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Visitor Services Manager

4 months ago

Wellington, Wellington, New Zealand New Zealand Government Full time

Te Papa stands proud as an iconic national building housing the treasures of the nation and is a vibrant destination for both national and international visitors.

We are on the search for an experienced and energetic customer service, museum or tourism people manager to be part of our Visitor Services team.

The successful applicant will manage our Visitor Services Team's daily operations to create a positive experience for our visitors.

Working closely with our Head of Visitor Services and other Visitor Services Managers, you will have a proven track record of motivating a diverse workforce, ensuring effective teamwork, and a commitment to customer focused front of house services.


The role involves:

  • Undertaking daily operational and administration duties to ensure a smooth front of house operation
  • Maintaining daily oversight of the front of house Host Teams, ensuring they fulfil all duties and administrative tasks as outlined in the relevant Visitor Services training manuals, procedures, policies as and directed by management
  • Providing robust induction, training, and ongoing performance management and coaching to the Visitor Services Host Teams to ensure they have the requisite skills and knowledge to capably carry out their roles
  • Proactively leading the team to support any duties or activities to achieve organisationwide service goals including; assisting other teams to ensure a smooth and positive experience for all visitors to Te Papa

Key skills and attributes for this role include:

  • Experience and/or a qualification in people management, museum, tourism, or the public venue industry
  • Ability to lead and motivate a front of house team to deliver the high standards expected of an institution with Te Papa's reputation
  • Proven experience in resource management, and training and development
  • Understanding of tikanga and knowledge of te reo Māori with a willingness to support others
  • Be physically fit as you will be on your feet and walking around the museum for much of the day


As we operate 364 days a year you will be on a rotating roster which will include working weekends and public holidays.

Further information can be found in the Visitor Services Manager Position Description.

Te Papa's three values Whanaungatanga (Teamwork), Manaakitanga (Respect) and Auahatanga (Creativity) are at the centre of how Te Papa works.

Te Papa is an amazing organisation to work for with bold aspirations for the future.
Applicants must have the ability to obtain and maintain the legal right to work in New Zealand.

Prior to Te Papa confirming any offer of employment, pre-employment checks will be undertaken including criminal conviction history and reference checking as a minimum.

How to apply
This opportunity is open to all Te Papa staff.
Applications close on Monday 1 July 20024