Operations Management Couple

Pinnacle Travel Group (PTG) is seeking the services of a full time suitably skilled Management Couple to oversee Quokka Coaches Operation & Service Expansions on Rottnest Island.

**About the Company/s**:
A fully integrated Western Australian family-owned company, PINNACLE TRAVEL GROUP focuses on providing excellence in transportation services across land and sea. We believe in safe and timely transport aiming to provide the best possible passenger experience. PINNACLE TRAVEL GROUP (PTG) includes Rottnest Fast Ferries, Pinnacles Coachlines, Australian Pinnacle Tours, Explore Tours Perth, Quokka Coaches, Whale Watching Perth, Integrity Coachlines and Westside Tours.

**The Role**:
Living rent-free on the Beautiful Rottnest Island, The Management Couple will be the face of the company representing Quokka Coaches and responsible for overseeing the daily operations and service delivery of our tours & transport services carrying thousands of tourists each year.

Leading our team of experienced drivers, you will facilitate the smooth operation of our growing travel & tourism demands through optimum scheduling, fleet management, planning and employee co-ordination. This role demands positive leadership with a strong focus on safety, healthy workplace culture, and customer satisfaction.

**Responsibilities**:
**Delivery of a Safe Working Environment**:

- Duty of care responsibility in relation to Health and Safety of all employees, customers, visitors & contractors engaging with the company on Rottnest Island
- Working safely and not affecting the safety and health of others
- Participate in incident investigations as required.
- Working with the People and Safety Officer to conduct routine safety inspections of work areas to assess their compliance with WHS legislation and industry standards and to ensure the safety of people engaged in business operations.
- Ensuring that chemicals used at the premises are stored, handled and used according to Australian Standards and company policies and procedures designed in line with WHS Act and Regulations.
- Reporting and processing records of Incidents, accidents, complaints, and damage control (vehicles related)

**Strive for Operational Excellence**:

- Actively encourage a supportive, positive & healthy work culture throughout the business.
- Manage the Quokka Coaches drivers and kiosk staff on Rottnest Island.
- Co-ordinate training and development of new and existing employees.
- Managing the operational service delivery of the business with our aim to deliver the experience you come back for.
- Report to the Group Operations Manager on all matters related to Rottnest Island operations.
- Manage the rostering of all Quokka Coaches employees in conjunction with the Pinnacle Travel Group operations team.
- Ensuring that all operational procedures are carried out in accordance with company standards and with the Department of Transport Omnibus Operator Standards Scheme.
- Supporting the Sales and Marketing functions of Pinnacle Travel Group to action tasks relating to those areas.
- Working with the Malaga Workshop Manager and Mechanics to maintain the presentation and reliability of the Rottnest Island bus fleet.
- Monitoring daily reporting of revenue and work with the Pinnacle Travel Group accounts function to maintain accurate and timely records.
- Ensure vehicle allocation is maximized and resources achieve maximum utilization.

**Customer Service Delivery**:

- Responsible for maintaining high levels of customer service for Quokka Coaches.
- Identification of any opportunities or initiatives that will enhance the customer experience and add value to the business.
- Complaint resolution and investigation
- Liaising with clients to ensure their requirements and expectations are fulfilled.
- Working with various departments in the group to refine existing products and develop new ones.

**Company Representation**:

- Represent Quokka Coaches on the Island, Creating a network and building relationships with employees of the Rottnest Island Authority (RIA) and other businesses that operate on or to the Island.
- Responsible for ensuring company offices, buildings & depot grounds are well maintained and presentable at all times
- Project Manage the installation and setup and ongoing operation of a new hospitality Kiosk on the Island.
- Liaising with clients to ensure their requirements and expectations are fulfilled.

**Skills & Qualifications**:

- Senior level Management and Leadership experience.
- Project Management experience.
- MR driving licence (or willing to obtain).
- Light or Heavy Vehicle Mechanical experience preferred.
- Hospitality, travel and tourism management experience within a similar operation (caravan or holiday parks highly regarded)
- Strong written and verbal communication skills.
- Outstanding organisational skills and attention to detail
- Being a team player with excellent coaching and communication skills and the ability to influence a diver