Lead Concierge (6-month contract)
Lead Concierge (6-month contract)
Posted on :
07-08-2025
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1 Vacancy
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Job Description
WHO WE ARE
Canadas largest and most comprehensive museum ROM is home to a world-class collection of artworks cultural objects and natural history specimens featured in 40 gallery and exhibition spaces. As the countrys preeminent field research institute and an international leader in new discoveries ROM plays a vital role in advancing our understanding of the artistic cultural and natural our team at ROM and consider a fulfilling career as Lead Concierge.
WHO WE NEED
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.
HOW YOU WILL MAKE AN IMPACT
WHAT YOU BRING
WHAT WE OFFER
SALARY & TERMS OF EMPLOYMENT
WHAT TO EXPECT IN OUR INTERVIEW PROCESS
**All virtual conversations and interviews will be conducted via Microsoft Teams and may be recorded.**
WHY PEOPLE CHOOSE ROM
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 emailprotected for assistance.
Apply today and help us create a collaborative diverse inclusive and equitable space where creativity and learning flourish.
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-Onsite
Canadas largest and most comprehensive museum ROM is home to a world-class collection of artworks cultural objects and natural history specimens featured in 40 gallery and exhibition spaces. As the countrys preeminent field research institute and an international leader in new discoveries ROM plays a vital role in advancing our understanding of the artistic cultural and natural our team at ROM and consider a fulfilling career as Lead Concierge.
WHO WE NEED
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.
HOW YOU WILL MAKE AN IMPACT
- 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
WHAT YOU BRING
- 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 Bachelors 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 as well as 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.
WHAT WE OFFER
- Perks: Free ROM membership for permanent full-time and part-time staff plus discounts to over 200 attractions through Attractions Ontario.
- And more!
SALARY & TERMS OF EMPLOYMENT
- START DATE: September 2025
- OPEN DATE: August 6 2025
- CLOSE DATE: Open until filled
- STATUS: Part-time Contract (6 months)
- EMPLOYEE GROUP: OPSEU Local 543
- HOURLY RATE: $35.17 - $40.19
- SCHEDULE: Up to 24 hours weekly
- PROBATIONARY PERIOD: 420 hours
- LOCATION (onsite): Toronto ON
WHAT TO EXPECT IN OUR INTERVIEW PROCESS
- Initial conversation: A 30-minute virtual conversation** with a Recruiter to discuss your interest in the role and ROM and how you can make an impact.
- First-round interview: A 1-hour in-person interview with the Hiring Manager and a member of the HR team. This in-depth interview will focus on your skills and how they align with the teams and ROMs needs.
**All virtual conversations and interviews will be conducted via Microsoft Teams and may be recorded.**
WHY PEOPLE CHOOSE ROM
- Cultural engagement: Daily interactions with Torontos 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 at emailprotected for assistance.
Apply today and help us create a collaborative diverse inclusive and equitable space where creativity and learning flourish.
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-Onsite
Required Experience:
Manager
Employment Type
Part-Time
Key Skills
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