Employment Information Package for Visitor Information Officer / Travel Consultant Position Number POS0920 Enquiries: Sandy Stroud, Visitor Information Centre Coordinator P: 03 6323 3000 Application Closing Date: 3:00pm, Tuesday, 19 February 2019. Address all correspondence to: Manager Human Resources City of Launceston PO Box 396 LAUNCESTON TAS 7250 Email address: [email protected]When emailing your application, attachments should be sent in either Word (.doc/.docx), PDF (.pdf), TIFF (.tiff), JPEG (.jpg) or Excel (.xls/xlsx) formats.
Transcript
Employment Information Package for
Visitor Information Officer / Travel Consultant
Position Number POS0920
Enquiries:
Sandy Stroud, Visitor Information Centre Coordinator P: 03 6323 3000
Application Closing Date: 3:00pm, Tuesday, 19 February 2019.
Address all correspondence to:
Manager Human Resources City of Launceston PO Box 396 LAUNCESTON TAS 7250
Email address: [email protected] When emailing your application, attachments should be sent in either Word (.doc/.docx), PDF (.pdf), TIFF (.tiff), JPEG (.jpg) or Excel (.xls/xlsx) formats.
Page 2 of 13
Introduction Launceston is the regional hub of Northern Tasmania and enjoys a rich natural and social history. Located at the head of the picturesque Tamar Valley, the Launceston region is renowned for its award-winning wines, gourmet dining experiences, magnificent natural features and friendly residents. The City of Launceston municipal area covers an area of 1,405 square kilometres with a population of around 67,000 residents. The City of Launceston is Tasmania's largest municipal council in terms of population and revenue.
Launceston boasts all the major facilities of a much larger city, many of which are owned and operated by the City of Launceston. The City of Launceston is served by 12 Councillors, including the Mayor and Deputy Mayor. Click here to view City of Launceston's strategic and annual reporting.
City of Launceston The City of Launceston is one of 67 Tasmanian workplaces recognised as an Employer of Choice by the Tasmanian Government. An Employer of Choice is a workplace which demonstrates contemporary workplace practices and provides outstanding support for its staff. The Council employs around 570 employees across a range of responsibilities.
Organisational Chart
General Manager
Michael Stretton
Corporate Services
Louise Foster, Director
Corporate Strategy
Customer Service
Finance
Human Resources
Information Management
Information Technology
Legal Services
Rates
Strategic Procurement
Development Services
Leanne Hurst, Director
City Development
Community and Economic
Development
Health and Compliance
Facilities Management
Bruce MacIsaac
Director
Architectural Services
Inveresk Precinct
Leisure and Aquatic Centre
Parking & Carr Villa
Infrastructure Services
Shane Eberhardt, Director
Operations
Technical Services
Major Projects
Creative Arts and Cultural Services
Tracy Puklowski, Director
Collections & Research
Audience Engagement
Visitor Operations
Arts and Culture
Planetarium
Administration Support
Civic Affairs
Economic Development
Communications
Page 4 of 13
Department Chart
Manager Community and Economic Development
Team Leader Tourism and Events
Visitor Information Centre Coordinator
Visitor Information Officer / Travel Consultant
Page 5 of 13
Information for Applicants Please read this information carefully, as it will help you with the preparation of your employment application
City of Launceston is an equal opportunity employer and complies with the requirements of the Human Rights and Equal Opportunity Commission Act (Clth) 1986 and the Anti Discrimination Act 1998 (Tas) during the recruitment and selection process.
When applying for this position, you must provide the following documentation:
1. City of Launceston Application for Employment Form 2. Covering letter 3. Statement addressing the selection criteria 4. Resume
1. The Application for Employment Form is available here.
2. Your covering letter should introduce you and explain why you are applying for the role.
3. All recruitment and selection decisions are based on merit. The most suitable person in terms of skills, knowledge, qualifications, relevant experience, alignment with organisational values and work attitudes is selected for the positon. Selection is based on the assessment of each application in relation to the selection criteria identified in the position description. The position description is included later in this information kit.
The selection criteria consists of the qualifications, knowledge, skills, attitudes and abilities required to successfully perform the role. You must provide a statement which addresses each selection criterion for the role. Your statement should include examples which demonstrate how you meet each criterion.
4. Your resume should provide details of your qualifications, work history, special skills, training and competency details and referees, plus any other information which may support your application. Be clear and informative. Include the names, position titles, addresses and telephone numbers of at least two work referees.
Post Application Process Short listed applicants will be contacted by telephone or email to arrange an interview. Unsuccessful candidates will be advised by email or post. Pre-employment checks The successful applicant will be required to undertake a pre-employment medical examination and consent to a national police check, at Council's expense, prior to a formal employment offer being made. Further information will be provided to the successful candidate.
Position Description PF NUMBER: POS NUMBER: POS0920
POSITION TITLE: Travel Consultant
AWARD CLASSIFICATION: Grade 2
EMPLOYEE: Vacant
DEPARTMENT: Community and Economic Development
DIRECTORATE: Development Services
REPORTS TO: Visitor Centre Coordinator
PREPARED BY: Sandy Stroud
DATE: November 2018
APPROVED BY:
NAME: Leanne Hurst
POSITION: Director Development Services
SIGNATURE:
POSITION PURPOSE (Why does this position exist)
The position exists to provide high level, reliable and effective service to our visitors; To present information and create sales for all tourism related products within Tasmania; undertake computer reservations and process all sales using computer software; To assist in optimising sales and relationships with suppliers and tourism operators, and promote the tourism aspects of Tasmania. To assist the coordinator with day to day operations of the Centre and other responsibilities when required.
MAJOR ACCOUNTABILITIES/DUTIES AND INDICATORS
Customer service - Visitor Centre
Accountabilities/ Major Duties
Activities/Tasks include: Performance
Indicators
• Provision of sales and VIC service
Provide sales and information services relating to Tasmanian accommodation, transport, tours, packages, attractions and sea travel.
Source and provide destination advice, access and interpret product information
Undertake planning of personal and group itineraries
Accuracy, efficiency and detail to attention achieved
• Dealing with visitors face to face with good verbal skills
Welcoming, tactful, polite, friendly and courteous
Respects and maintains confidentiality
Customer compliments /
complaints
Page 8 of 13
Customer service - Visitor Centre
Accountabilities/ Major Duties
Activities/Tasks include: Performance
Indicators Develops rapport with customers and does not
interrupt
Listens carefully and attentively
Clearly understood, good tone and volume
Conversation flows (e.g., no hesitation or lengthy pauses)
Use of correct Grammar
Avoids slang/jargon
Stays focused on the customer
Maintains eye contact
Duties performed
accurately and in a
friendly, helpful manner
• Excellent phone manner Welcoming
Mentions the City of Launceston and their name when answering calls
Offers to help
Thanks the customer
Says goodbye or similar
Friendly and courteous
Duties performed accurately and in a friendly, helpful manner
Customer service - dealing with difficult customers
Accountabilities/ Major Duties
Activities/Tasks include: Performance
Indicators
Dealing with difficult customers
Adopts a friendly and courteous manner
Respects and maintains confidentiality
Focuses on solving the problem and does not argue or debate with customer
Recognises when and how to effectively escalate to Coordinator/Manager
Customer Service Charter (adherence)
Complaint handling policy and procedure (adherence)
Financial transactions
Accountabilities/ Major Duties
Activities/Tasks include: Performance Indicators
Process financial transactions including daily balances and preparing daily banking requirements
Accurate transactions of sales (tender, credit card and cheque details)
Accurate counting and maintenance of floats
Attention to detail
Notifies Coordinator of unders/overs
Accurate balancing
Transactions and reports
prepared accurately
Acts with responsibility
And honesty
Page 9 of 13
Presentation and work ethic
Accountabilities/ Major Duties
Activities/Tasks include: Performance Indicators
Maintains a professional approach and pride in personal appearance and workplace
Neat and tidy workplace
Wears the Council uniform
Wears name badge
Pride in appearance of VIC, maintaining brochure displays and stocks
Punctual
Workstation kept neat and tidy
Punctuality Corporate Uniform and Standards of Dress policy and procedures (adherence)
Continuous improvement
Accountabilities/ Major Duties
Activities/Tasks include: Performance Indicators
Strives to identify opportunities for improvement
Initiates or contributes to initiatives that enhance customer service delivery
Questions current processes - e.g., is there a better way to do it?
Active participation in process improvement trials
Learning through practice and training
Accountabilities/ Major Duties
Activities/Tasks include: Performance Indicators
Training Actively participates in training Attends scheduled training and team development sessions, including those scheduled out of hours
Learns through practice Puts learning from training into practice Errors are learned from and not repeated
Keeps abreast of and puts into practice key changes in processes
Recognises when to ask for help
IT applications (software) - use and transfer of knowledge
Accountabilities/ Major Duties
Activities/Tasks include: Performance Indicators
Utilises all IT applications to gather and transfer knowledge and respond to customer enquiries
Operate computer reservation system and produce computer-generated documents
New information is shared with team member
Accurately collects and inputs information
Full details obtained from customer
Accuracy, efficiency and attention to detail
Page 10 of 13
Teamwork
Accountabilities/ Major Duties
Activities/Tasks include: Performance Indicators
Positively contributes to a supportive, productive and effective team work environment
Offers assistance to others
Flexible break and lunch times
Shares the work load
Participates in team activities
Mindful of other team members in the working environment (e.g. noise levels)
Punctual
Visitor Information Centre specific procedures, processes and policies (adherence)
Code of Conduct (adherence)
Workplace health & safety
Accountabilities/ Major Duties
Activities/Tasks include: Performance Indicators
Work Safely with a Duty of Care for fellow employees and ensure procedural compliance
Perform all work in a safe manner in accordance with the City of Launceston's Occupational Health and Safety Policy and Procedures
While at work, a worker must –
(a) take reasonable care for his or her own health and safety; and
(b) take reasonable care that his or her acts or omissions do not adversely affect the health and safety of other persons; and
(c) comply, so far as the worker is reasonably able, with any reasonable instruction that is given by the person conducting the business or undertaking to allow the person to comply with this Act; and
(d) cooperate with any reasonable policy or procedure of the person conducting the business or undertaking relating to health or safety at the workplace that has been notified to workers.
(Section 28 Work Health & Safety Act 2012)
Ensure work is halted where unsafe practices are observed
Work safely with a duty of care for fellow employees
Maintain neat and tidy work area, customer service foyer area, storeroom and cupboard storage
Page 11 of 13
SELECTION CRITERIA (KNOWLEDGE, SKILLS, ATTITUDES AND QUALIFICATIONS)
Year 12 education with appropriate work experience
Experience with travel reservation systems
Good working knowledge of Word, Excel and Outlook with the aptitude to learn and use Council's corporate applications (essential)
Demonstrated problem solving experience
Ability to work unsupervised
Experience delivering high quality customer service in a similar setting
Ability to gain a sound knowledge of multiple products and services
Verbal communication skill levels appropriate to the position
Literacy, numeracy, and written communication skill levels appropriate for the position
Cash handling or cashiering experience
Demonstrated aptitude and attitude for working flexibly and cooperatively in a team environment
Outstanding interpersonal skills to use within the team and with customers
KEY RELATIONSHIPS (External and Internal Customers, Supplier, Colleagues, etc)
Internal Nature of Relationships
Visitor Information Centre Peers Effective peer relationships
Community and Economic Development team and other Council staff
Effective, cooperative working relationships
External Nature of Relationships
Customers Provision of quality service
Supplier (Tourism owners/operators, etc.) Provision of quality service
REPORTING STRUCTURE
Manager Manager
Direct Reports Nil
DELEGATIONS & AUTHORISATIONS (Local Government Act, By-Laws etc)
Nil
Page 12 of 13
COMPUTER AND CORPORATE APPLICATION ACCESS REQUIREMENTS (indicate the access required for this position)
Yes/No Enter Workplace Details
Computer Access
Email and Internet Yes
Technology One Enterprise Suite Yes
Employee Self Service Yes
Purchasing Requisitions No
Purchasing Approvals No
Works & Assets No
Technology One Property & Rating No
ECM Yes
POSITION TARGET QUALIFICATIONS (required qualifications and competencies)
Nil
POSITION SCOPE (Budget Control, Relevant Statistics etc)
N/A
Confidentiality Staff are a) Able to access; or b) May be exposed in the course of performing their duties to information that may be related to
individuals, organisations or the general dealings of the City of Launceston. Some of this information will be of a sensitive nature – either within or external to the organisation.
By accepting this position the employee undertakes: a) To keep all information that they are exposed to confidential during and after their period of
employment with City of Launceston. Information should never be disclosed outside of the organisation and only be disclosed to other employees if there is a need within the context of the task being performed.
b) To not access any information within the organisation's systems that is not directly relevant to their work.
c) To abide by the requirements of the Confidentiality and Privacy clause of the relevant Enterprise Agreement.
OTHER RELEVANT INFORMATION
Is there any other background information that would assist in describing the nature and context of the role?
The City of Launceston Visitor Information Centre is a key information point for potential and current visitors, tourism industry suppliers and other relevant industry stakeholder. As such the position is required to provide information advice on various aspects of the Tasmanian travel and tourism industry, promote the state as a destination, and provide friendly and effective customer service at all times.
Page 13 of 13
CITY OF LAUNCESTON'S ORGANISATIONAL VALUES
we value clear and open communication
we support and encourage each other
we respect diversity
we recognise individual needs, experience and strengths
we take pride in our work and pursue a standard of excellence
we genuinely listen, and value collaborative relationships
we strive towards the best outcome for our community
we make responsible and sustainable decisions
we actively seek opportunities to continuously improve
we respect and explore different ideas and perspectives
we embrace change that leads to positive outcomes
we value innovation and creativity
we show care for people and look out for one another
we speak up and support others to be healthy and safe
we take personal responsibility for our own health and wellbeing
