Visitor Experience Officer

The Visitor Experience Officer ensures a high standard of experience for both visitors and users of Tadao Ando's MPavilion.

ABOUT MPAVILION

The Visitor Experience Officer is the principal point of contact for front of house operations at MPavilion. This role significantly influences visitor experience, as well as oversight of MPavilion’s site activations and events. 

Working closely with the team, suppliers and external collaborators, the Visitor Experience Officer is a customer-facing role, responsible for supervision and maintenance of Tadao Ando’s MPavilion and ensuring a high standard of experience for both visitors and users of the venue.  

Operating within all permit and risk management requirements, the Visitor Experience Officer is the first point of contact for all on-site activity, including visitors, suppliers, contractors, community groups, cultural partners and artists. As well as ensuring that the venue is maintained to exceptional standards befitting of the architecture, the role also represents the Naomi Milgrom Foundation (NMF) in delivery of small-to-medium scale public and private events as part of the year-round MPavilion cultural program. 

This role is full-time on a flexible roster, including weekends and some evenings, based at MPavilion in the Queen Victoria Gardens. The MPavilion designed by Tadao Ando is an outdoor structure with a partial roof.  

KEY RESPONSIBILITIES   

• Act as a point of contact for visitors to the pavilion – particularly in the busiest hours of visitation – ensuring excellent customer service standards, including detailed knowledge of the MPavilion project, architect and NMF.  
• Manage safety and risk on-site, including briefing of MPavilion’s security contractor, and venue opening and closing operations.  
• Undertake regular basic maintenance at the pavilion including cleaning of floor and reflection pool.  
• Assess building maintenance needs for the pavilion, working with suppliers, contractors and stakeholders when necessary to ensure maintenance needs are met in a timely manner, and within budget, contract and permit requirements.  
• Build and maintain relationships with community groups, cultural partners and artists who plan to use the pavilion, responding to enquiries, communicating operational requirements and available resources for events.  
• Oversee the roll-out of on-site events as required, ensuring events are delivered as agreed, and within MPavilion’s permit and risk requirements. 
• Arrange transfer and storage of production and technical assets as required for events. 
• Maintain MPavilion’s operational budget, ensuring all maintenance and event expenses are accurately reconciled.  
• Maintain consistent internal communication, attending regular meetings with the NMF team and providing advice on the streamlining of onsite operations as necessary. 
• Ensure event reports & checklists are up to date and any urgent or important matters are brought to the attention of the CEO or NMF team.    
• Ensure all relationships are collaborative, supportive, enthusiastic, team-orientated and effective.    
• Other activities as directed by the CEO.   

KEY SELECTION CRITERIA  

ESSENTIAL REQUIREMENTS   

• Willingness to work outdoors in variable weather conditions and flexible hours including weekends and evenings.
• Proficient in the use of Microsoft Office
• Current Working with Children Clearance, or agreement to gain clearance
• Valid driver’s licence  
• At all times display empathy, with dynamism, in their internal and external relationships  

DESIRABLE SKILLS/REQUIREMENTS   

• Experience in coordinating and supervising events
• First aid certificate
• An interest in design, architecture, arts, community, and culture   

The Naomi Milgrom Foundation champions diversity and is committed to providing an inclusive, supportive, and safe workplace we strongly encourage applications from people that are First Nations, CALD, BIPOC, living with a disability, LGBTQIA+, and from other minority communities.