Visitor Experience Officer
Purpose:
The Visitor Experience Officer of the La Perouse Museum is responsible for leading the delivery of high-quality visitor experiences across all channels at the Museum. The position shapes the Museum’s front-of-house operations, provides strategic oversight of public visitation including group supervision, tours and public programs, and contributes to the development and implementation of audience engagement strategies both onsite and online, including managing and coordinating the Museum’s social media and website.
About the role:
As the first point of contact with visitors to the La Perouse Museum, you will provide services and information regarding the programs, exhibitions, and facilities available to ensure a consistent and high-quality experience for all. Additionally, you will:
- Supervise and coordinate front of house services including training and mentoring casual staff to ensure operational excellence and staff development. The role requires regular weekend work.
- Oversee frontline communications including oversight of the Museum’s central inbox and telephone enquiries, ensuring complex enquiries are resolved efficiently or escalated appropriately.
- Oversee the Museum’s digital channels including drafting content for social media, scheduling posts, programming engagement campaigns, updating the Museum website, and monitoring analytics to inform the Museum’s engagement strategies.
About you:
You are a motivated and creative person who can champion the visitor journey across in person, phone, and online touchpoints by delivering exceptional front-of-house customer service, anticipating visitor needs, and fostering meaningful engagement with the Museum’s stories, collections and programs. You have:
- Demonstrated experience in visitor services, front-of-house, or public-facing roles within a cultural or heritage organisation.
- Proven supervisory experience, including staff scheduling and training with a focus on delivering consistently high-standard visitor experience.
- Strong digital engagement skills, including social media content creation, scheduling, analytics, and website management.
- Availability to work most weekends