Visitor Experience Officer

Our Company 

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.

The Position

We’re searching for Casual Visitor Experience Officers (VEOs) to join our team in creating exceptional visitor experiences across the HOTA Precinct. Our VEOs are first point of contact for visitors across our venues including HOTA Gallery and HOTA’s many theatre, performance and event spaces.

Each day brings something new—one day, you’ll be discussing art with curious visitors, the next, you’ll be welcoming visitors to the theatre and guiding them to their seat. What remains constant is the commitment of our VEOs create welcoming and memorable experiences for every person who visits HOTA.

If you love making people’s day, talking about art, building excitement before a performance, and helping improve visitor experiences; then this is the perfect role for you.

Key Responsibilities 

• Provide exceptional customer service to visitors throughout the HOTA precinct.
• Welcome and orientate visitors to the HOTA precinct, making tailored recommendations, assisting with wayfinding, and monitoring conditions of entry.
• Promote HOTA Programming including exhibitions, tours, concerts, live performances, and events.
• Help resolve and escalate visitor complaints and feedback.
• Actively create a safe and secure precinct by monitoring visitor wellbeing and art displays, identifying and reporting incidents, risks and hazards.
• Share visitor insights and observations to support the continual improvement of visitor experiences at HOTA.

Availability Requirements

The HOTA precinct is a 7-day operation and there will be a requirement to work evenings, weekends and some public holidays.

Due to the nature of our work here at HOTA, the hours of work offered to casual employees will fluctuate depending on business needs. As such, this role will be suitable for someone looking for flexible work hours.

Qualifications, Skills and Experience

• Excellent verbal communication and active listening skills.
• Ability to be adaptable, flexible and confident person who enjoys helping others.
• A demonstrated curiosity for the arts and a love of the Gold Coast.
• Shows initiative whilst being able to work collaboratively within a team.
• Previous experience in customer service within an arts organisation, retail or hospitality would be advantageous.
• Can speak languages in addition to English (including Auslan) is highly desirable.

Why Join us?

Here at HOTA, our staff enjoy a range of staff benefits including the following: 

• Discounts across all Food and Beverage outlets across the HOTA precinct (HOTA Café, The Exhibitionist and Palette Restaurant).
• Discounted tickets (Cinema, Events and Activities).
• Sonder – our team member care system.
• Access to Learning Lab – enhancing development opportunities with up to 1000 courses.

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.

HOTA, Home of the Arts, 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.