Team Leader Visitor Services

Team Leader Visitor Services| The Barossa Council Page **1** of **6**

Position Description**
**Classification**:GOS Level 6

**Department**:Economic Activation, Strategy and Customer Relations

**Current Occupant**:Vacant

**This Position Reports To**:Manager Visitor Economy and Events

**Reporting To This Position**:Visitor Services Officers and Senior Visitor Services Officer

**Location**:Barossa Visitor Centre, Tanunda

**Date Last Reviewed**:November 2024

**Approved by**:Deputy CEO and Director Corporate Services, Strategy and Innovation

**Corporate Objectives**

All Employees of Council contribute to Council’s strategic goals and objectives. The Barossa Community Plan

2020 - 2040 lays the foundation for all strategic decisions made by Council and is supported by a Corporate Plan.

The Community Plan provides a clear strategic direction across a range of areas, as well as serving as an

overarching guide to measure our decision making and successful delivery of service. The Community Plan shows

commitment to the values of Land and Place, Community, Leadership and Achievement with targets that reflect

five key themes:
Natural Environment

and Built Heritage

Health and Wellbeing

Business and Employment

Community and

Culture

Infrastructure

**Customer Service**

Council values its customers and strives to provide the right people, efficient processes and systems to deliver a

quality customer experience. Every role within Council serves an internal or external customer and we are

committed to ensuring that customers are at the centre of everything we do.

**Staff Values and Vision**
- Our organisational culture is built upon our values of Inclusiveness, Progression and Resilience, with our ultimate _
- vision being that ‘Our service uplifts our community’. _

Inclusive We approach our work with a collaborative and respectful mindset.

Progressive We show curiosity and explore sustainable and innovative ways of working.

Resilient We are receptive and responsive to growth and change.

Team Leader Visitor Services | The Barossa Council Page **2** of **6**

**Position Overview**

The Team Leader Visitor Services is accountable for driving and continuously improving the Barossa Council’s

Visitor services across multiple channels - face-to-face, online, digital, signage, and printed resources - to elevate

the visitor experience in the Barossa and in line with national tourism accreditation standards.

By adapting services to meet evolving visitor needs, the Team Leader will drive economic value to tourism

operators through providing services that actively drive increased visitor spending, encourage longer stays,

broader dispersal across the region and support repeat visitation.

The role fosters a strong customer service culture, benefiting visitors, tourism operators, and the community.

Additionally, the Team Leader is responsible for the leadership and development of the Visitor Services team,

including staff and volunteers.

**Key Responsibilities**
- Lead the operations of Barossa Council’s visitor services, ensuring a high-quality, customer-focused

experience for visitors, local tourism operators, and the community, in alignment with Council’s strategic

goals.
- Provide support to the Manager Visitor Economy & Events with budgets, policies, procedures and systems

that result in continuing operational efficiencies and effectiveness in the Councils visitor services delivery.
- Ensure the Council delivers ‘best value’ Visitor Services, that enhance the experience of visitors, adapting

to changing needs, tourism trends and fostering continuous improvement.
- Support the strategic direction of Councils Visitor Services through implementation of the Visitor Services

development plan, that aligns with Councils strategic and community plans.
- Ensure effective retail management, by overseeing the purchase, display, and sales of high-quality,

region-specific products in alignment with retail guidelines and budget requirements. Identify new retail

opportunities to maximize revenue and support the financial sustainability of services.
- Oversee accommodation, tours, and experience booking services that leverage up-to-date technology

and systems to meet the needs of visitors and tourism operators ensuring efficient, user-friendly, and

accessible booking options across digital and in-person channels.
- Administer, monitor and ensure effective and up to date operation of the Centre’s Booking Services.

Identify areas of improvement, staff and operator training needs, and upgrades to support smooth and

successful service delivery.
- Ensure efficient and equitable delivery of annual Membership Agreement benefits and services to tourism

operators, providing value and support. Cultivate positive relationships with businesses, proactively

offering assistance to enhance their success and engagement within the local tourism network.
- Ensure the Barossa Visitor Centre provides a