Reporting to the Assistant Director of the Visitor Experience, you will play a key role in creating exceptional visitor experiences by managing visitor enquiries and feedback, handling group visits and guided tour services to ensure smooth visitor operations and access
to our galleries and events. You contribute to the museum's operational excellence by maintaining our admissions and ticketing systems, work with local and overseas-based online travel agents and maintain other ancillary visitor services.
Your work also involves supporting our vibrant volunteer community through planning rosters, trainings, and recruitment activities, whilst ensuring smooth daily operations including managing visitor enquiries, group bookings, and guided tour services. You will support the team in analysing visitor data and feedback, provide visitor profile, ticketing and revenue reports, process financial billings and receipts and maintain record management systems to support the team in informed decision-making.
Key Areas of Responsibility
Visitor Experience
Manage the Hospitality mailbox and respond to public enquiries, ensuring timely and professional communication with all visitors. Oversee group booking operations including quota management, request processing, payment coordination, and billing administration. Coordinate guided tour services from initial requests through to delivery and billing, maintaining high service standards and operational efficiency.
Prepare comprehensive monthly revenue reports from multiple ticketing channels for reporting and analysis. Maintain meticulous financial records through systematic filing of receipts and sales reports, and oversee digital document management systems that supports the museum's commitment to financial accountability and operational excellence
Manage and refresh ancillary visitor experience related services such as wayfinding signage, lockers, guided tours and vending machine operations, ensuring optimal functionality and visitor convenience.
Data Analysis
Support comprehensive visitor data collection by tracking satisfaction metrics, demographic patterns, and behavioural trends. Conduct regular analysis of visitor feedback, attendance patterns, and engagement levels across different exhibitions and programmes. Prepare detailed reports and recommendations for service improvements, identifying opportunities to enhance the overall visitor journey.
Volunteer Management Support
Support recruitment, training, and retention strategies for the museum's volunteer programme including volunteer scheduling across various departments and special events, ensuring adequate coverage whilst maximising volunteer satisfaction.
