The Australian National Maritime Museum has undergone a restructure of the customer-facing team, amalgamating three separate sectors responsible for the customer experience and streamlining the process into one overarching department, known as the Visitor Services Team.
Deanna Varga, Assistant Director Commercial & Visitor Services, explained the Visitor Services Team’s role is to ensure the visitor experience is not only enhanced, but also managed efficiently.
“In a highly competitive industry, the quality of the visitor experience is the key to the ongoing success of the museum. Currently, our customer satisfaction rating is 95%, which is solid, and this restructure means that all customer experiences are centralised which will strengthen service and delivery. Every interaction with the public is an opportunity to add value, to help create memories and impressions that last.
“The new department is headed by our very own Matt Lee. Having worked within the museum for over 21 years, he brings a deep knowledge and understanding of the museum’s unique points of difference and key customer touch points. I’m certain there is no better person to oversee our customer experiences so that they remain world-class,” said Ms Varga.
Mr Lee’s new position as Merchandise and Visitor Services Manager means he oversees the three major segments of the museum’s entire visitor experience which include front of house and ticketing, management of the volunteers and merchandising.
“Quality visitor experiences attract business, repeat visitors and volunteers. The benefits are endless, from generating word-of-mouth promotion, repeat visits and ongoing customer relationships; the better and more efficient we are in delivering exceptional experiences, the more desirable we are as a tourism destination,” explained Mr Lee.
Mr Lee is not the only new appointment as part of the new Visitor Services Team. Ms Rebecca O’Brien has been appointed as Front of House Team Leader; a role that encompasses the day-to-day running of the front of house staff, ticketing, groups and tours.
Previously the Guest Services Coordinator at the Taronga Conservation Society, Ms O’Brien brings over seven years’ experience to the team and understands how important the tourism industry is, and the necessity for embracing the changing trends underpinning what consumers look for in an experience.