Job Description

Salary and Classification
Band 4 of the Borough of Queenscliffe Enterprise Bargaining Agreement No 8, 2013. Hourly rate includes 25% casual loading. Applicants must be available between Monday – Sunday from 9.00am – 5.00pm (except Christmas Day) when required and no weekend penalty payments will apply. Penalty rates will apply outside the normal spread of hours to the base rate only (ie: excluding the 25% casual loading). Penalty payments will not apply on public holidays.
This is a casual position with no guarantee of minimum hours. As per Clause 15.2.1(c) of the Borough of Queenscliffe Enterprise Bargaining Agreement No 8, 2013, a casual employee will not be entitled to any pro rata annual leave, sick leave, or public holidays.

Background
The Queenscliffe Visitor Information Centre is an accredited centre which means that it is open 7 days a week from 9.00am – 5.00pm (except Christmas Day) and operates with both paid staff and volunteers. As an accredited centre Borough of Queenscliffe strives to provide excellent customer service and adhere to the guidelines of accreditation.

Position Objectives
To work with the Visitor Information Centre Co-ordinator to assist in the smooth operation of the Queenscliffe Visitor Information Centre to backfill Visitor Information Centre staff during periods of leave.
To provide excellence in customer service to visitors to the Visitor Information Centre.

Key Responsibilities
Issue appropriate, current and up-to-date visitor information about the Borough of Queenscliffe and the surrounding region in person and over the telephone in a professional, friendly manner.
Understand the needs of tourism operators who wish to promote their products and businesses through the Visitor Information Centre.
Promote the benefits of tourism products and opportunities in the area.
Telephone service – assist with answering inward calls, including complaints.
Cash receipting and reconciliation – carry out receipting functions and cash handling in accordance with standard operating procedures.

Visitor Information Centre support
Assist volunteer staff while on duty in the Visitor Information Centre.
Foster and contribute to a team approach when working with volunteers, including provide volunteers with support and direction.
Organise the display of brochure and promotional material and present the information in a stimulating and organised manner.
Monitor visitation to the Visitor Information Centre.
Assist the Coordinator where required in the conduct and delivery of volunteer familiarisation tours.

Risk Management and Occupational Health and Safety
Comply with Council’s risk management and occupational health and safety policies and practices.
Perform duties in a manner which is without an unacceptable level of risk to their own health and safety, other employees, Council’s customers or the community in general, in accordance with policies, training and instruction given.
Report to a General Manager any risk exposure, loss or damage. Risks arising in the workplace may relate to personnel/OHS, plant and property, financial/liability, business interruption or reputation.
Report to a General Manager or their Coordinator any illness, injury, hazard, near miss or incidents and losses as soon as they are detected.
Participate in programs to improve risk management including health and safety within the workplace.

Common Responsibilities
Participate in organisational development including training, annual performance
Ensure that Records Management policy, procedures and guidelines are fully complied with.
appraisals and meetings as required.

Other
Assist in the development and maintenance of systems and procedures used within the office.
Ensure the security of Council’s assets under the officer’s control.
Perform other duties and responsibilities that are within the employee’s skills, competence
and training.

Organizational Relations
Reports to: Internal Liaisons:
External Liaisons:
Visitor Information Centre Co-ordinator
Visitor Information Centre volunteers
Tourism and Community Development Program Leader.
Visitors/general public
Local business operators
Other visitor information centres

ACCOUNTABILITY AND EXTENT OF AUTHORITY
 The position operates according to the policies and procedures of the Council.
 Provide direct support and assistance to the Visitor Information Centre Coordinator and
provide a courteous, efficient and professional service to all customers.

Judgement and Decision
The nature of the work is well defined in its processes, methods and procedures. The incumbent may be required to recommend operational improvements that match the objectives of the Visitor Information Centre and the organisation.
 Exercise judgement in the selection of the most appropriate process, method or procedure and proactively seek advice as required.
 Guidance and support are available from the Visitor Information Centre Coordinator or the Tourism and Community Development Program Leader

SPECIALIST SKILLS AND KNOWLEDGE
Sound knowledge of and ability to promote tourism experiences, attractions and opportunities in the Borough.
 Familiar with social media channels, in particular Facebook, Twitter and Instagram.
 Ability to display information in an attractive manner.
 Ability to monitor visitation and other tourism trends.
 A good knowledge of the geographic area of the Borough of Queenscliffe.

Management Skills
Ability to effectively plan, organise and manage own time to achieve targets within set timeframes
 Well-developed organisational skills that will contribute positively to the overall performance of the Visitor Information Centre and the visitor’s experience.
 Ability to work unsupervised.
 Ability to prioritise daily routine tasks and co-ordinate these with specific allocated tasks.
 Ability to use initiative in all aspects of the position, including ability to identify and improve administrative systems and practices for the Visitor Information Centre.
 Ability to monitor visitation.
 Ability to adapt to a busy working environment.

QUALIFICATIONS AND EXPERIENCE
Successful completion of Year 12 or equivalent or at least 12 months’ relevant experience in a similar position.
 Certificate III in Business Administration is preferred.
 Experience working in a customer service based environment.
 A local knowledge of tourism and attractions in the Queenscliff/Point Lonsdale area is preferred.
 Proficient in the use of the Microsoft Office suite and other office technology (including internet, facsimile and email technologies).
 Demonstrated experience in a customer service based environment.
 A current Victorian driver’s licence is required.
 A current Police Check.

KEY SELECTION CRITERIA
Successful completion of Year 12 or equivalent or at least 12 months’ relevant experience in a similar position.
 A local knowledge of tourism and attractions in the Queenscliff/Point Lonsdale area is preferred.
 Experience working in a customer service based environment.
 Well-developed verbal and written communication skills to communicate clearly and
effectively with staff and customers.
 Demonstrated understanding and experience in promoting tourism products.
 Proficient in the use of the Microsoft Office suite and other office technology (including internet, facsimile and email technologies).

Job Categories: Banking/ Insurance/ Financial Service, Receptionist, Restaurant/ Tourism, Sales/ Public Relation, and Secretarial/ Front Office/ Data Entry. Job Types: Full-Time. Job Tags: Australia. Salaries: 100,000 and above.

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