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About the Role

The Royal Ontario Museum (ROM) is seeking enthusiastic, service-oriented individuals to join as a Visitor Experience Concierge. This front-line position is the welcoming face of ROM, ensuring 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 individuals who thrive in fast-paced, public environments, are passionate about delivering outstanding customer service, and enjoy making each visitor feel valued and welcome.

Responsibilities

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

Requirements

Secondary School Diploma
Up to 1 year of experience in customer service, hospitality, or sales
Strong communication and listening skills, with oral proficiency in English
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
Candidates selected for an interview will be contacted.
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.

Skills

French or another second language is an asset
English oral proficiency

Location

Toronto, ON (onsite)

Work Type

Part-time contract
Full-time hours during peak periods

Experience Level

Up to 1 year of experience

Education Level

Secondary School Diploma
Post-secondary education in hospitality, tourism, or customer service is an asset

Salary/Compensations

$23.74 - $27.13 per hour

About the Company

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.
We seek passionate and dynamic team members who embody our mission and values.
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.
ROM does not require “Canadian experience.” International applicants with equivalent experience are encouraged to apply.
ROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. All hiring decisions are made by human reviewers.
This posting is for an existing vacancy.

Equal Opportunity

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.