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Bringing Stories to Life | Creating Guest Experiences at HOTA
Our Company
In 2023, HOTA joined Experience Gold Coast, which combines HOTA, Study Gold Coast, Destination Gold Coast, Placemakers* and Major Events Gold Coast in an exciting new chapter.
Experience Gold Coast assumes a significant responsibility in growing the visitor economy of the city, with a clear objective of positioning the Gold Coast as the lifestyle capital of Australia. As a newly formed entity, Experience Gold Coast is focused on supercharging tourism, events, arts & culture, and education outcomes for the City of Gold Coast.
The Position
We are seeking an organised, people-focused leader to join HOTA’s Visitor Experience Team as a Visitor Experience Coordinator (VEC). In this dynamic, front-facing role, you’ll coordinate the day-to-day operation and support the management of the Visitor Experience Team, ensuring outstanding visitor engagement, and strong communication between internal and external stakeholders.
From training to managing rosters, resolving team issues, and supporting preparation of and on the day exhibition delivery, this role plays a vital part in creating a welcoming, informed, and memorable experience for every visitor.
If you thrive in a fast-paced cultural environment and are passionate about team leadership, operational excellence, and the arts, this role is for 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 VECs will vary depending on business needs. As such, this role will be suitable for someone looking for flexible work hours.
Key Responsibilities
* Lead daily opening and closing procedures, be present on the floor during event days and ensure smooth operational handovers.
* Coordinate the recruitment, training, and performance evaluation of Visitor Experience Supervisors (VESs), Officers (VEOs), and Ambassador (AMB) teams.
* Monitor team well-being and visitor needs, adjusting staffing rotations, breaks, and service locations as required.
* Manage the distribution of internal communications and facilitate regular team meetings, briefings, and planning sessions.
* Maintain up-to-date knowledge of HOTA’s exhibitions, collections, programs, and local tourism to support team knowledge and visitor engagement.
* Prepare team rosters to ensure full operational coverage across opening hours, events, and exhibitions.
* Oversee administrative tasks including timesheets, incident reporting, leave requests, qualifications tracking, and return-to-work processes.
* Use platforms such as Employment Hero, Artifax, and Microsoft Suite to manage team operations and records efficiently.
* Resolve team issues proactively, escalate where appropriate, and support team leaders in managing visitor complaints and feedback.
* Deliver internal presentations and training related to upcoming exhibitions and events.
* Promote and analyze visitor survey data (e.g., Net Promoter Score) to improve service quality and the overall visitor experience.
Qualifications, Skills and Experience
* Experience working in a similar role.
* 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 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).
Why Join us?
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.
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.
We accept applications in both written form and video format. If you need assistance with your application, feel free to contact our friendly People and Culture team at
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
* Industries
Entertainment
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