Visitor Services Supervisor - Front of House Lead

Australian War Memorial; Canberra; On-site; AUD 70,000 - 86,000; Full time

Job summary

Australian War Memorial is seeking an experienced Visitor Services Supervisor to support the everyday operation of the Visitor Services team. The role covers supervision of staff and casuals, front-of-house service delivery, and involvement in commemorative events across seven days a week.

The position is based in Campbell, ACT, with responsibilities across the Memorial’s galleries and visitor facilities. The role requires leadership, customer service excellence and the ability to manage

Responsibilities

• Leadership and Operational Coordination: supervise Visitor Services Officers, volunteers and casual staff.
• Provide visible on-floor leadership, mentoring, and ensure consistent visitor service delivery.
• Monitor visitor flow, staffing and escalate issues as needed.
• Assist with opening/closing procedures, cash handling and daily ops.
• Support service delivery standards and staff induction and training.
• Provide guidance to Memorial volunteers for consistent visitor engagement.
• Promote a positive team culture through leadership and collaboration.
• Visitor Service and Stakeholder Engagement: give accurate information about galleries and facilities; manage escalated enquiries and complaints.
• Foster relationships with visitors, volunteers and internal stakeholders to enhance experience.
• Deliver a welcoming, inclusive visitor experience aligned with Memorial values.
• Engage with visitors and support staff in delivering exceptional service.
• Commemorative Events: assist with Last Post Ceremony and rosters; support Anzac Day and Remembrance events.
• Safety and Emergency Response: apply first aid and emergency procedures; support incident response and evacuations.
• Maintain WHS awareness and report hazards and risks.

Job description

Australian War Memorial is seeking an experienced Visitor Services Supervisor to support the everyday operation of the Visitor Services team. The role covers supervision of staff and casuals, front-of-house service delivery, and involvement in commemorative events across seven days a week.

The position is based in Campbell, ACT, with responsibilities across the Memorial’s galleries and visitor facilities. The role requires leadership, customer service excellence and the ability to manage