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Head of Visitor Services
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[...] rich legacy, embracing and celebrating the diverse cultures of Australia. As a globally recognised icon, it symbolises inspiration and imagination. Theres nothing quite like it. The Opera House is one of the worlds busiest performing arts centres, the nations premier
tourism destination and a World Heritage masterpiece that belongs to the people of NSW. From whimsical musicals to side-splitting comedies, stirring arias to ARIA award-winners, majestic symphonies to relaxing sundowners, engaging talks to playful puppet shows theres something for everyone. Behind the magic of the Sydney Opera House is a team of passionate and dedicated individuals. Here, youll be surrounded by supportive colleagues who are committed to their work and the building itself. Join us in shaping the future of the Opera House and discover opportunities for personal and professional growth while making a positive impact on our community. Drawing on the foundational idea that the Opera House was built to serve the community, our Sydney Opera House Strategy 2024-26 sets [...] of customer service training for all front-line staff. The role also engages with a broad and diverse range of senior internal and external stakeholders to ensure alignment and buy-in on service delivery standards. Additionally, the Head of Visitor Services provides
expert advice and support to the Chief Customer Officer and the Visitor Experience and Engagement leadership team on initiatives that maximise the impact of the portfolio service strategies, including collaborating with the leadership team to develop and implement staff engagement initiatives that support a positive workplace culture across the portfolio. ARE YOU THE ONE? Key Responsibilities/ skills: Provide strategic leadership for Visitor Services, develop and implement business plans that define service offerings, identify revenue growth opportunities and outline a strategic roadmap for the department, in addition to continuity plans to ensure service resilience and preparedness for disruptions. Lead visitor journey mapping initiatives, ensure all activities support the Opera Houses strategy to be Everyones House and contribute to delivering an exceptional, inclusive visitor experience. Oversee daily Front of House and Stage Door operations through the Visitor Services Operations Managers, including workforce planning, venue
management, presenter liaison, recruitment, training, staff engagement, development, and performance management. Lead Welcome Team service delivery and initiatives, including the development and delivery of organisation-wide Customer Excellence training and induction programs for front-line teams. Analyse customer feedback and presenter satisfaction survey results, ensuring timely, professional responses, compliance with service level agreements and integration of insights into customer service plans, strategies and procedures to improve satisfaction. Develop and maintain domestic and international networks of customer service professionals to benchmark standards and identify contemporary best practice. Build and maintain collaborative relationships with Production and Events, Access, Impact Programs Operations, Emergency Planning and Response Group (EPRG) and Safety teams to ensure Visitor Services is fully integrated into day-to-day operations and major event planning, maximising [...]
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