Visitor Experience Concierge (6-month contract)

Royal Ontario Museum; Toronto; On-site; CAD 33,000 - 39,000; Part time

Job summary

The Royal Ontario Museum (ROM) is seeking a Visitor Experience Concierge to welcome guests, guide entry, and support ticketing and membership services. This front-line role requires a warm, service-oriented approach and the ability to manage busy public spaces in a museum setting.

Reporting to Assistant Managers of Visitor Experience, you will engage visitors, assist with membership and ticketing, and help maintain a positive, responsive front‑of‑house environment during peak periods.

Qualifications

• Secondary school diploma; post-secondary education 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, with oral proficiency in English (French or another second language is an asset).
• A proactive, guest-centered approach to problem-solving and service delivery.

Responsibilities

• Greet and direct visitors while managing queues, scanning tickets, and supporting self-serve and mobile ticketing kiosks.
• Operate the coat check, ensuring secure and efficient 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.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

Secondary School Diploma

Post-secondary in hospitality or customer service (asset)

Tools

POS systems

Ticketing software

Tablets / mobile devices

Job description

WHO WE ARE

Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada’s most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future.

As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values. Join our team at ROM for a rewarding opportunity as a Visitor Experience Concierge during our upcoming peak periods.

WHO WE NEED

We are seeking enthusiastic, service-oriented individuals to join ROM as a Visitor Experience Concierge. Reporting to the Assistant Managers of Visitor Experience and working under the guidance of the Visitor Experience Leads, this front-line position is the welcoming face of ROM. You’ll ensure a smooth, engaging, and visitor-focused experience by greeting guests, managing entry points and coat check, and offering support at membership and ticketing stations.

This role is ideal for folks who thrive in fast-paced, public environments, are passionate about delivering outstanding customer service, and enjoy making each visitor feel valued and welcome.

HOW YOU WILL MAKE AN IMPACT

• Greet and direct visitors while managing queues, scanning tickets, and supporting self-serve and mobile ticketing kiosks
• Operate the coat check, ensuring secure and efficient 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 participate in onboarding support for new team members
• Assist in preparing the front-of-house areas and maintaining operational readiness throughout the day
• Support wayfinding during disruptions and event setups
• Perform other duties as required to ensure an exceptional visitor experience

WHAT YOU BRING

• Secondary School Diploma; post-secondary education 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, with oral proficiency in English (French or another second language is an asset)
• A proactive, guest-centered 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 strong attention to detail and a team-oriented attitude
• Willingness to work variable shifts, including weekends, evenings, statutory holidays, and full-time hours during peak periods (e.g., December holidays, March Break, Family Day weekend)

SALARY & TERMS OF EMPLOYMENT

• Start date: October 2026
• Open date: August 24, 2026
• Close date: September 18, 2026
• Status: Part-time contract
• Employee group: OPSEU Local 543
• Salary: $23.74- $27.13per hour
• Schedule: Up to 24 hours weekly
• Probationary period: 420 hours or six (6) months
• Location: Toronto, ON (onsite)

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

Our recruitment process for the Visitor Experience Concierge opportunity will include an Invitation-Only Hiring Event at ROM in September 2026.

1. Application & initial screening : Apply online. Selected individuals will be invited to complete a pre-recorded videoquestionnaire to tell us more about your interest in ROM, your customer service experience, and the impact you could make as part of our Visitor Experience team.
2. Invitation-Only Hiring Event : Candidates selected to move forward will be invited to attend an in-person hiring event at the Royal Ontario Museum in September 2026. The event will provide an opportunity to meet members of the Visitor Experience and Human Resources teams, learn more about the role and working at ROM, and participate in our interview and selection activities.
3. Final selection : Following the hiring event, selected candidates will be contacted regarding next steps. Candidates receiving a verbal offer will be required to successfully complete ROM’s pre-employment requirements, including a background check and professional reference verification.

Please note: The September hiring event is by invitation only. Due to anticipated interest in this opportunity, only candidates selected through the initial screening process will receive an invitation and event details.

The above process may change or vary based on operational requirements and the number of candidates participating.

All virtual conversations and interviews will be conducted via Microsoft Teams and may be recorded.

WHY PEOPLE CHOOSE ROM

• Cultural engagement: Daily interactions with Toronto’s diverse culture and international visitors offer insights into social and cultural trends. We champion inclusive community programs and connections through diverse experiences.
• Continuous learning: At ROM, expertise and continuous skill development are paramount. Our culture of curiosity and open-mindedness fosters growth beyond traditional career paths.
• Passion & fulfillment: Our work in preserving and curating cultural narratives brings deep satisfaction. We are passionate about the arts, global history, cultural diversity, and leveraging digital technologies to enhance accessibility.
• Team & culture: ROM promotes a positive workplace with collaborative, supportive teams that encourage creativity and innovation. We value new ideas and collective problem‑solving.
• Academic collaboration: We are committed to education, partnering with universities and providing student resources, underscoring our dedication to research and accessibility.

If you’re excited about this role, even if your experience differs from the specific requirements, we encourage you to apply. We’re keen to meet candidates who can contribute their talents to our goals, and will consider an equivalent combination of knowledge, skills, education, and experience.

COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, & ACCESSIBILITY

At ROM, we embrace diversity in our exhibits, communities, and teams. We encourage applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify our ideas. We are committed to equitable employment opportunities and a workplace free from discrimination and harassment.

We welcome and accommodate candidates with disabilities throughout the selection process. Please contact us at [e-mail] for assistance.

ADDITIONAL INFORMATION

• ROM does not require "Canadian experience." International applicants with equivalent experience are encouraged to apply.
• ROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. All hiring decisions are made by human reviewers.
• This posting is for an existing vacancy.

Only candidates selected for an interview will be contacted. Please note that all candidates receiving a verbal job offer will be subject to a background check. This includes a criminal background check and verification of professional references, and, other checks depending on the role.