The Role

The Visitor Services Tours Operations Officer (VSTOO) is a member of the Visitor Services team and works closely with the Visitor Services Manager and Assistant Manager to ensure visitors to the Memorial have an engaging, positive and memorable experience, specifically through the provision of the Memorial’s public program’s suite of guided tours. As such, the VSTOO will need to have an excellent work and customer service ethic, including comprehensive judgment and problem-solving skills.

Under limited direction, the VSTOO is required to contribute and communicate effectively within a large and diverse team which includes Memorial colleagues and volunteers (tour guides), but also with external stakeholders. The VSTOO has overall responsibility for the ongoing administration of the Memorial’s tour bookings, tours calendar and a future tours booking management system, including the coordination of all aspects of tour requests from point of enquiry (including travel trade) through to delivery and invoicing. The role also oversees the ongoing administration, coordination and rostering of more than 100 tour guides to facilitate the delivery of the Memorial’s public programs suite of guided tours, both free and paid across a 7-day week. This extends to the compilation of monthly, quarterly and annual statistical reporting data, plus achieving annual budget targets.

With this in mind, the VSTOO will need to have proven industry experience in:

tourism facilitation (i.e. wholesalers, inbound tour operators, retailers etc.);

hosting and facilitating tour groups as required;

adapting free and paid tour product to suit approved business models; an

the preparation and implementation of tour rosters, contracts and budget management.

This role is also responsible for the day to day supervision, training and development of the Visitor Services Tours Administration Officer (VSTAO). Under guidance from the VSTOO, the VSTAO has a shared responsibility for the delivery of the Memorial’s public programs suite of guided tours.

All front of house staff are required to undertake training and then apply emergency response practices as well as undertaking manual handling tasks. To successfully achieve this applicants must be able to move freely up and down stairs to fulfil this component of the role. Further, there is an expectation that VSTOO will avail themselves to work outside normal business hours as required, in particular on ANZAC Day and Remembrance Day.

Core Responsibilities

Under limited direction and working within established frameworks, the VSTOO is responsible for:

Providing efficient and responsive communications to internal and external stakeholders, namely tourism facilitators (i.e. wholesalers, inbound tour operators, retailers etc.) regarding the Memorial’s public program’s suite of guided tours, ensuring concise, polite and professional standards that build and maintain strong working relationships;

Coordinating volunteer (tour guide) rostering, training, performance reviews and administration whilst applying effective people management strategies as required;

Effective issues management and constructive planning and development to contribute to set budget and business objectives as they relate to paid tours and tour commission structures;

Ensuring constructive planning or negotiating workable alternates when scheduling conflicts exist to achieve Memorial objectives; and

Providing a wide range of administration and office support tasks including but not limited to, calendar management, email and written correspondence, room/venue bookings and assist with reporting and section purchasing utilising TechnologyOne (Financial Management Information System) and SharePoint (Content Management System).

Desirable Qualifications and Experience

1-2 years previous supervisory or management experience (including volunteers) preferably in a museum and/or cultural/heritage site environment

Hold a Certificate IV in Training and Assessment (TAE40122) or the willingness and capability to obtain one

Proven computer literacy and experience using the Microsoft Office suite particularly Word and Excel

Position Eligibility

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).

All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Contact Information

For specific questions relating to this job vacancy, please contact: Gerard Pratt, (02) 6243 4343

For questions relating to the online lodgement of your application, please email the Recruitment team via [email protected]

Closing Date

Applications close at 11:30pm, Monday, 9 June 2025
For more details about the position and how to apply, please view the information pack.

Notes

This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Job Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.