About The Great Ocean Road Coast And Parks Authority
The Great Ocean Road Coast and Parks Authority was established 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 endeavors is reinvested into the coast to ensure the Great Ocean Road region can be enjoyed now and for future generations.
Accommodation Services Team
We are the 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, we offer a range of accommodation options for families, tourists, students, and visitors.
Purpose of the Position
The Senior Customer Service Officer is accountable for delivering excellent service and ensuring customer satisfaction, including understanding and fulfilling customer needs and guest requirements.
Key Responsibilities
1. Receiving and making booking reservations using the Rooms Management System (RMS) software via phone, online, and in person.
2. Providing face-to-face customer liaison at the Parks, including offering information, resolving complaints, handling cash, receiving maintenance requests, and other customer interactions.
3. Managing customer correspondence and inquiries via email and phone.
4. Handling cash transactions and preparing reports for daily banking.
5. Advising management of customer issues promptly and in the format specified by Park Managers to ensure efficient communication.
6. Providing friendly, efficient, and empathetic customer service.
7. Handling cash sales for kiosk items, souvenirs, tour bookings, or other transactions as required.
Qualifications and Experience
* A trade certificate or diploma relevant to Hospitality or Tourism.
* Team supervision experience and leadership qualities are desirable.
* Experience with RMS booking software is highly valued.
* Proven administrative skills and extensive customer service experience in hospitality or retail environments involving front-of-house duties are essential.
Knowledge and Skills
* Excellent verbal and written communication skills across diverse backgrounds.
* Ability to work effectively both independently and as part of a small team.
* Proactive problem-solving skills.
* High-level administrative skills with effective time management and organizational abilities.
Additional Details
* This is a mid-senior level position within the Authority.
* The employment type is full-time.
* The job function is Other, and the industry is Government Administration.