POSITION DESCRIPTION
POSITION TITLE:
TOURISM CUSTOMER SERVICE OFFICER
AWARD CLASSIFICATION:
Contract
DEPARTMENT:
Tourism & Economic Development
LOCATION:
Bicheno, Swansea and Triabunna Visitor
Information Centre’s
1.
POSITION OBJECTIVES
1. Provide support to the Manager Visitor Information Services in operating the
East Coast Visitor Information & Booking Centre Network.
2. This position plays an important role in the operation of the Centre’s Network.
The incumbent will be responsible for delivering efficient, courteous and
effective customer service including reception, tourist information, cash
handling duties, office procedures, and ensuring that other staff (including
volunteer members) deliver a standard of service and team work that reflects
creditably on the East Coast Network.
2.
KEY RESPONSIBILITIES:
Provide support to the Manager Visitor Information Services, East Coast Visitor
Information & Booking Centre Network by undertaking the following duties:
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Deal courteously and efficiently with enquiries received in person, by
telephone, fax or email;
Make informed suggestions on touring routes, travel arrangements,
accommodation, tours and attractions;
Source and provide appropriate maps, brochures, and electronic information
to visitors in response to local and state-wide touring enquiries;
Sell tickets, souvenirs and other merchandise;
Sell and process bookings for accommodation, tours and transport;
Undertake general clerical and administrative duties;
Outside ordering of Brochures when required;
Collect and collate visitor surveys and statistics;
Maintain adequate supplies of brochures in brochures stands;
Updating of daily stats and daily banking and end of month reports;
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3.
Filing of general documents;
Assume responsibility for general operation of the Centre in the absence of
the Manager;
Stocktaking of all retail goods when required;
Secretarial duties to the Manager Visitor Information Services when required;
Process and reconcile financial transactions including balancing and
recording daily totals;
Attend training sessions and participate in regular local and industry
familiarisation;
Assist with implementation of the East Coast Tourism Development Plan as
directed;
Attend regular staff meetings;
Maintain a “can do” attitude when dealing with visitors to the East Coast
Visitor Information & Booking Centre, Council officers and volunteers;
Display a positive attitude towards Council policy and decisions in relation to
the position and the public image of Council;
Promote a positive image of Council when dealing with both internal and
external customers;
Demonstrate a commitment to and understanding of Equal Employment
(EEO), Anti Discrimination principles, Occupational Health and Safety and
information privacy policies;
Undertaking of cleaning duties when required on daily basis;
Other duties as directed by the Manager Visitor Information Services from
time to time;
GENERAL RESPONSIBILITIES
1. OH&S
 Ensure all work practices comply with Council’s OH&S Policy and related
laws, regulations and guidelines.
 Ensure any accident resulting in a workplace injury is reported
immediately to the Manager Visitor Information Services
 Ensure that reasonable care is taken for your own and others health and
safety in the workplace, e.g. self employed, contractors and the public.
 Ensure compliance with any direction given in relation to any health
matter. This includes instructions to wear personal protective equipment.
 Develop a safe working environment by controlling, directing and
monitoring work practices and procedures.
2. Risk Management
 Ensure that all work practices comply with Council’s Risk Management
Policy and related laws, regulations and guidelines.
 Ensure that any near miss, incident or accident is reported immediately to
the Manager Visitor Information Services.
3. Customer Service
 Ensure prompt, accurate, courteous and helpful customer service is
provided to the public and other clients of Council.
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4.
ORGANISATIONAL RELATIONSHIPS
Reports to:
Manager Visitor Information Services
Supervises:
Internal Liaison:
5.
Tourism Customer Service Officers
Volunteer Information Officers
Other Departmental Officer
Customers
Councillors and all employees
EXPERIENCE, KNOWLEDGE & SKILLS
 Good understanding of the tourism industry, in particular Tasmania and the
Freycinet Coast.
 Well developed oral and interpersonal communication skills.
 Strong time management and organisational skills.
 Excellent customer service and communication skills.
 Well developed interpersonal, presentation skills, oral and communication skills.
 Commitment to high level customer service delivery with the ability to
communicate with and between voluntary and professional workers and visitors.
 Good geographical knowledge of local and surrounding areas.
 Ability to work as part of a team and experience of working within a team
environment in a customer service area
 Ability to help the Manager coordinate volunteers and other staff.
 Flexibility and adaptability to changing work environment.
 Good computer skills including competence in Microsoft Office software
programs (Word, Excel, Outlook, Internet, etc) and communications equipment
and booking systems used by the centre.
 Time management skills and the ability to develop, maintain and monitor
personal work program to meet deadlines.
 Cash handling accuracy.
 Self-motivated. Good sales skills.
 Current drivers licence is essential.
 Commitment to high level customer service delivery with the ability to
communicate with and between voluntary and professional workers and visitors.
6.
PERSONAL ATTRIBUTES
 Courteous and patient disposition and genuine interest in helping people.
 Strong commitment to organisational goals and customer service and a
demonstrated capacity to project a positive image for the East Coast Network
through appropriate behaviour and attire.
 Demonstrated willingness to participate in self-development programs to
enhance the personal contribution to the organisation.
 Ability to co-operate with other staff including volunteer members.
 Highly motivated with the ability to work in a team environment.
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7.
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KEY PERFORMANCE INDICATORS
Accuracy and quality of duties undertaken.
The standard of service provided to all customers.
Positive relationship with co-workers.
Well-developed written and verbal communication and interpersonal skills.
Demonstrated commitment to organisational goals and customer service with a
demonstrated capacity to project a positive public image for Council through
appropriate behaviour and attire.
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Essential criteria:
Item
1.1
1.1.1
2.1
2.1.1
3.1
3.1.1
3.1.2
3.1.3
4.1
4.1.1
4.1.2
4.1.3
5.1
5.1.1
5.1.2
5.1.3
5.1.4
5.1.5
Criteria
Licence
Current C Class drivers licence is essential.
Experience
A proven commitment to high level sales and customer service delivery.
Position related skills
Good computer skills including competence in Microsoft Office software
programs (Word, Excel, Outlook, Internet, etc) and communications
equipment.
Excellent verbal and written communication skills, with the ability to
communicate with, and between, voluntary and professional workers and
visitors.
Sound time management skills and the ability to develop, maintain and
monitor personal work program to meet deadlines
Personal qualities
Consultative and committed to a team-based approach with a demonstrated
ability and experience to work within a team environment in a high customer
service area.
Ability to work without supervision on concurrent issues and to meet
deadlines.
Well developed interpersonal, presentation and oral skills.
Position related skills
Good understanding of the tourism industry, in particular Tasmania and the
East Coast including a good geographical knowledge of the local and
surrounding areas.
Cash handling accuracy.
Flexibility and adaptability to changing work environment, as this position may
require you to work in any of the three (3) East Coast Visitor Information
Centres.
A demonstrated commitment to and knowledge of Equal Employment
Opportunity principles.
A demonstrated commitment to and knowledge of Occupational Health &
Safety requirements.
Desirable criteria:
Item
1.1
1.1.1
Criteria
Academic and professional qualifications
Certificate in Tourism and or Visitor Information Services.
INCUMBENT:
Name:
Signature:
Date:
GENERAL MANAGER:
Name:
Signature:
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