P OS I TI O N D E S C RI P TI ON
Position Title
Front of House Team Leader – part time
Position Status
2 year contract working 3 days per week (Friday to
Sunday) 21.5 hours
Grade
Grade 2 - $51,475 pa pro rata package (includes base
$46,648pa pro rata + 9% superannuation)
Team
Creative Learning Team
Reporting to
Visitor Experience Coordinator
Date Reviewed
March 2012
Approved By
Head of Creative Learning
Overview of the MCA
The MCA’s vision is to engage audiences with contemporary art and ideas through the presentation of a diverse
program of exhibitions, educational programs and online projects. From major thematic exhibitions and surveys
of established artists, solo exhibitions and artists’ projects, to new work by emerging artists, the MCA program
covers the range and diversity of contemporary art.
By focusing on the work of living artists, the MCA is dedicated to delivering programs that present challenging and
enriching experiences for visitors of all ages.
Located on one of the most beautiful sites in the world at Sydney’s Circular Quay, the Museum of Contemporary
Art opened to the public in 1991. Established by the University of Sydney through the J.W. Power Bequest with
the assistance of the New South Wales Government, it is Australia’s only contemporary art museum dedicated to
exhibiting, interpreting and collecting contemporary art.
Overview of the National Centre for Creative Learning
The National Centre for Creative Learning features new facilities for the Museum’s renowned Bella program for young
people with special needs, workshop studios, a digital studio, a multi-media studio and lecture theatre. Enhanced online
capabilities along with educational resources will enable the MCA to deliver a greater range of education programs to
audiences throughout Australia. It will put the MCA at the forefront of international art education.
The National Centre for Creative Learning will offer opportunities to combine both practical and critical approaches to
themes and subjects presented by the MCA exhibition programs and events. It will offer opportunities for a full range of
creative activities. The Centre will use innovative technologies for connecting real and virtual spaces to provide support
for teachers nationally and internationally through the presentation of support programs, master classes, curatorial tours,
artists’ interviews, tutorials etc.
The expanded MCA will have an enhanced presence online, with the creative learning team playing a key role in the
provision of content.
Overview of the position
Reporting to the Visitor Experience Coordinator, the Team Leader will coordinate and oversee all activities of the day for
the front-of-house admissions desk working closely with the Visitor Experience Coordinator to ensure the smooth
running of all gallery operations. The Team Leader coordinates and supports the Visitor Services team on a daily basis.
The Visitor Services team is the public face of the Museum, they significantly contribute to the experience of visitors by
providing outstanding customer service and knowledge of contemporary art. They are also responsible for the safety of
both artworks and visitors.
Visitor Services staff wear a unifying garment that identifies them as a gallery staff. The position involves standing for
periods of time within the gallery and interacting with the general public. When working at front of house Visitor Services
staff assist with administrative work, cloak visitor garments and bags, provide information regarding exhibitions and
programs.
The role of Team Leader is pivotal to ensuring clear and consistent communication regarding programs,
exhibitions and facilities. The Team Leader provides daily briefings to all Visitors Services Officers and allocates
gallery positions, coordinates breaks, ensures rostering of staff is adequate and organizes any changes as
required. The role performs general administration at front of house and ensures the highest level of customer
service at all times. The Team Leader also liaises regularly with administration staff, external contract staff,
clients, catering staff, suppliers and security staff.
The Team Leader is an experienced and enthusiastic individual who can successfully lead the VSO team and
provide support to the Visitor Experience Coordinator in maintaining the Museum’s standards of presentation and
preservation. The position also provides back up support to the Visitor Experience Coordinator role.
The accountabilities of the position are:
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Provide Visitor Experience Coordinator and Head of Creative Learning with constructive feedback on all
gallery operations and staffing issues
Provide consistency regarding all gallery information that is received and disseminated within the team
Uphold the Museum’s standards of presentation and preservation by actively monitoring all gallery
spaces, artworks and Front-of-House areas, and reporting relevant information to the MCA’s Senior
Registrar.
Monitoring audience response to all exhibitions and providing feedback to Visitor Experience
Coordinator, Head of Creative Learning and Marketing Manager as required
Provide a daily briefing to VSO Team
Allocate gallery positions and coordinate breaks, monitor rostering and back up if required
General administration tasks as required
INTERACTING WITH VISITORS
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Welcome all visitors and guests, inform them of current and future exhibitions and education programs.
Support the MCA in delivering high quality visitor experiences by maintaining outstanding customer
service at all times.
Provide information and informed interpretation of the Museum’s exhibitions and public programs and
events
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Provide appropriate assistance to visitors with specific needs
Assist in the operation of public programs, activities and events
Invigilation of gallery ensuring security of artworks
Liaise with group leaders including school teachers to facilitate smooth and enjoyable visits for groups
Effectively handle visitor and guest complaints, including receiving and recording visitor feedback
Cloaking items at front of house
MUSEUM ENVIRONMENT
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Ensuring a safe, comfortable and clean environment for all visitors and guests
Providing the care and safety of artworks and visitors
Ensuring security and crowd control in public spaces
Reporting maintenance and cleaning issues promptly and conducting regular checks of all public areas
Promoting safe working practices
Open and close exhibition spaces
Follow evacuation procedures in the event of an emergency and assist visitors
Develop solutions to problems with work procedures in consultation with other staff or supervisors as
appropriate
GENERAL OPERATIONAL SUPPORT
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Assist with the set-up of MCA public programs and events
Provide support for the Public Relations Manager and assist with media and guests
Liaise with Marketing and Venue Hire staff
The following range of knowledge skills and experience are required. Please ensure these are reflected in your
application. Short-listing for interview will be based on meeting these requirements.
Key Selection Criteria
ESSENTIAL
 2 years demonstrated experience supervising a large team
 2 years experience in a customer service (or hospitality) role, providing the highest standard of service
including an awareness of cultural sensitivities
 Commitment to the Museum’s objectives, including making contemporary art accessible to a broad
audience.
 Previous experience working with the general public within museums/gallery/visitor attractions sector
 Comfortable with public speaking
 Interest in or knowledge of contemporary visual arts and culture
 Understanding of security issues with regard to artwork and safety of people and be comfortable
directing others in emergency situations
 Must have a good level of physical fitness
 Excellent communication and presentation skills and the ability to liaise effectively with a wide range of
stakeholders
 Demonstrated interpersonal skills which include motivation, persuasion and conflict resolution
 General administration and computer skills both MS Word, Excel and Outlook
 Knowledge and understanding of equal employment opportunity (EEO)
 Knowledge and understanding of occupational health and safety (OH&S)
DESIRABLE
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Previous exposure to emergency evacuation procedures
Proficiency in a language other than English
Tertiary qualifications in a visual arts field
Previous experience working with staff rosters and a casual workforce
Knowledge of time-based media
Senior First Aid Certificate
PERSON SPECIFICATION
The person we are looking for is a dynamic leader who fosters a sense of worth in others and demonstrates full
accountability and responsibility. He/she is a positive ambassador for the MCA and uses innovative thinking to
extend the capabilities of the organisation. Their enthusiasm for continual improvement is contagious for those
they lead. He/she is highly organised and reliable, and is clear on organisational, team and personal objectives.
He/she is particularly good at maintaining a focus on what is important to the organization, and to channel their
own and others’ efforts towards that end.
Terms and Conditions of Employment
This is a 2-year part time employment contract working Friday to Sunday with a total of 21.5 hours per week.
Some evening work may be required if there are functions or exhibition openings.
Salary package is based on a 38 hour week and includes pro-rata 4 weeks annual leave (17.5% annual leave
loading), 10 days carers/sick leave and 9% superannuation company contribution.
Appointment will be conditional on an initial six-month probationary period, thereafter termination by either
party will require written notice of 4 weeks.
It is an offence under the NSW Child Protection (Prohibited Employment) Act 1998 for a person convicted of a
serious sex offence to apply for this position. Preferred applicants will be requested to complete a Prohibited
Persons Declaration and to consent to a Working with Children Check.