable.
- Up to one year of experience in customer service, hospitality, or sales with exceptional customer service skills, a proactive approach to offering assistance, and a natural inclination toward problem-solving.
- Demonstrated success in fostering positive customer relationships, driving sales, maximizing revenue, and promoting brand loyalty by identifying upselling and cross-selling opportunities.
- Outstanding oral communication skills in English, with proficiency in a second language highly regarded. French language proficiency would be considered a key asset.
- Excellent listening skills are essential to understanding visitor needs and ensuring customer-oriented interactions.
- A flexible approach to adjusting to a dynamic operational environment, maintaining a positive attitude and calm demeanour in challenging situations.
- Demonstrated problem-solving skills in customer service, comfort with crowds, and the ability to manage public inquiries and feedback tactfully and diplomatically.
- The ability to follow directions and utilize established customer service techniques to achieve quality visitor experiences.
- Adherence to departmental policies is crucial to maintaining a welcoming environment that accurately reflects the ROM brand.
- Comfort with basic technology tools, such as computers and mobile devices.
- Experience with ticketing systems, Point of Sale (POS), customer relations databases, and accurate cash handling are considered assets.
- Demonstrated punctuality and preparedness for shifts, breaks, and task execution.
- The ability to work various shifts, including daytime, evening, holidays, and extended hours during peak periods, is required.

**SALARY & TERMS OF EMPLOYMENT**

**START DATE**: August 2024
**OPEN DATE**:July 30, 2024
**CLOSE DATE**:Open until filled
**STATUS**: Part-time Permanent
**EMPLOYEE GROUP**:OPSEU Local 543
**HOURLY RATE**:$21.10 - 24.11
**SCHEDULE**:up to 24 hours
**PROBATIONARY PERIOD**: 420 hours or six (6) months
**LOCATION (onsite)**:Toronto, ON

**Diversity Statement**

**Accessibility Statement**
ROM is committed to fair and accessible employment practices. Upon request, suitable accommodations are available under the Accessibility for Ontarians with Disability Act (AODA) to applicants invited to an interview.

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