ASSISTANT MANAGER, VISITOR WELCOME
(Full-time, Permanent – Tuesday to Saturday schedule)
The Royal Ontario Museum (ROM) is Canada’s celebrated international museum and houses important collections in Art, Culture and Nature (www.rom.on.ca). The ROM is the largest Museum in Canada, attracting more than one million visitors per year, and is a world leader in communicating its research and collections to visitors. The ROM features 40 galleries and exhibition spaces in its original heritage building and its 2007 Michael Lee-Chin Crystal designed by Studio Daniel Libeskind.
Through the Welcome Project, the ROM will increase its porosity and transform the way it interacts with visitors by offering an additional entry beyond Bloor Street. This new entrance will be a convenient access point from Queen’s Park and the Museum subway. You will be responsible to meet and exceed the expectations of a warm welcome for all visitors regardless of where they enter the museum. Reporting to the Manager, Visitor Experience, you will assist with the delivery of a fully integrated front of house operation. In the course of your duties, you will oversee the museum’s coat check operations and develop quality standards which support your department’s mandate of delivering a first class visitor experience.
If you have fantastic team leadership skills and an excellent understanding of developing and delivering a celebrated visitor experience then we would love to meet you. As a key advocate for the visitor, you will assist in training and coaching personnel to ensure that all visitors feel that they belong at the ROM. In order for you to be successful in this position, you must have a demonstrated ability to work effectively across an organization to ensure a seamless visitor experience.
Line management including coaching and providing guidance in unionized environment using your clear and succinct communication skills
Coordinate projects, manage and train staff and develop procedures in a fast-paced, deadline-oriented environment
Manage financial controls and monitor invoicing to internal/external clients for coat check services
Posted Date 2017-11-29
Closing Date 2017-12-08
Type Full-Time Permanent
Salary $56,630 - $66, 623 per year
A minimum of a Community College certificate in hospitality and tourism, public relations or equivalent in education and experience
A minimum of three years in client and hospitality including experience at the supervisory/managerial level in visitor experience
Ability to maintain pro-active “can-do” attitude with a positive approach to work
Excellent interpersonal skills and possess the ability to inspire and motivate a large and diverse team
A high level of diplomacy, able to act as an Ambassador for the Museum in a variety of situations
Strong understanding of best practices within visitor and customer experience
Proven ability to assist with staff reports, monitor performance and standards, and deal with disciplinary matters
Ability to prioritize and work independently
Ability to identify and address bottlenecks and report to management using an issues management process
Proficiency in MS office software with particular strength in excel and powerpoint
Experience with budget planning and strong literacy, numeracy, accuracy and attention to details
Good analytical and problem solving skills, ability to act quickly and respond to diverse situations
Possess a good understanding of access, inclusion and diversity practices and understand how these relate to a large visitor attraction
A good understanding of safety and security protocols
Demonstrated oral proficiency in a second language at an “A” level (according to Government of Canada qualification standards) is preferred – preferably French – (“A” level is defined as the ability to ask/answer simple questions and give simple instructions)
Ability to work flexible or extended hours when necessary and must be able to work weekends, evenings and holidays
Previous front of house/box office experience with a working knowledge of a ticketing system and donor database is an asset
How to Apply
START DATE: As soon as possible
PROBATIONARY PERIOD: 6 months
SALARY: $56,630 – $66,623
APPLY IN WRITING TO: Human Resources & Organizational Development, Royal Ontario Museum, 100 Queen’s Park, Toronto, ON M5S 2C6,
By Email (preferred): firstname.lastname@example.org – please quote Competition #2017-100 – Assistant Manager, Visitor Welcome in the subject line
Or Fax (416) 586-5827.
PRIOR TO 5:00 PM ON: December 8, 2017
The 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.
Interpretation Canada c/o Kerry Wood Nature Centre 6300 45th Ave Red Deer, AB, Canada T4N 3M4