Lead Concierge – Royal Ontario Museum

Title of the Job: Lead Concierge

Location: Toronto, ON

Job Description: Are you passionate about culture, the arts, natural history, and science? Are you keen on how these elements aesthetically come together to tell the many stories of humanity? Join our team at ROM and consider a fulfilling career as Lead Concierge.POSITION SUMMARY:
Reporting to the Senior Manager, Visitor Experience (VX) and working with the Assistant Managers, the Lead Concierge provides real-time operational leadership and guidance to the Visitor Experience team, ensuring quality services are delivered across front-of-house roles, including admissions, membership services, coat check, entry points, and the contact centre. The Lead Concierge is the first point of escalation for visitor issues, troubleshooting operational challenges, and handling visitor feedback. They also play a key role in coaching staff, delivering training, and leading visitor experience enhancement projects with direction from management.RESPONSIBILITIES:

• Monitor front-of-house operations, ensuring quality services are delivered at key touchpoints (admissions, coat check, member services, etc.).
• Support staff and redeploy as necessary to adjust to operational demands.
• Troubleshoot escalated issues and respond to visitor feedback.
• Provide daily operational reports to management.
• Coach the front-of-house team in real time, ensuring the highest level of customer service for visitors, members, and VIPs.
• Support the VX management team with staff training, both for new and current team members.
• Provide front-line insights to management for operational planning.
• Identify and resolve operational challenges proactively. Ensure adherence to standard operating procedures.
• Oversee cash handling procedures, including monitoring cash floats and ensuring reconciliation accuracy. Ensure fraud control and cash handling procedures are followed.
• Support management on visitor experience projects as needed

QUALIFICATIONS:

• Five (5) or more years of experience in the customer experience or hospitality industry, with demonstrated leadership experience in a supervisory role.
• Completion of at least three (3) years of post-secondary education or a College Diploma. A Bachelor’s Degree is an asset.
• Excellent oral and written communication skills in English. Proficiency in a second language, preferably French, is required at the “B” level.
• Ability to proactively identify and resolve operational challenges independently, and take initiative in managing visitor-facing operations.
• Experience training and motivating staff, and providing coaching and feedback to enhance customer service delivery.
• Strong organizational and multitasking skills, with the ability to balance competing operational priorities and remain calm under pressure.
• Experience handling public inquiries, visitor feedback, and sensitive issues with tact and diplomacy.
• Demonstrated cash handling experience, with knowledge of fraud control procedures.
• Proficiency with computers and mobile technology, including ticketing systems, Point of Sale (POS), membership databases, and Microsoft Office applications.
• Ability to work variable shifts, including daytime and evening hours, weekends, and statutory holidays.

SALARY & TERMS OF EMPLOYMENTSTART DATE: November
OPEN DATE: October 7, 2024
CLOSE DATE: October 18, 2024
STATUS: Part-time contract
EMPLOYEE GROUP: OPSEU Local 543
HOURLY RATE: $31.24 – 35.70
SCHEDULE: Up to 24 hours weekly
PROBATIONARY PERIOD: 420 hours or six (6) months
LOCATION (onsite): Toronto, ONDiversity Statement
At ROM, we consider equity, diversity, and inclusion foundational to our institutional success. We seek to foster a workplace that reflects the diversity of the city and province in which we are located and welcome all qualified and experienced candidates to apply, regardless of their gender, age, sex, race, religion, ethnicity, ability, sexual orientation, or gender identity.Accessibility Statement
ROM is committed to fair and accessible employment practices. Upon request, suitable accommodations are available under the Accessibility for Ontarians with Disability Act (AODA) to applicants invited to an interview.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.#LI-OnsitePowered by JazzHR

Company Name: Royal Ontario Museum

Salary: $31.24 – 35.7 per hour

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