Visitor Experience Concierge: Summer Experience Opportunities program (3-month contract)

Royal Ontario Museum; Toronto; On-site; Full time

Job summary

The Royal Ontario Museum seeks a Visitor Experience Concierge for a 3-month summer contract. This role involves welcoming visitors, managing ticketing operations, and promoting museum offerings. Ideal candidates are customer-oriented, fluent in English and French, and thrive in dynamic environments.

Qualifications

• Up to one year in customer service, hospitality, or retail.
• Fluency in both English and French required.

Responsibilities

• Welcome visitors and assist with wayfinding and ticketing.
• Manage queues and support smooth visitor entry.
• Promote ROM’s programs and offerings.

Skills

Customer Service

Fluency in English

Fluency in French

Problem Solving

Education

Secondary School Diploma

Post-secondary studies in hospitality

Job description

Visitor Experience Concierge: Summer Experience Opportunities program (3-month contract)

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.


WHO WE NEED
We are seeking aVisitor Experience Conciergeto be the welcoming face of ROM and help ensure each visitor has a smooth, engaging, and memorable experience. You will support front-of-house operations—from greeting visitors and managing queues to providing guidance and promoting membership and other museum offerings. Your energy, attention to detail, and enthusiasm for outstanding service will help create a vibrant and inclusive visitor experience, driving brand loyalty and encouraging repeat visitation.

This role is ideal for someone who thrives in a dynamic public-facing environment, enjoys helping others, and is excited to share in ROM’s mission of learning and discovery.


HOW YOU WILL MAKE AN IMPACT

• Warmly welcome visitors and assist with wayfinding and ticketing.
• Manage queues, scan tickets, and support smooth visitor entry and flow.
• Help visitors use mobile or self-serve ticketing options and devices.
• Manage daily operations of the coat check, ensuring safe item storage and retrieval.
• Provide courteous service while upholding ROM’s coat check policies.
• Assist visitorswith information, membership sales, and planning their museum experience.
• Resolve visitor concerns with professionalism and care.
• Promote ROM’s programs, exhibits, and offerings with enthusiasm.
• Identify opportunities to cross-sell and upsell, helping increase engagement and loyalty.
• Attend customer service trainings and contribute to team meetings.
• Support daily front-of-house operations, flagging any readiness issues to Leads.

WHAT YOU BRING

• Secondary School Diploma; post-secondary studies in hospitality, customer experience, or a related field are a plus.
• Up to one year in customer service, hospitality, or retail. A proactive, visitor-first approach is essential.
• Fluency in both English and French (B-level or higher) is required to effectively assist visitors and members in both languages. Additional languages are an asset. French proficiency will be tested as part of the interview process.
• Friendly, approachable, and empathetic with a natural ability to build rapport.
• Comfortable promoting products and services in a helpful, non-pushy manner.
• Able to stay calm and composed in high-traffic or challenging situations.
• Comfortable using tablets, scanners, and ticketing platforms.
• Dependable, punctual, and ready to jump in where needed.

SALARY & TERMS OF EMPLOYMENT

• START DATE:June 2025
• OPEN DATE: May 12, 2025
• CLOSE DATE: May 16, 2025
• STATUS: Full-time (Contract)
• EMPLOYEE GROUP: Non-union
• HOURLY RATE:$17.20
• Schedule: Up to 35 hours weekly
• Location: Toronto, ON (onsite)

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

First interview: A 30-minute interview with a Hiring Manager and a Visitor Experience team member to assess fit, communication, and service skills.

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.

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 [e-mail] assistance.

APPLY NOW

Apply today and help us create a clean, inclusive, and welcoming space where culture, art, and history flourish.

Only candidates selected for an interview will be contacted. All verbal job offers are subject to background checks, including a criminal background check and verification of professional references, and other checks depending on the role.

#LI-Onsite

Are you legally authorized to work in Canada and able to provide proof of work
authorization?*

Are you a current employee of the ROM or ROM Governors?*

Are you a former employee of the ROM or ROM Governors?*

Please indicate if any immediate family members, including parents, siblings, children, or spouses, currently work or have previously worked at the Royal Ontario Museum (ROM).*

If you answered yes to the above, please list their names here.

Based on the definition below, are you an Indigenous person?

"Indigenous peoples" means First Nations, Inuit or Métis peoples of Canada.

Based on the definition below, are you a person with a disability?

"Persons with disabilities" are individuals who have a long-term or recurring physical, mental, sensory, psychiatric, or learning impairment, and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.

Based on the definition below, are you a member of a visible minority?

"Members of visible minorities" are persons, other than Indigenous peoples, who are non-Caucasian in race or non-white in colour, regardless of birthplace.

To which gender identity do you most identify?

Why are you interested in working at ROM? What excites you about supporting visitor experiences in a museum setting?

Do you have a Secondary School Diploma or equivalent?*

Do you have up to one year of experience in customer service, hospitality, or retail?*

Are you fluent in French or another second language? (Asset, not required)*

If you indicated "Yes" to being fluent in French or another second language, please specify the language(s) and your level of proficiency.

This role involves working during busy periods and handling large crowds. How do you stay calm and focused under pressure?*