Team Leader Visitor Centre

Centre

Position Number: TBA

Directorate: CCS

Service: Arts & Culture

Location: Cultural Centre, Katoomba

Position

Classification:

Date

Created/Updated

POSITION PURPOSE/OBJECTIVE

This position will lead the Front of House Team at the Blue Mountains Cultural Centre

providing clear communication, excellent customer service and rostering to ensure service

needs are met 7-days a week. A key focus of the role will be the integration of Visitor

Information services into the Cultural Centre to enhance the visitor experience of those

visiting both the Cultural Centre, and the Blue Mountains.

RELATIONSHIPS

Reports to (Position Title): Promotions and Marketing Coorinator

Report to (Position Number): P00794

Staff Responsibility: Cultural Centre Front of House team

Key Internal Relationships: All staff within Arts and Culture Service, BMCC

Staff

Key External Relationships: Customers and visitors to the Cultural Centre,

tourism clients and other tourism providers, retail

suppliers and local artisans.

KEY RESPONSIBILITIES

• Oversee rostering of the Cultural Centre Reception desk ensuring adequate coverage

for the 7 days a week roster, including working several shifts each week (minimum of

18 hours)

• Provide high-level customer service, address visitor inquiries promptly, and set

standards for team interactions with patrons

• Help maintain AVIC Accreditation standards and ensure compliance with required

procedures.

• Lead the Front of House team by ensuring communication and processes are clear,

and customer service standards are met.

• Work with the Front of House team in coordinating stock control, replenishment,

ordering, processing invoices, and regular stocktaking.

• Assist the Promotions and Marketing Coordinator in the delivery of the InSight

Membership program

• Build connections with local tourism providers and agencies to deliver high quality

tourist information to visitors

• Maintain and enhance retail and information displays to maximise sales and ensure

the Centre's appearance meets high standards.

• Accurately balance and reconcile daily takings, handle cash, coordinate change

orders, and generate sales reports.

• Possess technical skills required to help resolve issues and support the use of

computer systems and digital technologies.

• Perform opening/closing procedures, monitor surveillance systems, report incidents,

and assist with general cleaning of front counter and shop.

• Take bookings, process payments for public programs, and contribute to stock

selection, merchandising, and promotions.

• Take an interest in upcoming exhibitions and public programs at the Cultural Centre

to ensure customer enquiries can be answered efficiently

Be available for other administrative duties as required

Guiding Principles

• We act as one organisation responding to the changing needs of our LGA and

community

• We are strategy led, driven by our Community Strategic Plan with clear priorities and

focus

• We are service focused & we continuously improve service provision and provide

excellent customer service

• We collaborate and work together to achieve our outcomes

• We ensure safety and well-being is at the centre of our organisation, operations and

culture

• We are a financially sustainable organisation, living within our means, ensuring best

value resource allocation

These Guidelines complement the Council's adopted Values of: Work Together; Work

Safe Home safe; Service Excellence; Value for Money; Trust and Respect; and,

Supporting Community.

Workplace Health & Safety

Ensure compliance with WHS obligations and responsibilities as outlined in Councils

policies and procedures and under the relevant WHS legislation. These include but are

not limited to: identifying potentially unsafe situations or work practices and notifying your

Supervisor or Manager (or the Health, Safety Manager/Area Safety Representative);

never performing a task that you believe is dangerous or for which you do not have the

experience, or have not received appropriate instructions and training or where the correct

equipment to carry out the task safely is not available; always work in a safe manner and

in accordance with safety instructions, where applicable; use the work equipment supplied

for the job, in accordance with the manufacturer's instructions), and any personal

protective equipment, which the Council deems necessary and has provided; be safety

aware and report any actions to your line manager which will assist the Council to meet

its legal workplace health and safety obligations.

You have the right to cease or direct cessation of unsafe work. In addition, you are required

at all times to comply with Councils Asbestos Management Plan and Policy.

COMMUNICATION

The incumbent is responsible for understanding and interpreting client needs, providing

relevant information about services, and offering a high level of customer service to both

internal and external clients. This includes communicating professionally and confidently

with the public, InSight Members, industry bodies, and colleagues within various

departments. The role requires strong written communication skills, as well as the ability

to encourage sales in a retail environment. The jobholder must handle customer inquiries

from diverse backgrounds, resolve routine service issues, and refer complex or sensitive

matters to appropriate personnel. Collaboration with co-workers to ensure smooth

workflow is essential, and effective communication is needed for explaining situations,

advising, selling, and negotiating. The role also involves regular interaction with external

stakeholders such as commercial representatives, community organisations, other

tourism operators, local businesses, and council employees.

JUDGEMENT & PROBLEM SOLVING

Incumbents will be responsible for assessing customer needs and matching the most

suitable products or services, requiring a good understanding of the organisation's

structure, goals, and broader Council objectives. The role calls for strong customer service

and problem-solving skills, with the ability to manage difficult situations, resolve issues

efficiently, and contribute to improvements in existing processes. Working within a small

team in a sometimes high-pressure environment, incumbents must remain highly team-

and customer-focused.

AUTHORITY

• As the Team Leader, the successful canidiate will be required to perform supervisory

duties and oversee the roster to ensure the counter is sufficiently staffed 7-days a

week.

• To query: Financial delegation to approve retail invoices, in consulation with

Promotions and Marketing Coordinator.

SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES

• Demonstratable previous experience in leading a team and rostering staff

• Proven experience in retail or customer service in a tourism-related field

• Highly developed communication and interpersonal skills, with the ability to relate

effectively to diverse customers and stakeholders.

• Demonstrated computer proficiency, including MS Office, databases, POS/ticketing

systems, cash registers, and EFTPOS.

• Experience in cash handling, daily sales reconciliation, and stock management

(merchandising, display, and sales).

• Well-developed organisational skills with the ability to prioritise tasks, meet deadlines,

and work under pressure in a busy environment.

• Ability to work independently and collaboratively within a small team, across a 7-day

roster system.

• Knowledge of the Blue Mountains region, including attractions, accommodation,

bushwalks, history, local artisans, and geography.

Desirable Skills and Knowledge

• Qualifications in Visitor Information Services, Retail, Tourism or Marketing

• Current Driver's License

• Current First Aid Certificate.

• Availability to work after-hours functions when required.