Visitor Experience Supervisor

Ballarat is home to some of Australia’s most historically iconic cultural venues, includingHer Majesty’s Theatre, Civic Hall and the Mining Exchange . In late 2024, Victoria’s oldest theatre re-opened in celebration of its 150th anniversary, following multiple stages of revitalisation. Civic Hall has returned to its roots as a live music touring venue, and the Mining Exchange has been re‑imagined as a vibrant destination for art, performance, design, food, wine and more. As part of this cultural renaissance, the City of Ballarat’s newly formed Cultural Venues team is entering its next phase of transformation and growth. Responsibilities Include, but are not limited to, supervising and supporting the Visitor Experience team to deliver efficient and professional Front of House services. Manage customer feedback, complaints and incident reports with a proactive and solutions‑focused approach. Prepare nightly performance reports and complete accurate end‑of‑shift reconciliations. Collaborate with production staff to ensure timely delivery of performance requirements. Make show call announcements via PA system and coordinate patron flow and crowd movement. Respond to customer enquiries made via phone, online and in person with an enthusiastic and professional manner. Located just 90 minutes from Melbourne, Ballarat offers the wonderful lifestyle benefits of a city in a beautiful regional setting, including a thriving creative community, an exciting food and wine scene, and high‑quality schooling options. About You We are currently seeking enthusiastic and experienced Visitor Experience Supervisors to join the Cultural Venues team to deliver exceptional visitor experiences for our patrons. As key leaders within the Visitor Experience team, supervisors are the face of our cultural venues and play a critical role in ensuring seamless delivery of exceptional customer service and experience. This integral role is ideal for individuals who are naturally personable, confident in leading and motivating teams, and passionate about positively promoting the reputation of our Cultural Venues. This is an opportunity for experienced operators who thrive in a fast‑paced, dynamic environment and enjoy working collaboratively as part of a team. With a strong understanding of customer needs and a proactive approach, a key responsibility of the role is ensuring our patrons keep coming back to our venue time and time again. Key Selection Criteria Qualifications and experience as listed above. Proven experience in leading event delivery, including visitor experience staff supervision, in a performing arts/live entertainment and/or festivals context. Demonstrated ability to champion, model and promote the corporate values. Extensive customer service experience including conflict resolution at a senior level. An ability to use initiative and work collaboratively with a diverse client, customer, team and stakeholders. Demonstrated experience leading emergency management procedures including the responsibility of Chief Warden in a performing arts/live entertainment and/or festivals context. Competent in relevant systems including POS, Venue Management Systems, Rostering, Excel, EFTPOS, and ticketing platforms. Ability to meet moderate to heavy physical demands of role whilst observing OH&S requirements. A satisfactory Working with Children Check. A satisfactory National Police Check. First Aid Certificate Level 1 or Level 2 or willing to obtain. Responsible Service of Alcohol (RSA). Availability to work flexible hours, which may include early mornings, evenings, weekends and public holidays. Be Part of Something More Join us in making a real difference to the lives within our community. Working for City of Ballarat you will be part of a team that values honesty, transparency and accountability in everything we do. We believe in the importance of valuing every Individual and working together to support the community. Together we create a supportive and inclusive environment where everyone can thrive and make a positive impact. There’s more to remuneration than just salary. Benefits Learning and development programs. Flexible work policies. Employee benefits program. To Apply To apply for this position please click on the apply button and submit your application. The closing date for this position is 24 November 2025. Please ensure that you provide a cover letter and a current resume and address the key selection criteria . The successful applicant will be required to undergo a full employment medical and police check. Contact For any additional questions, please contact Danielle Giordano, Coordinator Commercial & Visitor Experience or ***. At the City of Ballarat, we celebrate diversity and strive to create an inclusive, flexible workplace where everyone feels welcome. We encourage applicants of all backgrounds, identities, and abilities to apply. If you need any support during the recruitment process, reach out to us at . We’re proud to be a child‑safe organisation, committed to protecting children and young people from harm. Our culture promotes their safety and wellbeing, and we require all successful candidates to undergo relevant screening, including a Working with Children Check and criminal history check. #J-18808-Ljbffr