Visitor Services Tours Administration Officer

4 days ago

Campbell, Australia Australian War Memorial Full time

Non-ongoing - Full Time - APS4
- $71,560 - $78,001
- Campbell, ACT

**The Role**

The Visitor Services Tours Administration Officer (VSTAO) is required to contribute and communicate effectively within a large and diverse team including volunteers, colleagues and external stakeholders alike. Under guidance from the Visitor Services Senior Administration Officer (VSSAO), the VSTAO will have a shared responsibility for the ongoing administration of the Memorial’s tour bookings calendar and Management System, coordinating all aspects of tour requests from point of enquiry (this includes travel trade) through to delivery. With this noted, the VSTAO assists the VSSAO with the coordination and rostering of up to 100 tour guides. The voluntary tour guides contribute to the Memorial’s public programs across a 7-day week, primarily through the delivery of free and paid guided tours.

The VSTAO will have an excellent work and customer service ethic. This includes comprehensive judgment and problem solving skills, and the ability to foster strong professional relationships. This position is also responsible for the compilation of monthly, quarterly and annual tour statistics, plus achieving annual tour budget targets.

The VSTAO must also have the willingness and aptitude to learn key aspects of both the VSSAO role (to assist in peak visitation periods) and the Memorial’s paid tour program as the model grows and evolves.

This position will be filled up until the 31 December 2025.

**Core Responsibilities**

Under general direction and working within established frameworks, the VSTAO is responsible for:

- Providing a wide range of administration and office support including, but not limited to, account processing, drafting correspondence, compiling reports, calendar management and scheduling meetings
- Administration of Memorial public programs, primarily through the provision of free and paid tours, including the coordination of tour guides to facilitate
- Providing efficient and responsive communications to internal and external stakeholders ensuring concise, polite and professional standards that build and maintain strong working relationships
- Effective issues management and planning to contribute to business objectives as they relate to free and paid tours
- Ensuring constructive planning or negotiating workable alternates when scheduling conflicts impact Memorial objectives
- Contributing to the CVE section as well as the wider Memorial by providing information and advice regarding tours
- Utilising internal systems such as SharePoint (Content Management System) for data entry and record maintenance, and a Customer Relationship Management System to organise and track tour bookings, and tour guide/tour coordination
- Exercising judgement in accordance with the parameters of the role

**Contact Information**:

- For specific questions relating to this job vacancy, please contact: Gerard Pratt, (02) 6243 4343

**Closing Date**:
Applications close at 11:30pm, Wednesday, 1 January 2025
For more details about the position and how to apply, please view the information pack.

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