Visitor Experience Concierge (5-month Contract)

Royal Ontario Museum • Toronto • $21 - $1 / year • 2w ago

WHO WE ARE Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces. We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future.

As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values. Join our team at ROM for a rewarding opportunity as a Visitor Experience Concierge during our upcoming peak periods.

WHO WE NEED

We are seeking enthusiastic and service-oriented individuals to join ROM as a Visitor Experience Concierge (5-month Contract). Reporting to the Assistant Managers of Visitor Experience and working under the guidance of the Visitor Experience Leads, this front-line position is the welcoming face of ROM. You’ll ensure a smooth, engaging, and visitor-focused experience by greeting guests, managing entry points and coat check, and offering support at membership and ticketing stations.

This role is ideal for someone who thrives in fast-paced, public environments, is passionate about delivering outstanding customer service, and enjoys making each visitor feel valued and welcome.

HOW YOU WILL MAKE AN IMPACT

Greet and direct visitors while managing queues, scanning tickets, and supporting self-serve and mobile ticketing kiosks
Operate the coat check, ensuring secure and efficient handling of personal items
Assist visitors and members at the service desk with museum planning, ticketing, and memberships
Support sales and engagement by identifying cross-selling and upselling opportunities
Respond professionally and empathetically to visitor concerns and feedback
Attend training and participate in onboarding support for new team members
Assist in preparing the front-of-house areas and maintaining operational readiness throughout the day
Support wayfinding during disruptions and event setups
Perform other duties as required to ensure an exceptional visitor experience

WHAT YOU BRING

Secondary School Diploma; post-secondary education in hospitality, tourism, or customer service is an asset
Up to 1 year of experience in customer service, hospitality, or sales
Strong communication and listening skills, with oral proficiency in English (French or another second language is an asset)
A proactive, guest-centred approach to problem-solving and service delivery
Comfort working in fast-paced, high-volume public spaces
Ability to use tablets, mobile devices, POS systems, and ticketing software
Reliable and punctual, with strong attention to detail and a team-oriented attitude
Willingness to work variable shifts, including weekends, evenings, statutory holidays, and full-time hours during peak periods (e.g., December holidays, March Break)

GROUP HIRING EVENT Applicants selected will be invited to a Group Hiring Event in early October. This will be an interactive half-day session during which you'll learn about the role, participate in a front-of-house tour, collaborate with potential future colleagues, and have a 1:1 conversation about your qualifications and interest in the opportunity.

SALARY & TERMS OF EMPLOYMENT

Start date: December 2025
Open date: September 3, 2025
Close date: Open until filled
Status: Part-time Contract
Employee group: OPSEU Local 543
Salary: $23.74 - $27.13 per hour
Schedule: Up to 24 hours weekly
Probationary period: 420 hours
Location: Toronto, ON (onsite)

WHAT TO EXPECT IN OUR INTERVIEW PROCESS

Front-of-house tour
Group Discussion
Interview: A 20-30-minute in-person or virtual 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 team’s and ROM’s needs.

Important: Selected candidates must be available to attend the mandatory in-person hiring event scheduled for November. Specific details will be provided directly to those who have been selected.

The above-listed process may change or vary based on the nature and scope of the position.

WHY PEOPLE CHOOSE ROM

Cultural engagement: Daily interactions with Toronto's 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.

If you’re excited about this role, even if your experience differs from the specific requirements, we encourage you to apply. We’re keen to meet candidates who can contribute their talents to our goals, and will consider an equivalent combination of knowledge, skills, education, and experience.

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 careers@rom.on.ca for assistance.

APPLY NOW [https://20230130154857_ncdicxebdgtp12ng.applytojob.com/apply/BzlXyAXLXu/Visitor-Experience-Concierge-5month-Contract]

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.