Guest Experience Lead: Tours, Staffing & Programs

National Portrait Gallery; Canberra; On-site; AUD 80,000 - 110,000; Full time

Job summary

The National Portrait Gallery in Australia is seeking a Visitor Experience Coordinator to lead a frontline team and oversee onboarding, training and coaching to foster an inclusive, service-oriented culture. You will ensure welcoming, person-centred visitor interactions across all touchpoints.

The role also coordinates staffing and operational systems to support visitor programs, and contributes to developing high-quality tours and experiences for diverse audiences, in collaboration with

Qualifications

• Experience leading frontline visitor services teams.
• Ability to design and implement onboarding and training programs.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Lead and mentor the frontline team through onboarding, training and coaching.
• Coordinate staffing and scheduling for visitor services and programs to ensure smooth operations.
• Develop, deliver and quality-assure tours and experiences for diverse audiences.
• Plan and deliver projects to improve visitor experience and operational performance.

Skills

People leadership

Onboarding

Training & coaching

Stakeholder engagement

Job description

The National Portrait Gallery in Australia is seeking a Visitor Experience Coordinator to lead a frontline team and oversee onboarding, training and coaching to foster an inclusive, service-oriented culture. You will ensure welcoming, person-centred visitor interactions across all touchpoints.

The role also coordinates staffing and operational systems to support visitor programs, and contributes to developing high-quality tours and experiences for diverse audiences, in collaboration with