Visitor Experience Concierge - Toronto, Canada - Royal Ontario Museum

Royal Ontario Museum

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

***: Reporting to the Manager, Visitor Experience and working with direction from the Senior Operations Leads, the VX Leads, the Visitor Concierge is the primary public face of the ROM. They greet and direct visitors, manage queuing and crowds and operate the coat check, entry points and the museum's concierge service desks(s). They actively promote an engaging museum experience of learning and discovery by helping visitors and members tailor their museum journey, driving brand loyalty and repeat visitation.

RESPONSIBILITIES:

Greeting & Entry Management:

Warmly welcome visitors and ensure a smooth ticketing experience.
Manage queues, ticket scanning, and attendance counts.
Assist visitors with selfserve ticketing options and mobile devices.
Provide guidance on museum expectations and ensure smooth visitor flow.

Coat Check:

Greet visitors and manage coat check operations.
Ensure safe storage and timely return of checked items.
Comply with ROM policies regarding checked items.

Service Desk Operations:

Offer assistance at the member service desks.
Help visitors plan their museum journey, provide relevant information, and facilitate ticket and membership sales.
Address visitor concerns efficiently and positively.

Sales & Brand Loyalty:

Promote the ROM brand and its offerings.
Identify opportunities to upsell or crosssell museum products.
Prioritize visitor needs in every interaction to foster engagement.

Training & Teamwork:

Participate in customer experience training and team meetings.

Preparedness:

Help prepare the Front of House for daily operations.
Ensure readiness of all visitorfacing areas and report any issues to the Leads.

QUALIFICATIONS:

Secondary School Diploma. Studies in hospitality, customer experience, or related fields are a plus.
Up to a year in customer service, hospitality, or sales. A proactive approach to offering assistance is crucial.
Strong oral communication in English. Proficiency in a second language, especially French, is a significant asset. Excellent listening skills to understand visitor needs are essential.
Proven ability to foster positive customer relationships, drive sales, and promote brand loyalty.
Adaptability to changing operational environments and the ability to remain calm and patient in challenging situations.
Comfort with basic technological tools, such as computers and mobile devices.
Demonstrated ability to be prompt and maintain readiness for tasks in accordance with departmental policies.
Availability to work flexible shifts, including holidays and extended hours, especially during peak periods. Commitment to participate in training from February 27 to March 3 (with a flexible 5day schedule) and to work throughout the March Break (March 17, 2024).

SALARY AND TERMS OF EMPLOYMENT

START DATE:
February 27, 2024

END DATE:
March 30, 2024

OPEN DATE:
January 23, 2024

CLOSE DATE:
February 2, 2024

STATUS:
Part-time Contract

EMPLOYEE GROUP:
OPSEU Local 543

SALARY/

HOURLY RATE:
$ $24.11

SCHEDULE:
hours weekly during specified periods (Mar 9-17)

PROBATIONARY PERIOD:
420 hours or six (6) months

LOCATION (onsite/hybrid): 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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