Visitor Services Officer

Visitor Services Officer| The Barossa Council Page **1**of **5**

Position Description

**Department**:
**Current Occupant**:
**This Position Reports To**:
**Reporting To This Position**:
**Location**:
**Date Last Reviewed**:
**Approved by**:
**Visitor Services Officer**

In line with General Officer Level 2

Visitor Economy and Events

Vacant

Team Leader Visitor Services

None

Barossa Visitor Centre, Tanunda

January 2025

Director Corporate Services, Strategy and Innovation

**Corporate Objectives**

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

2024 - 2044 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:
Our Environment

Our Council

Our Economy

Our Community

Our Places

**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.

**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 Team Leader, 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 Team Leader Visitor 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.**
- Provide support and visitor insights to the Visitor Economy & Events team, including assisting with

event delivery as required.**

**Administration**
- Supporting the Team Leader in coordinating volunteer activities and related administrative tasks to

enhance volunteer team efficiency and