Visitor Services Manager
Bundanon is an art museum embedded in a 1,000 hectare landscape, in the Shoalhaven region of NSW. The organisation’s mission is to operate the Bundanon properties as a centre for creative arts and education, to support the development of arts practice across all disciplines and to enable public access to the arts and to the landscape. Bundanon’s vision is to promote creativity and learning based in a unique cultural and natural landscape.
ABOUT THE ROLE
The Visitor Services Manager at Bundanon is crucial for delivering an outstanding visitor experience across both of Bundanon’s sites. This role oversees all aspects of visitor services, including front of house operations, accommodation and venue hire delivery, ticketing & memberships and collaborates with various departments to ensure high quality of service delivery. The position is responsible for managing & coordinating with all teams and maintaining oversight across all programs being delivered on-site to ensure a positive visitor experience. This role manages a team of 5–6 part-time and full-time staff as well as a pool of FOH casuals. Working closely with the Audience Engagement Manager, the role also collaborates on developing strategies to boost visitation numbers, extend visitor time on site and increase revenue via external venue hire and enhanced visitor experience touchpoints.
WHAT YOU WILL DO …
Strategy Execution – Implement a cohesive Visitor Services plan that aligns across all business segments (Engagement, Curatorial & Learning, Food & beverage, Development, Natural Resources)—while continuously improving how the visitor services function operates—including creating clear procedures, policies, and communication processes to support service delivery and long-term goals.
Visitor Experience Management – Oversee the entire visitor experience journey—across in-person, phone, and online interactions—including ticketing, admissions, information services, merchandise sales, tours, accommodation, and venue hire. Manage check-ins and communications with staying visitors, support and value the volunteer program, and take responsibility for improving and maintaining high standards across all Front of House operations.
Venue Management – Manage the bookings system and calendar for all venues and accommodations across the organisation. Support staff in using the system, including providing help to regular users and identifying improvements. Coordinate bookings with teams across operations, security, housekeeping, food & beverage, and engagement. Help develop events and new offerings that increase visitation and make the best use of available spaces.
Ticketing & Memberships – Ensure the smooth operation of ticketing, reporting, and membership systems by overseeing process consistency, data integrity, and timely delivery of all administrative and customer-facing functions.
Financial Reporting – Manage the budget for visitor services, regularly analyse data to measure the success of programs and events, and produce reports on visitation trends, operational efficiency, and sector benchmarking.
Compliance – Ensure all visitor services operations comply with government regulations and organisational risk management requirements, including audits, emergency preparedness, and Work Health & Safety protocols for staff and visitors.
WHAT WE ARE LOOKING FOR…
Essential
Tertiary qualification in relevant business management, hospitality, tourism, or similar.
Demonstrated experience managing visitor services or front of house operations in a public-facing environment.
Proven ability to lead and support a team, with strong managerial responsibilities across day-to-day operations, performance, and service delivery.
Demonstrated capability in using and overseeing digital systems such as booking, ticketing, or CRM platforms.
Experience coordinating venue or accommodation bookings using digital systems, with the ability to manage schedules, support internal users, and contribute to the smooth delivery of services or events
Strong communication and site coordination skills, with the ability to support smooth daily visitor engagement operations and interactions
Understanding of compliance, risk, and Work Health & Safety in a visitor services or customer-facing context.
Willingness to work weekends
Desirable
Experience working in arts and cultural institutions, tourism, or the not-for-profit sector.
Our candidate profile is just a guide. We know that many talented people only apply for jobs when there is an exact match. If you don’t fit all the criteria but believe this role is for you, we would very much like to hear from you.
REQUIREMENTS
All Bundanon employees are requested to obtain:
Current Working with Children Check.
National Police Check.
Driver’s License
TO APPLY
Your applications must include your:
Resume/ CV
Your applications must include your cover letter and;
a statement against the selection criteria
Please submit your application by Sunday, 27 April 2025. We encourage applications via the Portal.
Enquiries should be directed to:
Yashaan Aspi Cawasji
hr@bundanon.com.au
Human Resources Officer
