Tourism Services Officer

Tourism Services Officer (Casual) | The Barossa Council Page **1** of **5**

Position Description**
**Classification**:General Officer

**Department**:Tourism Services

**Current Occupant**:Vacant

**This Position Reports To**:Manager Tourism Services

**Reporting To This Position**:None

**Location**:Barossa Visitor Centre, Tanunda

**Date Last Reviewed**:February 2022

**Approved by**:Director Corporate Services and Business 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 Constructive Culture**
- 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.

Tourism Services Officer (Casual) | The Barossa Council Page **2** of **5**

**Position Overview**
This position will deliver and maintain excellence in Visitor Services at the Barossa Visitor Centre and its associated
services and facilities. The role will contribute to Council’s strategic directions through providing an exceptional
visitor experience at Council’s accredited Visitor Information Centre; through the provision of accurate and up
to date information, itinerary planning and booking, regional education, providing support to local tourism
operators and product sales via various channels.

**Key Responsibilities**
**Visitor Experience**
- Provide a professional and engaging customer experience via all communication mediums, through the

delivery of well-informed and prompt assistance, advice and support in line with Council’s standards,
processes and policies.
- Contribute to effective communication by regularly seeking and sharing accurate and up-to-date

information with Manager, colleagues and visitors.
- Encourage and facilitate bookings for visitors, offering convenient and proactive booking services through

effective use of systems and processes, ensuring an optimum end to end customer experience.
- Maintain and assist with various retail and sales tasks including organising purchasing and re-stocking

products, promotions, displays, selection of merchandise and stock control to maximise return from sales.
- Actively participate in a culture of continuous improvement, proactively update industry and product

knowledge through regular attendance of product familiarisations, industry meetings, professional
development programs and industry publications.
- Work closely with industry representatives, stakeholders and operators; developing effective partnerships

by linking them in with our services and providing promotional assistance and product development
support.
- Provide support and guidance to volunteer Ambassadors in a professional and friendly manner, supporting

our service delivery and overall customer service experience.
- Ensure the indoor and outdoor facilities and displays are of a professional high standard at all times by

maintaining public areas, re-stocking of merchandise displays and brochure stands.
- Identify gaps in service delivery to ensure quality experiences are maintained and continuously reviewed

and evolved. Identify new opportunities and be proactive in industry changes and developments and
communicate recommendations to Manager, Tourism Services.
- Actively participate in a collaborative team environment in order to maintain an encouraging, supportive

and dynamic work environment. Support each other; communicate workloads; and prioritise your
availability to help others to achieve our overarching service delivery, team goals and deadlines.
** Administration**
- Perform high quality administration activities including, but not limited to, maintaining up to date and

precise data entry, cash handling, system maintenance, processes, policy and documentation.

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