Visitor Experience Coordinator

HOTA, Home of the Arts – Surfers Paradise QLD Experience Gold Coast (EGC) is a single, unified organisation that brings together HOTA (Home of the Arts), Destination Gold Coast, Study Gold Coast and Major Events Gold Coast. Formed in 2023, EGC plays a central role in driving the growth of the city’s visitor economy. EGC plays a pivotal role in supercharging outcomes across tourism, events, arts & culture and education, with a clear objective of positioning the Gold Coast as the lifestyle capital of Australia. HOTA, Home of the Arts Precinct This role will be based at HOTA, Home of the Arts. HOTA is an iconic Gold Coast destination where art, entertainment, culture and lifestyle meet. A place that locals love and visitors must-see. HOTA offers a diverse suite of venues and facilities, including a gallery, outdoor stage, indoor theatres and cinemas, function and events rooms, as well as a range of food and beverage venues including the HOTA Café, the rooftop Exhibitionist Bar and three hat Palette Restaurant. At the heart of HOTA’s identity is a rich and diverse program: live music, theatre, dance, comedy, film, visual art exhibitions, children’s shows, community workshops, and festivals - all taking place across the array of venues. The Position We are looking for an organised, people-focused leader to join HOTA as a Visitor Experience Coordinator , with a focus on Visitor Experience (VE ) in the Gallery. Reporting to the Visitor Experience Manager, you will ensure the Visitor Experience Team (Supervisors, Officers and Ambassadors) are equipped to deliver a welcoming, informative and enjoyable experience for all Gallery and HOTA Precinct visitors. You will work alongside three other VE Coordinators, each dedicated to one of the following areas: Operations & Ambassadors, Performing Arts & Events, or Systems. Together, you will streamline team processes, such as staff training, visitor issue resolution, operational problem‑solving, and support for events and exhibitions. You will be adaptable and ready to step in where needed, regularly supporting other VE Coordinators across their streams. A Full‑Time VE Supervisor dedicated to the Gallery will also work with you, assisting with floor supervision, break coverage, rostering, timesheets, reporting and more. If you thrive in a fast‑paced cultural environment and are passionate about team leadership, operational excellence and the arts, we’d love to hear from you. Availability Requirements The HOTA precinct is a 7-day operation and there is a requirement to work evenings, weekends and some public holidays. Due to the nature of our work here at HOTA, the roster offered to the Coordinators will vary depending on business needs. As such, this role will be suitable for someone who is flexible in the hours and days that they work. Key Responsibilities Maintain a strong and regular presence in the Gallery and across the precinct, particularly during exhibition openings, VIP, and out of hours Gallery events; ensuring smooth operational handovers and assisting the Supervisor to fill operational gaps if necessary. Develop and update Gallery-specific VE training to maintain high service standards, including: How to deliver tours, familiarisations & talks, best practice methods to speak about artworks with visitors, protection of the artwork on display, managing and escalating complaints. Best practice venue procedures, safety operations, accessibility services and more. Liaise with internal stakeholders to understand exhibition schedules, changeovers and impacting factors, aligning VE operations with programming. Coordinate exhibition briefs and internal communications to the VE Team, including preparation and distribution of training materials. Maintain and share with the VE team up-to-date knowledge relevant to visitors about HOTA, including but not limited to: the HOTA collection, artworks on display, art movements, art‑making techniques, exhibitions and programs in the Gallery as well as broader precinct, facilities and amenities, public transport, and local tourism. Work with your fellow Coordinators to develop and finalise team rosters that ensure full coverage while balancing staff well‑being and visitor needs. Adjust shifts, breaks, and service locations as required. With the support of Gallery VE Supervisor, complete administrative tasks including timesheets, leave requests, reporting and more. Support a safe and secure environment by monitoring art displays and visitor behaviour, identifying and reporting incidents and risks, and responding according to security and emergency procedures. Assist the Visitor Experience Manager with the recruitment, team member issues and performance evaluation, and other duties as directed. Support the VE Supervisors in managing visitor complaints and feedback, acting as an escalation point or ensuring further escalation when required. Promote and analyse visitor survey data (e.g., Net Promoter Score) to improve service quality and the overall visitor experience. Efficiently use platforms such as Employment Hero, Artifax, and Microsoft Suite to manage team operations and records. What We’re Looking For Experience working in a similar role. Proven ability to identify inefficiencies and implement process improvements to boost productivity, reduce costs, or enhance service delivery. A passion for art and the Gold Coast. Exceptional people skills and emotional intelligence – particularly empathy, diplomacy and assertiveness. Exceptional organisational and problem‑solving skills. Exceptional customer service and communication skills – particularly ability to communicate with influence, have difficult conversations, and interpret artworks with visitors. Ability to learn, recall and convey artistic concepts and content. A flexible, collegial and reliable work ethic. Certificate III in Arts and Cultural Administration would be highly regarded (or willingness to attain upon employment). Join us in creating unforgettable experiences at Experience Gold Coast Here’s what makes working with us special: Be Part of the Action : Work at the heart of the Gold Coast’s thriving arts and culture scene, where creativity and community come together. Exclusive Discounts : Enjoy discounts at all Food and Beverage outlets across the HOTA precinct, plus discounted tickets to cinema screenings, events, and activities. Empowerment Time : Take four paid days per year dedicated to personal growth and wellbeing. Paid Parental Leave : We support our team members with paid leave during this important life stage. Wellbeing Support : Access Sonder, our comprehensive team member care and wellbeing service. Professional Development : Unlock learning opportunities through our Learning Lab, offering up to 1,000 courses to help you grow and thrive. How to apply If you're passionate about making a difference and want to be part of an organisation that prioritises people, we’d love to hear from you To apply for this position, please submit a brief cover letter along with your resume via the Seek website. Experience Gold Coast values diversity and inclusion. We are dedicated to providing equitable employment opportunities and welcome applications from individuals of all cultures, genders, ages, Australia’s First Nations Peoples, LGBTIQ+ communities, and people with disabilities. #J-18808-Ljbffr