POSITION DESCRIPTION
Visitor Development Officer
REPORTS TO
Manager Commercial Development
DATE
December 2015
PLACE OF WORK
ZEALANDIA, 31 Waiapu Road, Karori,
Wellington
STATUS
Part time (20hrs/week)
SALARY RANGE
Dependent on experience
PURPOSE OF THE ROLE
 To strategically develop the profile, proposition and placement of ZEALANDIA as a major Wellington
visitor destination.
 Promote ZEALANDIA as a multi-interest destination and site of significant research, education and
learning.
 Provide a review and develop new and ongoing opportunities to ensure ZEALANDIA remains current
and relevant within an increasing mix of other Wellington attractions and beyond.
 Further develop a network of key local and national partner opportunities to maximise visitation for the
Sanctuary.
Key relationships include working with the Manager Commercial Development, Sales & Information
Services and the Visitor Experience Team. This role will require a close working partnership with the Guide
& Volunteer Coordinator.
BACKGROUND
ZEALANDIA is an award-winning facility dedicated to telling New Zealand’s unique conservation story. We
have a 500 year vision to restore 250 hectares, as much as possible, to pre-human times. Our beautiful
225ha valley provides routes for everyone from wheelchair-users to all-day trampers. ZEALANDIA is also a
place where people’s understanding of New Zealand biodiversity and environmental issues is enhanced
through their involvement, enjoyment, learning and experience of our sanctuary. Our funding comes from
visitors, memberships, grants, sponsorships and donations. Open 7 days a week, 364 days (closed
Christmas Day), we have over 5,000 memberships equating to around 10,000 members, 450 volunteers
and over 85,000 visitors a year. ZEALANDIA is managed by the Karori Sanctuary Trust. We are a not-forprofit community-led organisation. To find out more please go to http://www.visitZEALANDIA.com/
THE ZEALANDIA TEAM
The accomplishment of the annual programme requires exceptional teamwork from all ZEALANDIA staff
members. Teamwork at ZEALANDIA requires the cohesion and accommodation of a diverse group of
people and interests by building a good rapport with each other and establishing short- and long-term goals.
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Team members are required to have a track record of initiative and success, be highly intelligent with strong
writing, interpersonal, computer, social media and internet skills; perform under pressure, set aside
personality differences and work towards a common goal.
ABOUT THIS POSITION DESCRIPTION
As ZEALANDIA evolves to meet the changing needs of the community, so will the role required of each of
its staff evolve. As such, staff should be aware that this document is not intended to represent the role that
the occupant will perform in perpetuity. This position description is intended to provide an overall view of the
role and responsibilities as at the date of approval. The specifics of the role will be reviewed on a regular
basis and adjustments may be made to key responsibilities and accountabilities.
ADDITIONAL FACTORS
This position description details the minimum outcomes required for the position and for employment.
ZEALANDIA is a seven day per week operation. After hours and weekend work will be required from time to
time. A non smoking policy is effective in New Zealand buildings, offices and motor vehicles.
COMMERCIAL DEVELOPMENT TEAM
The Manager Commercial Development and their team are responsible for generating revenue for
ZEALANDIA through the development of new products, processes and services, and partnerships that
ensure the long-term sustainability of ZEALANDIA. It is also this team’s responsibility to add value to
ZEALANDIA’s brand and Intellectual Property.
Structure:
Manager
Commercial
Development
Marketing &
Communications
Coordinator
Marketing
Administrator
Visitor Development
Officer
Lead Ranger Sales &
Information
Catering Manager
Functions Manager
Shuttle Drivers
Ranger Sales &
Information
Services x2
Café Supervisors
Chefs
Café and Functions
Assistants
Kitchen Team
VISITOR DEVELOPMENT OFFICER - KEY RESPONSIBILITIES




Commercial focus
Marketing, Sales & Relationship Management
Customer Service
Membership & volunteer care



Administration
Health & Safety
Biosecurity
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VISITOR DEVELOPMENT OFFICER - KEY RESPONSIBILITIES EXPANDED
Commercial Focus
 Propose and implement new strategies to drive visitation, with a particular focus on inbound city visitors (domestic
and international).
 Review and align current business practice to increase efficiencies and cut down on administration heavy
processes.
 Work with the Guide & Volunteer Coordinator, in addition to the Sales & Information teams to facilitate all custom
tours and guide bookings.
 Oversee the development of the ZEALANDIA shuttle service as a key channel to maximise revenue. Asses
ongoing viability and develop other partnership opportunities to maximise returns.
 Provide advice and recommendations to the Senior Management Team to improve business opportunities and
achieve operational objectives.
 Using technology, consider developing products that meet the needs of international visitors and maximise visitor
experience.
 Keep abreast of new developments and what other visitor attractions implementing best practice are doing.
 Complete regular competitor analysis to ensure products, pricing and visitors are on target.
Marketing, Sales & Relationship Management
 Liaise and further develop relations with key partners to ensure trade bookings are optimised and business
continues to grow.
 Develop relations with National partners to further develop international presence.
 Ensure all partners are kept up to date with all collateral, new events and products by issuing a regular
ZEALANDIA trade updates.
 Liaise with the Marketing and Communications team to ensure collateral and necessary information is available in
key languages and formats to welcome and satisfy increasing needs of national and international visitors. This
includes accessibility.
 Oversee operations of custom tour guides and volunteers ensuring they are informed and up to date with all
visitor aspects of the seasons.
 Act as key custom tour liaison with trade/ custom operators.
Customer Service
 Foster and champion a can-do philosophy and provide an exceptional consistent service to internal and external
customers, in person, by phone, online and via social media where appropriate.
 Ensure that staff understanding that excellent customer care is a crucial part of providing a great visitor
experience for all ZEALANDIA members, visitors and volunteers.
 Provide volunteers and staff with relevant information (e.g. visitor experience updates, events, information about
new products and upcoming programmes in the sanctuary).
 Monitor and review the visitor survey sharing key information with Visitor Experience team in a continuous
improvement cycle.
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Membership & volunteer care
 Look for efficient ways to use and involve our members & volunteers as ambassadors – treat them in a way that
helps them realise they are our ambassadors.
 Encourage community and stakeholder participation and drive support for ZEALANDIA.
Administration
 Ensure all bookings are managed to meet demand and the appropriate teams are prepared and informed in a
timely manner.
 Maintain accurate and reliable records and updates for monthly and quarterly reporting.
 Oversee timely issuing of invoices for appropriate customers.
 Maintain order and works across the organisation to provide insightful and timely information.
Health & Safety
 With the Health & Safety Officer ensure the visitor’s centre is a safe working environment through adherence to
the Occupational Health & Safety Act and implementation of ZEALANDIA’s policies on safety.
 Address promptly any responsibilities assigned to the sales & Information services area by the Health & Safety
Officer.
 All employees have a responsibility to work towards keeping a safe and healthy work environment by practising
safe work methods, identifying work place hazards and using appropriate safety equipment
Biosecurity
All employees must take ZEALANDIA’s biosecurity seriously, following staff guidelines for entry checks. We have
a shared responsibility that the valley is maintained as an environment free of mammalian and other introduced
animal and weed pests wherever possible, allowing restoration progress to be made against the 500 year vision.
NOTE: the above responsibilities and expectations are provided as a guide only. The precise
performance measures for this position will need further discussion between the jobholder and
manager as part of the performance management process.
KEY RELATIONSHIPS
Internal:
Manager Commercial Development, Sales &
Information Services;
Visitor Experience Team,
Guide & Volunteer Coordinator
External:
Volunteers, Members & Visitors
Positively Wellington Tourism
Wellington and regional iSites
Trade partners
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PERSON SPECIFICATION
Qualifications & experience
 Excellent written and oral communication skills and can work independently.
 Strong demonstrable computer and online skills.
 Reasonable analytical skills, with the ability to determine gaps and potential opportunities
 A good knowledge of the Wellington tourism and hospitality offerings.
 A full, clean New Zealand driver’s license
 A second language, basic web skills and experience in writing is an advantage.
 You will hold a tertiary qualification in marketing and/or tourism. This role would suit a graduate, or
someone balancing other commitments, both of whom would come with experience in tourism and/ or an
activity based sales/ marketing role.
Personal Attributes
 You will have great attention to detail and the ability to think laterally across internal projects and
external organisations.
 The role will require great people skills to work with a range of stakeholders, including local agents and
regional, national and international operators.
 Promotes and advocates a continuous improvement culture.
Current: January 2016
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