Museum Guest Experience Specialist

royalontariomuseum; Toronto; On-site; CAD 33,000 - 37,000; Part time

Job summary

ROM in Toronto welcomes applications for a Visitor Experience Concierge. This front-line role greets guests, manages entry points and coat check, and assists at membership and ticketing stations to deliver an engaging visitor experience.

The position supports fast-paced public spaces, requires strong customer service skills, and offers part-time hours during peak periods with onsite work at ROM.

Qualifications

• High school diploma; post-secondary in hospitality, tourism, or customer service is an asset.
• Up to 1 year of experience in customer service, hospitality, or sales.
• Strong communication and listening skills; English proficiency essential.
• Proactive, guest-centred approach to problem-solving and service delivery.
• Comfort working in fast-paced, high-volume public spaces.
• Ability to use tablets, mobile devices, POS systems, and ticketing software.
• Reliable and punctual with team-oriented attitude.
• Willingness to work variable shifts including weekends, evenings and holidays.

Responsibilities

• Greet and direct visitors while managing queues, scanning tickets, and supporting self-serve and mobile ticketing kiosks.
• Operate the coat check, ensuring secure handling of personal items.
• Assist visitors and members at the service desk with museum planning, ticketing, and memberships.
• Support sales and engagement by identifying cross-selling and upselling opportunities.
• Respond professionally and empathetically to visitor concerns and feedback.
• Attend training and onboarding support for new team members.
• Assist in preparing front-of-house areas and maintain operational readiness.
• Support wayfinding during disruptions and event setups.
• Perform other duties to ensure an exceptional visitor experience.

Skills

Customer service

Communication skills

English proficiency

Teamwork

Problem-solving

Education

Secondary School Diploma

Post-secondary education in hospitality/tourism/customer service

Tools

Tablets

POS systems

Ticketing software

Job description

ROM in Toronto welcomes applications for a Visitor Experience Concierge. This front-line role greets guests, manages entry points and coat check, and assists at membership and ticketing stations to deliver an engaging visitor experience.

The position supports fast-paced public spaces, requires strong customer service skills, and offers part-time hours during peak periods with onsite work at ROM.