Team Leader Visitor

Services (Phillip Island)

Team Leader Visitor

Services (Phillip Island)

Classification

Band 6

Status (FTE)

Permanent (1.0)

Division

Partnerships, Advocacy and Economy

Occupant

Vacant

Date

January 2021

About us From surfing to cycling to wining and dining and everything in between, Bass Coast provides the

perfect balance of rural, residential and holiday lifestyles for all to enjoy- all with stunning backdrops

of beaches, bushland and rolling hills.

A fast growing peri urban coastal shire with a strong focus on the balance of environment, economy

and community. The environment is our economy. To meet the needs of our fast growing status our

organisation has been reimagined to meet the current and future challenges. Our organisation is

underpinned by the principles of:

We deliver

Placing the customer at the centre of everything we do and,

Being a part of something bigger

With a proven track record of investing in our people we attract high quality applicants who want to

contribute to our community, excel in their careers live the values of Excellence, Passion,

Imagination, Integrity & Courage.

Reporting to the Coordinator Customer and Visitor Experience, the Team Leader Visitor Services

(Phillip Island) is responsible for managing the seven days per week operations of the Visitor

Information Centre (VIC) network including Cowes and Newhaven VICs. This is achieved through

the key responsibility areas outlined below.

Management of the Phillip Island Visitor

Services operations to ensure the Centres

operate within budget and deliver all key

objectives as outlined in the Visitor Services

Business Plan

Management of the Phillip Island Visitor

Services Team and provide specialist advice

and support to enhance the visitor

experience at Bass Coast Council.

Meet all compliance, statistical reporting

and regulatory requirements eg VTIC VIC

accreditation requirements and Visitor

Service commitments by negotiating

relevant agreements with key stakeholders

such as Phillip Island Nature Parks and

Destination Phillip Island.

Maintain regular ongoing liaison with

tourism operators to promote visitor

services within the community and organise

product familiarisation visits for staff and

volunteers.

Contribute to future visitor service delivery needs and appropriate staffing strategies

utilising budgeting techniques within pre-

determined budgeted guidelines and

provide budget variance commentary.

Plan, implement and develop a staff and

volunteer personal development program

Key Responsibility Areas

for continuous learning and growth of

team members.

Building a culture of best practice by

pro-actively providing clear and meaningful advice to enhance visitor

experiences.

Contribute to the overview of

customer and visitor experience

functions including ongoing review of

Visitor Services Business Plan and

Customer Service Charter.

Provide support and input for the Customer Experience Strategy to

improve capabilities of the Customer

and Visitor Experience Team drawing

on previous experience.

Identify visitor service ‘hot topics’ and

collaborate with relevant Team Leaders,

Coordinators and Managers to propose

resolution strategies to be considered.

Responsible for managing the booking

system and financial responsibility for

generating and receipting invoices and

purchase orders for timely payment.

Responsible for rostering of staff at

Phillip Island Visitor service centres.

Organisational relationships

Coordinator Customer and

Visitor Experience

Team Leader Customer and

Visitor Experience

Team Leader Visitor Services (Phillip Island)

Performing all duties in accordance with all

relevant goals, objectives, standards, and

policies.

Knowing, understanding and improving systems both internal and external.

Following effective risk management

practices, identifying hazards in the

workplace and actively contributing to a

safety culture.

Understand and comply with organisations principles, standards, policies and

procedures, including: Working Together

(Equal Employment Opportunity), Fraud

Policy, Code of Conduct, and the Customer

Service Charter.

Accountability and extent of authority

Understand information management

responsibilities and ensure records are

created, captured and monitored in

accordance with legislation, regulations and standards and Council’s internal

policies and procedures.

Contribute to emergency management

activities when required and as directed

by the General Manager.

Judgement and Decision Making

The incumbent must be able to:

Act decisively to ensure the

continuation of VIC operations and

customer service, particularly on

weekends when organisational support

may not be available.

Solve problems in a demanding operating environment utilising guidance

and advice that is usually available with a

can-do attitude.

To analyse and interpret data to support

actions and recommendations.

Use judgement in implementing Council policies, procedures and work practices

in meeting the objectives of the work

team.

Consider the natural environment and

political sensitivities and be diplomatic

and astute in decisions made.

Competencies Specialist Skills and Knowledge

The incumbent must be able to demonstrate:

An ability to provide professional advice to internal and external customers in

relation to specialist matters.

An understanding of the Bass Coast

Towards 2030 vision and the Council

Plan.

Organisational knowledge in regards to

Team, Department, Division and

Council goals, objectives, policies and

operating procedures.

Some exposure to preparing and

adhering to budgets and business plans.

An ability to ensure policies are developed, up to date and

communicated regularly across the

organisation as appropriate.

An ability to maintain professional skills

and knowledge through education,

establishing networks, qualifications and

memberships.

The incumbent is responsible and accountable for:

Tourism knowledge of Bass Coast and the

broader tourism industry.

Extensive knowledge and skills in managing a VIC.

Excellent skills in Microsoft Office, central

reservation systems, purchasing systems and

contact management systems.

Management Skills

The incumbent must be able to demonstrate:

A commitment to personal development and challenge individuals to grow and

improve, and to develop personally and

professionally.

An ability to consistently recognise people

for a job well done and value individuals for

their ongoing contribution.

Leading with integrity and being a role model to others in living the organisational

values.

Effectively managing upwards in the

provision of information and support and be

responsive to manager/coordinator

requirements.

Well-developed human resource management skills including ability to

implement EEO and OH&S requirements

and individual and team development

initiatives.

An ability to oversee the operations of the

VIC network to ensure an integrated

culture, approach and level of service across

all sites.

Interpersonal Skills

The incumbent must be able to:

Build relationships and partnerships with stakeholders to liaise on behalf

of the organisation, the community

and Bass Coast.

Engage and consult with all relevant

stakeholders to discuss and resolve

intra-organisational problems.

Demonstrate well-developed written and verbal communication skills and

effective presentation skills.

Develop and maintain effective

relationships that work towards

achieving outcomes.

Demonstrate personal characteristics of being a ‘team player’ with broad

vision and a demonstrable record of

achievement.

Design, develop, implement and

report on business and project

management plans.

Qualifications and Experience

The incumbent will need:

Qualification and experience in Visitor Information Centre

operations or in a related discipline

which includes customer services,

merchandising, marketing or tourism.

Experience in coordinating a team of

volunteers.

Drivers licence.

Applicants will be required to undergo pre-employment checks including but not limited to a Police

Records Check and Working with Children Check.

Pre-Employment Checks

Key Selection Criteria

A tertiary qualification in Tourism, Business

Administration or proven, substantial

experience in a Visitor Information Centre.

Ability to manage the Visitor Services Team

and provide specialist advice and support to

enhance the visitor experience.

Demonstrated experience in staff

management, rostering, financial

management, invoices and purchase orders.

Demonstrated experience in building a

culture of best practice, continuous

improvement and innovation

Selection will be based on the following key selection criteria; however reference will also be made

to other listed skills, knowledge and attributes as required in the position description.

Extensive knowledge of Phillip Island

and Bass Coast tourism and visitor

services

High proficiency using a booking

system, POS and request management

system.

Performance Criteria

Performance criteria will be developed within the first three months of appointment, recorded and

reviewed in accordance with Council’s Performance Development Policy and Framework.