Position Number: TBC
Directorate & Branch: CCS
Service: Visitor Economy
Location: VIC
Date Created/Updated Nov/25
Position Classification: Band 4
POSITION PURPOSE/OBJECTIVE
To champion destination stewardship across the Blue Mountains by providing a
high-quality visitor experience that support visitors, prospective visitors, local
businesses, and the community in connecting authentically with the region.
Through education and engagement inspire visitors and residents to value,
protect, and responsibly enjoy the region, helping to sustain a thriving,
sustainability-focused visitor economy.
To ensure the long-term commercial viability of the Blue Mountains Visitor
Information Centres, to proactively grow revenue through targeted retail, booking
services, and experience-based offerings that enhance both visitor satisfaction
and regional prosperity.
RELATIONSHIPS
Reports to: Position Title Team Leader Visitor Information Centre
Reports to: Position Number
Staff Responsibility: None
Key Internal Relationships: Visitor Economy Team, Place Team, Economic
Development Team and all BMCC Staff
Key External Relationships: BMT, Visitor businesses, Suppliers, Visitors and Local
Community
KEY RESPONSIBILITIES
Provide accurate information to visitors across all communication channels,
ensuring duty-of-care obligations are met.
Stay up to date with current tourism, NPWS, and destination stewardship
information.
Accurately and efficiently process retail and ticketing transactions using POS
registers (Envibe), EFTPOS and credit card systems, and online sales
platforms.
Assist the team leader to ensure accurate balancing and reconciliation of daily
takings and reporting requirements.
Maintain retail and information displays to maximise sales and enhance the
overall appearance and presentation of the Centre
Assist the team leader in stock control, stock replenishment, ordering stock,
receiving stock, processing invoices, and stocktaking.
Strengthen the commercial viability of the Centre by driving growth in retail,
parking, packages, and ticket sales, and by increasing the conversion of
visitor enquiries into bookings and purchases.
Lead tour groups and outdoor ambassador duties, ensuring accurate tour
information and WHS standards are met
Process ticket sales and assist to ensure the smooth running of ticketed events
Assist with routine cleaning duties as required to ensure the general upkeep
of the centre and the stock.
Any other 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
Incumbent is required to receive, interpret and understand needs of clients and to
provide information on most appropriate services to meet these needs. Incumbents
must be able to communicate in a friendly confident and professional manner to
external members of the public, members, other industry bodies and internal clients
within VICs, Destination Stewardship, BMT and Council.
JUDGEMENT & PROBLEM SOLVING
Incumbents will be required to assess the needs of clients and match appropriate
visitor product to meet those needs. Incumbents will need to be familiar with
membership structure of Blue Mountains Tourism and goals of organisation as well as
goals of Destination Stewardship and the Blue Mountains Destination Management
Plan and Blue Mountains City Council.
Incumbent will need to be able to handle difficult clients and solve problems quickly
and efficiently as they arise. Incumbent will be required to work within a small team
and in an often stressful environment and be very team and customer focused.
AUTHORITY
Incumbents may be required to perform supervisory duties from time to
time dependent on roster requirements as Supervisor of the day.
Incumbent will need to take a 'big picture' approach when acting as supervisor and
provide feedback to the Visitor Experience Coordinator.
SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES
Essential
Proven and highly developed communication and interpersonal skills
Demonstrated experience and commitment to customer service.
Demonstrated strong local knowledge of appropriate Blue Mountains offerings
Ability to meet sales targets
Ability to work under pressure, be adaptable to change, manage multiple
tasks and prioritise workloads.
Proven experience using POS cash registers, cash handling and EFTPOS
facilities.
Proven experience selling tickets and promoting events
Proven comprehensive knowledge and experience in a wide range of
software including Microsoft Office.
Knowledge of and commitment to WHS, Diversity and Inclusion, and Equal
Employment Opportunity principles.
Previous experience in tour guiding, customer experience, tourism industry or
retail sales environment with the ability to convert enquiries to sales or
bookings.
Required Qualifications
Desirable
First Aid Certificate
Certificate in tourism, guiding, customer service, or other relevant tertiary
education.
Knowledge of the tourism industry
Fluent language skills.
Conditions of Employment
Must be prepared to work at any BMCC branch office location including indoor and
outdoor work
Must be available to work seven days of the week, including public holidays
on a roster system.