Visitor Experience Concierge

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? **Then consider a career at ROM.**

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As a Visitor Experience Concierge at ROM, you will be the primary public face of the museum, responsible for ensuring visitors have an engaging and memorable experience. You will greet and direct visitors, manage queues and crowds, operate the coat check and entry points, and assist visitors at the museum's concierge service desks. Your role will promote brand loyalty and drive repeat visitation by helping visitors and members tailor their museum journey.

**RESPONSIBILITIES**:

- Provide a warm welcome and smooth ticketing experience for visitors.
- Manage queues, greet visitors, scan tickets, and manually count attendance.
- Guide and assist visitors using self-serve ticket scanners, self-serve ticket sales kiosks, and mobile devices.
- Ensure visitors know their expectations during their museum visit and maintain organized and smooth queues.
- Engage with visitors and members, promoting the ROM brand and providing proof points for the museum's offerings.
- Greet visitors at coat check, track checked items, and handle payment transactions efficiently and courteously.
- Provide customer service assistance at concierge desks, helping visitors and members build a complete journey at the museum.
- Foster positive relationships with visitors and members, proactively addressing their challenges and concerns.
- Handle limited cash transactions and collect visitor data.
- Build awareness and understanding of the ROM brand while staying updated on museum products and offers.
- Maximize museum revenue by facilitating and promoting the purchase of museum products and identifying upselling opportunities.
- Prioritize visitor engagement, actively listening and empathizing to deepen their connection with the museum.
- Participate in customer experience training and team meetings as required.
- Assist with preparing the front of the house before daily opening, ensuring readiness at all times.

Join us and make a difference

**QUALIFICATIONS**:

- Secondary School Diploma. Education in hospitality and tourism, customer experience, or related fields would be an asset.
- Up to 1 year of experience in customer service, hospitality, or sales environment.
- Excellent customer service skills and proactive problem-solving ability.
- Proven success in fostering positive customer relationships, driving sales, and promoting brand loyalty.
- Excellent oral communication skills in English. Proficiency in a second language is a strong asset.
- Strong listening skills and customer-oriented approach.
- Flexibility and adaptability in a fast-paced operational environment.
- Positive attitude, patience, and diplomacy in handling challenging situations and public inquiries.
- Ability to follow directions and departmental policies to ensure a welcoming environment reflecting the ROM brand.
- Comfortable with basic technological tools and experience with ticketing or Point of Sale (POS) systems is a plus.
- Demonstrated promptness and preparedness for assigned tasks.
- Ability to work standing for long periods and perform repetitive tasks accurately.
- Availability for training in late June/early July.
- Minimum availability to work Saturdays, Sundays, and 2 weekdays (excluding museum closed days), as well as statutory holidays and occasional evening shifts as defined by the museum.
- Available to work up to 35 hours per week, 5-6 days a week, during peak periods defined by the museum.

**Salary and Terms of Employment**

**START DATE**:ASAP

**EMPLOYEE GROUP**:OPSEU Full-time Local 543

**HOURLY RATE**: $21.10

**SCHEDULE**:up to 24 hours

**PROBATIONARY PERIOD**: 6 months or 420 hours (whichever comes first)

**HOW TO APPLY: ONLINE**

**The 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.**

**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.

**COVID Statement**

Royal Ontario Museum recognizes its heightened duty to protect employees from health and safety risks during the current pandemic. As such, an offer of employment shall be conditional on proof of complete COVID-19 vaccination with a vaccine series approved by Health Canada or the World Health Organization.

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