Visitor Services Supervisor

Section Overview

The Commemoration and Visitor Engagement (CVE) Section is part of the Public Programs Branch. The Section delivers the Memorial’s visitor experience across commemorative, interpretive and visitor service platforms. The Section comprises four teams: Visitor Services; Education; Events & Ceremonies; and Last Post Ceremony.

Team Overview

The Visitor Services team comprises 34 full-time and up to 75 casual positions, plus more than 100 voluntary guides. As the first point of contact for visitors to the Memorial, the team is committed to delivering world-class service excellence 364 days a year, ensuring every visitor experience is meaningful, engaging, professional and memorable. Visitor Services Officers form the majority of the team and deliver front-of-house services across seven days a week. The team is led daily by one of the team's Visitor Services Coordinators, who provide visible frontline leadership, operational oversight and guidance to ensure the consistent delivery of visitor services, commemorative activities and emergency response capability. The Visitor Services team plays a significant role in delivering operational and ceremonial components of the daily Last Post Ceremony, as well as major national commemorative events and ceremonies conducted on Anzac Day and Remembrance Day. Visitor Services staff are also pivotal in the provision of visitor emergency response throughout the Memorial.

Who are we looking for?

We are seeking professional, adaptable and service-focused individuals with a strong commitment to the Memorial's commemorative purpose. Successful candidates will possess the supervisory capability, emotional maturity and interpersonal skills required to support a large and diverse front-of-house team while delivering exceptional visitor experiences. The role requires sound judgement, initiative and problem-solving skills to coordinate daily operational activities, supervise staff, manage competing priorities and respond effectively to visitor enquiries, incidents and emerging operational issues. Successful candidates will communicate confidently, build positive professional relationships and provide visible leadership and support to staff in a dynamic public-facing environment. They will demonstrate the confidence to make operational decisions within established procedures and maintain service standards in a busy public-facing environment. Candidates must be capable of maintaining personal resilience to meet the physical, mental and roster demands of the role and demonstrate the adaptability required to support the safe and effective delivery of visitor services across weekends, public holidays and peak visitation periods.

Under general direction, Visitor Services Supervisors are responsible for the following key areas of responsibility:

• Leadership and Operational Coordination
  • Support Visitor Services Coordinators in the daily supervision and coordination of Visitor Services Officers, volunteers and casual staff across the Memorial. 
  • Provide visible on-floor leadership, guidance and mentoring to Visitor Services Officers to support the consistent delivery of visitor service, operational and commemorative outcomes.
  • Monitor visitor flow, staffing requirements and operational activities, escalating significant issues as required. 
  • Assist with opening and closing procedures, cash handling processes and other daily operational requirements. 
  • Support the implementation of operational priorities, work procedures and service delivery standards across visitor-facing areas. 
  • Contribute to staff induction, training and capability development activities as directed.
  • Support and mentor Visitor Services Officers in developing operational capability, visitor engagement skills and emergency response knowledge.
  • Provide guidance and operational support to Memorial voluntary guides to support consistent visitor service standards and visitor engagement outcomes.
  • Promote a positive team culture through professional leadership, communication and collaboration.
• Visitor Service and Stakeholder Engagement
  • Provide accurate information and interpretation regarding the Memorial's galleries, exhibitions, programs, commemorative areas and visitor facilities. 
  • Manage escalated visitor enquiries, complaints and sensitive matters with professionalism, empathy and sound judgement, referring more complex issues where required. 
  • Foster positive relationships with visitors, volunteers and internal stakeholders. 
  • Promote a welcoming, inclusive and professional visitor experience that supports the Memorial's values and commemorative purpose. 
  • Actively engage with visitors in a friendly and approachable manner while supporting Visitor Services Officers in the delivery of exceptional customer service.
• Commemorative Events and Ceremonial Delivery
  • Support the operational delivery of the daily Last Post Ceremony and undertake Master of Ceremonies duties as rostered (to be achieved within three months of engagement).
  • Assist Visitor Services Coordinators in coordinating Visitor Services functions on Anzac Day, Remembrance Day and other commemorative events and ceremonies. 
  • Provide guidance and support to Visitor Services Officers undertaking ceremonial responsibilities. 
  • Contribute to the successful delivery of commemorative activities while maintaining the dignity and commemorative ethos of the Memorial.
• Emergency Response and Safety
  • Apply first aid and emergency response practices in accordance with mandatory training and accreditation requirements. 
  • Assist Visitor Services Coordinators in implementing Visitor Services responses to visitor incidents, emergencies and evacuations in accordance with Memorial procedures. 
  • Provide guidance and support to Visitor Services Officers during incidents, emergency situations and operational disruptions. 
  • Promote compliance with work health and safety requirements and report hazards, incidents and operational risks. 
  • Assist in maintaining staff awareness of emergency response, evacuation and incident management procedures.
• Administration
  • Assist with workforce rostering, staffing allocations and operational planning activities as directed. 
  • Maintain accurate operational, staffing and statistical records. 
  • Support the preparation of daily staffing documentation, operational reports and other administrative requirements as directed. 
  • Undertake performance reviews of Memorial voluntary guide tours as required.

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

In addition to the key areas of responsibility outlined above, it is a requirement for all Visitor Services Supervisors to be able to:

• Move freely up and down stairs and stand for extended periods on hard surfaces.
• Undertake manual handling tasks including the movement and setup of electrical and audio equipment, weighted bags, crowd control bollards and barriers.
• Work to a roster which incorporates regular work over weekends and public holidays (the roster cycle runs across a 4-week period of 7 days on, 2 days off, 5 days on, 2 days off, 3 days on, 2 days off, 5 days on, 2 days off).

Visitor Services Supervisors are categorised as shift workers due to the nature of the role and receive applicable shift loadings and entitlements in accordance with the Memorial's enterprise agreement. 

Additionally, there is an expectation that Visitor Services Supervisors will make themselves available on Anzac Day and Remembrance Day and during peak visitation periods including, but not limited to, the Christmas and Easter holiday periods.

As part of the Memorial's commitment to providing a world-class corporate image, Visitor Services Supervisors are required to wear a corporate uniform. Restrictions may apply to visible tattoos, piercings and hairstyles as front-of-house staff are required to adhere to a dress and appearance procedure.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.