Lead 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 Lead Concierge.**

***:
Reporting to the Senior Manager, Visitor Experience (VX) and working with the Assistant Managers, the Lead Concierge provides real-time operational leadership and guidance to the Visitor Experience team, ensuring quality services are delivered across front-of-house roles, including admissions, membership services, coat check, entry points, and the contact centre. The Lead Concierge is the first point of escalation for visitor issues, troubleshooting operational challenges, and handling visitor feedback. They also play a key role in coaching staff, delivering training, and leading visitor experience enhancement projects with direction from management.

**RESPONSIBILITIES**:

- Monitor front-of-house operations, ensuring quality services are delivered at key touchpoints (admissions, coat check, member services, etc.).
- Support staff and redeploy as necessary to adjust to operational demands.
- Troubleshoot escalated issues and respond to visitor feedback.
- Provide daily operational reports to management.
- Coach the front-of-house team in real time, ensuring the highest level of customer service for visitors, members, and VIPs.
- Support the VX management team with staff training, both for new and current team members.
- Provide front-line insights to management for operational planning.
- Identify and resolve operational challenges proactively. Ensure adherence to standard operating procedures.
- Oversee cash handling procedures, including monitoring cash floats and ensuring reconciliation accuracy. Ensure fraud control and cash handling procedures are followed.
- Support management on visitor experience projects as needed

**QUALIFICATIONS**:

- Five (5) or more years of experience in the customer experience or hospitality industry, with demonstrated leadership experience in a supervisory role.
- Completion of at least three (3) years of post-secondary education or a College Diploma. A Bachelor’s Degree is an asset.
- Excellent oral and written communication skills in English. Proficiency in a second language, preferably French, is required at the "B" level.
- Ability to proactively identify and resolve operational challenges independently, and take initiative in managing visitor-facing operations.
- Experience training and motivating staff, and providing coaching and feedback to enhance customer service delivery.
- Strong organizational and multitasking skills, with the ability to balance competing operational priorities and remain calm under pressure.
- Experience handling public inquiries, visitor feedback, and sensitive issues with tact and diplomacy.
- Demonstrated cash handling experience, with knowledge of fraud control procedures.
- Ability to work variable shifts, including daytime and evening hours, weekends, and statutory holidays.

**SALARY & TERMS OF EMPLOYMENT**

**START DATE: November**
**OPEN DATE: October 7, 2024**
**CLOSE DATE: October 18, 2024**
**STATUS: Part-time contract**
**EMPLOYEE GROUP: OPSEU Local 543**
**HOURLY RATE: $31.24 - 35.70**
**SCHEDULE: Up to 24 hours weekly**
**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.

LI-Onsite

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