Assistant Manager

About the Great Ocean Road Coast and Parks Authority

The Great Ocean Road Coast and Parks Authority (the Authority) was established on 1 December 2020 to deliver better protection and management of the iconic coast and parks of Victoria's Great Ocean Road.

In partnership with Traditional Owners, our role is to manage, protect, rehabilitate and foster resilience of the natural, cultural and heritage values of coastal Crown land and marine waters along the Great Ocean Road.

As a public land manager for the Great Ocean Road coast and parks, we manage a wide variety of public land from National Parks to coastal beaches to town foreshores. We also lead visitation policy and planning for the scenic landscapes along the Great Ocean Road to manage visitation and provide a great visitor experience.

All revenue raised through our commercial endeavours is reinvested into the coast to ensure the Great Ocean Road region can be enjoyed now and for generations to come.

Our ten self-managed Caravan Parks and Cape Otway Lightstation generate the majority of the Authority's revenue. We are the single largest accommodation provider on the Great Ocean Road with over 800,000 visitor nights annually. Situated adjacent to some of the most spectacular beaches on the coast, our caravan parks offer a range of accommodation options for families, tourists, students and visitors.

Purpose of the position:

The position of Assistant Manager is principally to assist the site Manager with the day-to-day operations and management of the site. The Assistant Manager works under the supervision of the site Manager and implements their directions. When the Manager is on site, the Assistant Manager may perform operational requirements and be asked to assist with site maintenance, dealing with any customer issues or enquiries that may arise. In the absence of the site Manager (annual leave, rostered days off), the Assistant Manager shall act on their behalf and assume responsibility for the daily operational management of the site, deployment of staff, and customer service delivery and will perform any other tasks delegated by the site Manager.

Primary Responsibilities:

• Deliver a high-quality tourism service.
• Deal with issues relating to any group bookings or activities.
• Assist in delivering facilities maintenance and improvements.
• Schedule and carry out regular inspections of grounds, infrastructure and buildings.
• Ensure service and maintenance schedules are adhered to.
• Lead compliance to ensure service requirements and a safe workplace is maintained.
• Support the Accommodation Services Manager and/or wider Authority management team in the completion of administrative tasks in the absence of the Manager.
• Take a professional and proactive approach to leadership and the operation of the site.
• Update and maintain knowledge of the site history and relevant topics of interest to the site, local area and Great Ocean Road.
• People supervision and leadership with responsibility of mentoring direct reports and leading by example.
• Implement and adhere to relevant Authority systems and processes.
• Liaise with the Manager and/or Accommodation Services Manager to deal with arising issues in an expeditious time frame.
• Participate in maintaining a child safe culture at the Authority. Understand your role in preventing, detecting, responding and reporting any child safety concerns to the relevant authorities.
• Conduct various administrative duties, including bookings and ticketing, communicating with guests (e.g., phone, email, in-person), filing and record keeping.
• Assist the Manager with the staff rosters, supply purchases, report generation or other duties to effectively operate the site.
• Work effectively and productively with staff, contractors, suppliers and consultants.
• Assist with the training and induction to staff.
• Work collaboratively within the team and assist staff with their duties.
• Provide a high standard of customer service, including dealing with complaints and managing difficult customer issues and situations.
• Respond to and assist with emergency calls and incidents, including on-call responsibilities.
• Support a strong financial site performance, including maximising revenue and minimising expenses.
• Ensure site security is maintained and report any suspicious activities to Management.
• Assist with the implementation of capital works, infrastructure improvements, upgrades and repairs.

Qualifications and Experience:

• Relevant qualification in tourism, hospitality, facilities management or similar field or study.
• Minimum of three years demonstrated experience in similar role within local government, regional tourism, land management or private industry.
• Experience in coordinating and/or supervising a team, working across a range of rosters and shifts.
• Demonstrated experience and commitment to providing a high level of customer service, including experience successfully resolving customer issues and complaints
• Experience utilising the RMS accommodation management booking software.
• Demonstrable experience with managing budgets and other business financially critical elements.
• Demonstrable experience with operations management and the associated maintenance and scheduling of projects.
• Experience in managing health and safety and identification of potential hazards.
• Current First Aid Qualification
• Chief Fire Warden

Knowledge and skills:

• Advanced computer skills using Microsoft, including the operation of a Building Management System.
• Excellent communication skills, including an ability to communicate with people from a broad range of backgrounds.
• Proven ability to work effectively independently and as part of a team.
• Knowledge of occupational health and safety processes and procedures.

Applications require:

• A current resume
• Cover Letter in response to key selection criteria.

To learn more about this position, please visit: Work with us Great Ocean Road Coast and Parks Authority to obtain a copy of the Position Description.

- - - Applications for this position close at 9am on Friday, 6 June

Everyone is welcome at the Authority:

Here at the Great Ocean Road Coast and Parks Authority we are committed to creating a workforce that is diverse and is inclusive of all. We value and embrace the various experiences and perspectives people may have, regardless of age, gender, ethnicity, religion, cultural background, disability, or sexual orientation.