Visitor Services Host

7 months ago

Western Springs, New Zealand Museum of Transport and Technology Full time

**OUR VISION**: To be the “must experience” museum that uses past, present and future Kiwi
technology and ingenuity to educate and inspire the innovators of tomorrow.
- KIA WHAKATŌMURI TE HAERE WHAKAMUA
- **Position**:Visitor Services Host

**Reports to**:Visitor Services Manager

**PURPOSE OF THE ROLE**

As a Visitor Services Host at MOTAT you will engage with visitors in the Museum’s exhibitions, public programme

activities, and in the front-of-house retail spaces enhancing their understanding of both the Museum and kiwi

technology, ingenuity, and the associated stories MOTAT shares.

As a Visitor Services Host you will operate across one or more areas; visitor services, exhibition hosting,

programme and event hosting, and Little Flick operations. Each of these distinct areas plays its part in enhancing

MOTAT’s visitor experience and MOTAT encourages those who wish to broaden their skills to operate cross
- functionally across these areas.

**RESPONSIBILITIES**
- Actively engage with MOTAT visitors to provide a high-quality experience and represent the Museum in a

professional manner and providing an emotionally engaging and intellectually stimulating experience in your
area (or areas) of expertise.
- Greet and deliver tour groups to programmes and activities across the MOTAT sites, as required.
- Follow the directions of the Visitor Services Coordinators and/or Host Coordinators, as required.
- Ensure all procedures, processes and documentation related to Visitor Services team are adhered to and

completed correctly and in an efficient manner.
- Proactively maintain up-to-date knowledge and understanding of permanent and temporary exhibitions and

displays, upcoming events and programmes, and retail stock and promotions.
- Provide feedback and assistance in the planning, preparation and delivery of visitor services activities and

experience and the day-to-day delivery of visitor experiences at MOTAT.
- Take opportunities in quieter periods to clean and maintain visitor spaces, following any guidelines set out by

the Retail, Exhibitions, and/or Conservation teams.
- Promptly attend to visitor concerns in the first instance and pass on to the Visitor Services Coordinator and/or

Host Coordinator all feedback; issues that require management intervention on the day should be directed as
appropriate.
- Monitor the general safety of visitors in and around the Museum and promote Health & Safety practices

across the Museum.
- Remain up-to
- date on emergency procedures in accordance with the overall Emergency Response policies

and procedures, including emergency telephone use; where appropriately trained act as part of the

Emergency Response team.
- Provide support and/or relief to any other member of the Museum, as and when required, to actively support

the delivery of the MOTAT experience.
- Attend all training sessions, briefings, and team meetings.
- Provide visitor services in one or more of the following areas; progression and pay grade is, in part, based on

the competencies and ability to operate in each of these areas.

VISITOR SERVICES
- Collect and check the float and advise the Accounts team of any discrepancies.
- Assist all visitor and telephone enquiries in a prompt, efficient and helpful manner.
- Correctly process admissions and sales including the operation of the EFTPOS machine and CRM system.
- Cash up at the end of each shift, accurately process customer attendances for the purposes of providing

reliable attendance records.
- Support the Retail team, as required, with barcoding and stock management.

EXHIBITIONS HOSTING
- Host exhibition spaces, proactively interacting with visitors to communicate the stories being

communicated within the space.
- Maintain an up-to-date understanding of all exhibitions and their interactive elements, so as to provide an

outstanding experience to every visitor.
- Demonstrate initiative when interactive exhibition elements are unavailable, ensuring that MOTAT’s

visitors still have an enjoyable experience.

PROGRAMME & EVENT HOSTING
- Host programmes and events, as designed by the Visitor Experience team.
- Ensure that programmes and events are hosted as per the guidelines set out by the Visitor Experience

team, at all times meeting the expectations of the project lead or event manager.
- Assist with event setups, at times working independently following a brief set by the Events Coordinators.

LITTLE FLICK OPERATIONS
- Operate Little Flick if trained and qualified, ensuring compliance with the Standard Operating procedures.
- Follow all museum policies and procedures, including, but not limited to Health & Safety and the Museums

Aotearoa’s Code of Ethics.
- Undertake any other reasonable duties as may be required from time-to-time to ensure that MOTAT’s

business objectives are met.

**KEY PERFORMANCE INDICATORS**
- Maintain visitor satisfaction ratings of 85% or better, particularly with respect to visitor interaction and

proa

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