Casual Tourism Support Officer

Schedule 2 - Position Description

Position: Tourism Support Officer

Incumbent: Vacant

Position Number: 8037

Directorate: Community Services

Team: Tourism

Position Status: Casual

Classification: Queensland Local Government Industry Award (Stream A)

Level: 2

Primary Location: Longreach and Ilfracombe

Revised: September 2025

Our Vision

Connecting Council and Community

Our Mission

Delivering Excellent Services

Our Values

1. A Safe and Healthy Work Environment

1. Inclusiveness and Respect

2. Consistency and Fairness

3. Teamwork and Staff Development

4. Performance and Value for Money

5. Leadership and Collaboration

6. Sustainability

7. Forward-looking

Position Objective

The primary objective of this casual position is to provide a high standard of friendly, efficient, and accurate

information and customer service to visitors and locals across the Visitor Information Centre (VIC), the Powerhouse

Museum, and the Ilfracombe Post Office, Library and Community Hub. The role supports tourism, community

engagement, and day-to-day operations in a flexible, multi-location capacity.

Position Responsibilities

Functional Areas Key Accountabilities

Customer Service &

Communication

• Provide quality customer service to visitors and local people in a

courteous and professional manner, through a variety of methods

including face-to-face, email and telephone.

• Liaise as required with staff from other departments to gain information

and to resolve customer issues.

• Review and consider customer service trends and assist with proactive

strategies to ensure best practice customer service.

• Establish networks, develop relationships and liaise with relevant

groups, departments and individuals through the Customer Service

role at the Visitor Information Centre.

• Assist with document mail outs including emails, over-the-counter

enquiries etc.

Tourism Promotion &

Visitor Engagement

• Promote tourism of the region and identify the tourism needs of visitors

to the Longreach region area and communicate the needs to your

accountable supervisor.

• Support the Visitor Information Centre to achieve the relevant

accreditation requirements.

• Ensure current promotional information is maintained and distributed

accordingly.

• Maintain tourist statistics and report on as required.

Facility & Event Support
• Ensure that the VIC is maintained and presented in a way that meets

the expected standard of Council.

• Assist with town-related event duties as required.

Sales & Administration
• Process and receipt all merchandise sales and reconcile on a daily

basis.

Postal Service Duties
• Facilitate a range of postal services including mail handling, parcel

dispatch, and receipt, selling and providing information on postal

products and services. Ensure efficient and accurate processing of all

postal transactions.

• Accurate processing of daily cash transactions and banking, including

banking/cash balance reports and stock balance reporting for both

Australia Post financial system and Council's financial systems.

• Arrange the purchase and sale of Australia Post retail products, as per

Council procurement policies and procedures.

• Perform routine administrative tasks including data entry, record

keeping, photocopying, shredding and reporting.

• Work closely with other team members and departments to ensure a

seamless customer service experience.

• Participate in training sessions and team members to stay informed

about new products, services and procedures.

Ilfracombe Library Services
• Provide assistance with locating books, media, and other resources

within the library. Assist with borrowing and returning items, managing

memberships, and answering enquiries related to library services.

• conduct regular inventory checks and participate in library events and

programs to promote literacy and community engagement.

• Ensure the library environment is welcoming and conducive to reading

and learning. Organize and maintain the library collection, ensuring that

materials are easily accessible and properly cataloged.

• Oversee IT equipment that is available for customer use, including

computers and Wi-Fi access points. Troubleshoot and resolve any

issues that arise. Escalate issues to IT Helpdesk as required.

Other Duties
• Other such relevant duties as required from time to time which would

generally fall within the scope of this position as directed by your

accountable supervisor or the Chief Executive Officer.

Key Relationships

Supervisor Tourism Coordinator The Tourism Support Officer will have an effective

relationship with the Tourism Coordinator and is

responsive to their requests.

Works with -Internally Tourism team The Tourism Support Officer will have a positive

relationship with their colleagues, which involves

active collaboration, sharing ideas and working

together to create a conductive environment.

Works with - externally Customers, tourists,

members of the

community and other

stakeholders

The Tourism Support Officer will have an

approachable, attentive, respectful relationship

with customers, tourists, members of the

community and other stakeholders.

Extent of Authority

This position operates under regular direction with the freedom to act within defined and established guidelines.

Solutions to problems may require the exercise of limited judgement, with guidance to be found in procedures

and guidelines. Assistance is available when problems occur.

Position Requirements

Personal Attributes

• Able to demonstrate a commitment to Council's core values through personal action.
• Able to gain respect and create good working relationships with internal and external stakeholders.
• Able to work within established guidelines and procedures, within a team environment.
• Good attention to detail and a commitment to high quality work.
• Ability to work cooperatively as a team member whilst being enthusiastic and self-motivated.
• Ability to gain respect and create good working relationships across all levels of Council.

Skills

• Exceptional verbal communication skills with the ability to deal with all levels of customers.

• Basic written communication skills.
• Time management, organisation, and planning skills with an ability to prioritise and manage own time and

meet critical timeframes.

Knowledge

• A thorough understanding of how to maintain a safe working environment.

• Demonstrated knowledge of customer service principles.
• Demonstrated understanding of museum and tourism operations.
• Demonstrated knowledge of regional tourism attractions and places of interest, accommodation and local

history.

• Understanding of basic computing concepts, particularly in the use of Microsoft software packages.

Essential Experience/Qualifications

• Current unrestricted "C" Class Drivers Licence.

Desirable Experience/Qualifications

• Experience in customer service, specifically in the tourism field.

• Certificate III in Tourism, or recognised industry equivalent experience.
• Current First Aid and CPR certification.

Delegations and Authorisations

NIL

Inherent Requirements

These are the essential requirements of this position:

• This role will be subject to work related contact outside of normal business hours.

Workplace Health and Safety Obligations

All employees have a legal obligation to comply with regulatory requirements and LRC– SMS (Longreach Regional

Council's - Safety Management System) incorporating WH&S policies, procedures and work instructions. These

are introduced to ensure the health and safety of employees, contractors, visitors, volunteers, the public and the

environment and remain compliant with Industry Benchmark Standards.

The following statements apply to all employees, including permanent, part-time and casual employees.

Your responsibilities include:

1. To comply with instructions given for WH&S at a workplace by the employer;

2. Comply with the Health and safety duties and Duty of Care requirements as specified within the Work

Health and Safety Act 2011 Part 2.

1. Timely reporting all accidents, incidents minor injuries, near misses and property damage (within 24 hours

of the event) and assisting, if required, with the investigation of all incidents in the workplace;

1. For a worker to use the PPE (Personal Protective Equipment) provided by the employer after proper

instruction in its use;

1. Not to wilfully or recklessly interfere with or misuse anything provided for WH&S at the workplace;

2. Not to wilfully place at risk the WH&S of any persons at the workplace including yourself;

3. Adhere to the LRC–SMS by remaining compliant to Council's WH&S Management Plan and completing

relevant Monthly Action Plan items;

1. Performing all work and associated functions in a safe, efficient and effective manner;

2. Complying with all documented WH&S policies, procedures, work instruction and verbal instructions issued

by the organisation or its officers;

1. Provide advice to ensuring risk assessments are conducted and recorded for all identified hazards, or prior

to the implementation of new work practices, hazardous substances, or plant. Also, as required, assisting

or participating in the carrying out of risk assessments on identified hazards;

1. Identifying hazards, conducting risk assessments, and implementing corrective action to eliminate hazards

where possible and / or control risks in the workplace;

1. To report hazards and risks in accordance with WH&S procedures;

2. Establishing and maintaining a high standard of housekeeping within your individual work area(s) and

generally within the Longreach Regional Council's area of responsibility;

1. Attending any toolbox, team talks or specific training (e.g. Take 5s etc.) as supplied and required by

Longreach Regional Council;

1. Being familiar with the location of first aid treatment centres, fire protection facilities and evacuation

procedures;

1. Report any concerns for WH&S to your Supervisor.