RECRUITMENT KIT

RECRUITMENT KIT: Visitor Information Centre Officer

CLOSING DATE FOR APPLICATIONS: / The closing time and date for applications for this position is:
4pm, Wednesday28 March2018
STATUS: / Part-timerole - 19 hours per week
LOCATION: / This position will be based in Beechworth, Victoria.
ENTERPRISE AGREEMENT: / Indigo Shire Council’s Enterprise Agreement 2015-2017. The agreement is available at or by emailing
CLASSIFICATION: / This position has been classified Band3
SALARY: / Band 3 - $54,478.76 – $58,256.08pa
PAYMENT DETAILS: / Salary is paid on a fortnightly basis into a nominated bank account by direct bank deposit.
SUPERANNUATION: / In addition to the above salary, Council will contribute 9.5% of salary to Vision Super or another complying superannuation fund as nominated by the employee if earnings are in excess of $450 per month. Please note all payments to Superannuation funds other than Vision Super will be made via a Superannuation Clearing House.
QUALIFYING PERIOD: / This position will be subjected to a six (6) month qualifying period.
ANNUAL LEAVE: / Four (4) weeks annual leave per annum
OTHER LEAVE: / Other leave entitlements are listed in the Indigo Shire Council Enterprise Agreement 2015-2017.
REFERENCE, POLICE AND QUALIFICATIONS CHECK: / As part of the employment process all applicants will be required to submit a minimum of two referees, be prepared to undergo a National Police Check and provide evidence of qualifications. Certain roles will also require a valid Working with Children Check.

APPLICANT INFORMATION

We are a child safe and equal opportunity employer. Applications from Aboriginal and Torres Strait Islander people, people with a disability and people from culturally and linguistically diverse backgrounds are encouraged. In addition, applications for positions that work with children must provide referees who can comment on their experience working with children. These roles also require a valid Working with Children Check. A Police Check is mandatory for all roles, and will be conducted by Indigo Shire Council.

Indigo Shire Council (ISC) is an equal opportunity employer and applies merit-based selection techniques. Selection is based on the assessment of each application in relation to the Selection Criteria provided in the Position Description below.

HOW TO APPLY

THE POSITION DESCRIPTION (PD)Please read the PD - this is an outline of the nature and expected outcomes of the job. It will also include the knowledge and skills required to undertake the role. Please keep in mind however that a PD is not a detailed record of every task and duty that may be required in the position.

SELECTION CRITERIA (SC) The SC indicates the level of knowledge, skills, abilities and personal attributes that an individual needs in order to perform the duties of the position. ISC requiresyou to provide answers addressing each SC as part of your application. Your SC responses will allow the selection panel to better assess your ability to meet the criteria of the position, and your SC answers will determine whether or not you are asked to attend an interview. There are helpful websites and printed material,which outline how to answer SC for government agencies – we suggest you research these.

SUBMITTING YOUR APPLICATION

1. Email
ISC’s preferred method of receiving employment applications is via email:

PLEASE SEND YOUR APPLICATION AS ONE PDF DOCUMENT.

2.Post to
Employment Application
Organisational Development Department
Indigo Shire Council
PO Box 28
Beechworth VIC 3747

Note: If submitting via mail or in person, please do not bind applications; a paper clip will do nicely.

3. In person

Applications may also be hand-delivered to reception at ISC’s Customer Service Centres located in Beechworth, Yackandandah, Rutherglen and Chiltern. Please visit our website for further details:

Receipt of application will be via automatic email response, or via letter within 5 business days. All the best with your application and please contact us if you have any questions.

Visitor Information Centre Officer

POSITION: / Visitor Information Centre Officer
DATE: / March 2018
CORPORATE UNIT: / Development & Community Services
CLASSIFICATION: / Indigo Shire Council Enterprise Agreement 2015-2017
Band 3
EMPLOYMENT STATUS: / Part Time, 19 hours per week
Weekend and Public Holiday work included
location: / Beechworth
AUTHORISED BY: / Manager Organisational Development

POSITION OBJECTIVE/S

  • Provide administrative support to the Manager Beechworth Visitor information Centre (BVIC)
  • Provide comprehensive, accurate, relevant information and advice to customers in a friendly, helpful, efficient and professional manner
  • Optimise visitors’ experience, length of stay and expenditure in region
  • Provide an effective interface between Indigo Shire’s Visitor Information Centres, the general public, event organisers, Chambers of Commerce, local associations, business operators, other staff and other Visitor Information Centres
  • Assist with the development and provision of high quality visitor advice including:
  • Attractions
  • Activities and tours
  • Events
  • Cultural Heritage Programs and Exhibitions
  • Beechworth Burke Museum and Historic Precinct bookings including walking tours and other tour and ticketing sales provided through the BVIC

KEY RESPONSIBILITY AREAS

Visitor Services:

  • Assist with the development of a helpful and positive environment at the BVIC, ensuring

visitors are made welcome and leave well informed, with a sense of excitement for and

anticipation of their time in Beechworth and Indigo Shire

  • Ensure that requests and needs of the general public are met and effectively attended

to in a helpful, courteous and prompt manner

  • Assist visitors in the use of available digital technology
  • Ensure that the Beechworth Burke Museum and Historic Precinct (BMHP) are promoted as an essential component of visitation to Beechworth
  • Assist in the co-ordination of an accurate and efficient group booking service for all elements of the BMHP. Work with tourism operators to increase the scope and amount of product available to the group booking market.
  • Assist with the sale of retail stock, including display of merchandise, security of money and

stock, end of day reconciliation, preparation of banking documentation and annual

stocktake.

  • Maintain knowledge of current accommodation, attractions, local events and trends in local

and regional tourism

  • Provide leadership, direction and on the job training to volunteers and casual staff at the

Beechworth Visitor Information Centre

  • Assist with bookings for the Town Hall, its equipment and hire
  • Assist, as required, at other Indigo Shire Visitor Information Centres and the Burke Museum and Historic Precinct
  • Assist with development of improved efficiency in process and procedure across all aspects of Visit Servicing, with a focus on digital solutions

Administrative:

  • Assist with the development and maintenance of relevant procedure and operational

manuals and documents

  • Prepare, maintain and report monthly and yearly statistics on all aspects of the group

booking service, including preparation of invoices

  • Respond to correspondence, telephone, and email inquiries in a timely and efficient manner
  • Assist with administrative duties associated with BVIC operations, including daily cash

Reconciliation and receipting

GENERAL WORK REQUIREMENTS

General

  • To provide the best customer service to both internal and external customers in accordance with Council’s Customer Service Policy, in particular:
  • Reply in written correspondence within 14 days
  • Return telephone calls within 24 hours
  • Ensuring that the public image of the Council as a service provider is always maintained in the highest integrity.
  • To support Council objectives in the public forum
  • To live and model the Council values
  • To provide a positive personal contribution in the policy and decisions in relation to the position and the public image of the Council.
  • To provide a positive personal contribution in the exchange of information between team members, across business departments and with customers.
  • To encourage and participate in team activities.
  • To participate in training programs designed to increase efficiency and effectiveness
  • To identify areas where additional training is required and advise supervisor.
  • Presentation of courteous and helpful image to Councillors, internal officers, outside organisations and customers
  • Maintenance of confidentiality in performing the duties of the position and in liaising with internal officers, outside organisations and customers.

Public Safety / Risk Management

  • To be observant with regard to identification of potential public safety hazards and notify supervisor of hazards which cannot be remedied immediately.
  • Where possible, rectify hazards and notify supervisor with a view of preventing recurrence.
  • To follow up action items reported by staff and advise staff of action taken.
  • Observe risk management principles, policies and practices through the risk management strategy and operational procedure statements.
  • Employ risk management principles and practices in day-to-day duties and functions.
  • Report on any matter that may have a potential risk exposure to the organisation, fellow employees, contractors or the public.

Occupational Health and Safety

  • To comply with provisions of the Occupational Health and Safety Act by taking all reasonable precautions to ensure the health and safety of self and others.
  • To rectify actual or potential hazardous situations, where appropriate, in accordance with established policies and procedures.
  • To participate in programs designed to monitor and protect the health of staff in their workplace.
  • To report as soon as practicable to your Supervisor / Manager
  • Unsafe equipment, work practices or conditions
  • Potential Hazards
  • Near Misses
  • All injuries sustained whilst in the performance of work duties
  • Damage to Council equipment or property

ORGANISATIONAL RELATIONSHIPS

REPORTS TO:
SUPERVISES: / Manager Visitor Information Centre Beechworth
Visitor Information Centre volunteers and casual staff
INTERNAL LIAISONS: /
  • Senior Management
  • Councillors
  • All Council staff

EXTERNAL LIAISONS: /
  • Government departments
  • Officers from other municipalities
  • Professional advisers retained by Council
  • Professional organisations
  • Private corporations
  • Employee organisations
  • Regional bodies
  • Members of the public
  • Media representatives
  • Contractors
  • Local and regional businesses

ACCOUNTABILITY AND EXTENT OF AUTHORITY

  • Security of money, retail stock, and event tickets
  • Supervision of volunteers and casual staff in the absence of the BVIC manager
  • Maintenance of confidentiality in performing the duties of the position
  • Responsible to the BVIC Manager for the operation of the Visitor information Centre in

accordance with standards and objectives set

SPECIALIST SKILLS AND KNOWLEDGE

  • Knowledge of and capacity to follow documented policies and procedures
  • Knowledge of the tourism industry and relevant networks
  • Interest and knowledge of local history
  • Extensive knowledge of the tourism assets throughout Beechworth, lndigo Shire and North East Victoria including transport, accommodation, tourist attractions, natural resources and special events
  • Microsoft Office software skills, Outlook, internet, social media, and digital applications

JUDGEMENT AND DECISION MAKING SKILLS

  • Guidance and advice is always available
  • Organisation and prioritisation of daily activities
  • Ability to solve requests of the public
  • Ability to deal with customer complaints according to documented processes
  • Ability to resolve minor problems internally and externally with clients, staff and volunteers

MANAGEMENT SKILLS

  • Skill in planning and organising own work
  • Self-motivated, enthusiastic and able to interact with all levels of staff and the community
  • Ability to work under pressure in a dynamic environment
  • Ability to undertake duties within clearly defined processes and policy guidelines

INTERPERSONAL SKILLS

  • Demonstrated ability in developing a customer focus to service delivery
  • Well-developed oral and written communication skills
  • Ability to engage with team members and customers in a positive and friendly manner
  • Ability to work as part of a team
  • Capacity to exercise tact and diplomacy
  • Ability to be flexible and open to learning new skills
  • Ability to motivate and encourage visitors to undertake new experiences

QUALIFICATIONS AND EXPERIENCE

  • Demonstrated experience in customer service practices
  • Experience working in the Tourism industry and/or a Visitor Information Centre is preferred
  • Sound computing and administration skills
  • Knowledge and understanding of retail, sales and marketing
  • Current First Aid Certificate is preferred

SELECTION CRITERIA

  1. Extensive Knowledge of lndigo Shire's tourism products and experiences
  2. Exceptional customer service skills working in a retail or tourism environment
  3. Demonstrated ability to make a positive contribution and work as part of a team
  4. Demonstrated experience in administration support and highly developed computer skills

Page 1 of 8