Job & Person Specification

Transcription

1 Job & Person Specification Job Title Team Leader: Visitor Operations Primary Location Monarto Division/Department Business Operations / Visitor Experience Uniform Required Classification Employee Level 6 Remuneration Commences Band B Level 4 to Band B Level 8, dependent upon qualifications, skills and experience. Special Conditions As per RZSSA Collective Agreement, plus; May be required to work at any Zoos SA location. Required to work a 7 day roster (as per contract) Required to obtain and provide a National Police Certificate Requested to obtain and maintain recommended Immunisations Required to retain relevant licences, qualifications and/or accreditations A 6 month probationary period applies to all roles. Duties are performed under general direction moving to broad direction dependent upon experience. Will be required to work evenings, weekends or public holidays, for which applicable penalties apply or Time Off in Lieu as negotiated. Summary of Role This position is responsible for the co-ordination, monitoring and management of the Monarto Zoo visitor operations including zoo admissions and bus operations. This position is responsible for the development and implementation of departmental operating policies and procedures for areas of responsibility including various site audits. This role plays a key role in assisting the Events Coordinator in the delivery of ensuring smooth running of events and activities. The position liaises with all Zoo staff, volunteers, contractors, lease holders and tourism operators. Supervision of the visitor services team in the absence of the Team Leader Visitor Experience (MZ) will be required. Career Progression (dependent upon experience, qualification and performance) Progression will be in line with career progression within Schedule 6 of the Collective Agreement. To be awarded Band B Level 12, if undertaking the requirement of performing Duty Manager. Zoos SA Core Values Passion: We inspire and influence through our valuable conservation efforts and recognise success. Effectiveness: We focus on clearly defined shared goals and support people to achieve them. Innovation: We seek creative ways to achieve goals and promote a culture of learning and improving. Integrity: We are guided by our values and deliver on our promises. Respect: We respect individual s values and encourage a culture of collaboration, listening and trust.

2 Reporting Lines Chief Executive Director Business Operations General Manager Strategic Visitor Experience Visitor Experience Manager Team Leader Visitor Operations Mz Team Leader Visitor Experience Mz Admininstration Officer Tour Coordinator Gate Keeper Tour Host / Drivers

3 Skills and Administration: Undertake specialist administrative tasks and maintain all required records to an acceptable standard. Ensure timesheets and associated forms are completed to required standards. Knowledge of relevant Standard Operating Procedures (SOPs) Policy and Procedure and the Collective Agreement. Maintain a working knowledge of Organisations Strategic Plan, including the application of Vision, Mission, Values and Goals. Prepare reports and recommendations to present to line managers and management. Participate in committee work and meetings as required. Ensure compliance with relevant legislation and codes of practice. Assist in the development, review and implementation of management policies. Raise Departmental Works Requests. Create documentation and reference material to ensure consistent service provision by staff and to visitors. Facilitate site audits as required. Check records and diaries for accuracy and ensure duties are performed to the required standards. Liaise with relevant Departments in regards to marketing, website updates and signage requirements. Provide support to the Visitor Experience Manager as required and in their absence. In the absence of the Team Leader Visitor Experience (Mz) undertake duties to support the Visitor Experience Team. Records assessed by Line Manager for accuracy and content. Knowledge of SOPs and working in line with these. Feedback on these and proactive suggestions for change as required. Depth of knowledge of Organisational Strategic Plan and the application of our Vision, Mission, Values and Goals. Working knowledge of the Collective Agreement and manage basic enquiries from teams. Participation in projects and specialist duties and demonstrate a broader understanding of the Society and Conservation practices and principles. Production of timely reports to the required standard. Detailed knowledge and awareness of service requirements and standards. Internal and external customer feedback. Education, Media & Public Relations Interact informally with the public on an ad hoc basis providing directions and information on Zoo activities, exhibits, facilities and animals. Highlight any potential media stories to line manager Assist with public relations activities as required Liaise with Society staff, volunteers and external operators. Public feedback from interactions, questionnaires, letters submitted, assessment by Supervisors /specialists and mystery shopper feedback. Finance Oversee the management of cash handling and control procedures at Monarto Zoo including accurate and timely record keeping and safe management. Assist with the management of cash control procedures in Visitor Centre and Gatehouse, including safe management. Manage salaries and wages budget allocations and support Visitor Experience Manager to manage budgets for area of responsibility. Contribute to monthly financial and statistical reporting.

4 Audit of all monies on regular basis including main float, cash draws and donation money. Evidence of working within wages budget. Work in conjunction with Finance Department to ensure all criteria are met. Accuracy of reports provided Visitor Operations Maintain high standards of customer service within areas of responsibility. Oversee and perform daily visitor operational requirements including zoo admissions and operations to manage visitors, including bus requirements, staffing and rostering. Develop and ensure delivery of quality visitor operations across areas of responsibility. Evaluate visitor operations and contribute ideas to improve services. Assist in the development of specialist tours and programs to enhance the visitor experience at Monarto Zoo. Liaise with relevant Departments in regard to marketing, website updates & signage requirements. Contribute to development and implementation of events and school holiday programs, activities and trails. Contribute to development and delivery of quality visitor operations including SOP s, policies and procedures for areas of responsibility to ensure staff and visitor safety and to improve efficiency. Develop manuals and reference materials for the efficient operation of areas of responsibilities. Assist in creating, recommending, implementing and selling tour packages. Create and maintain documentation and reference material to ensure consistent services for visitors. Assist Tourism Manager with managing day-to-day activities of tourism operators. Work closely with various departments to ensure a productive team environment. Actively promote all sites through up-selling of products/experiences and events. Research and evaluate visitor operations and make recommendations to management for continuous service improvement Oversee activities of the Tour Hosts/Drivers and Tour Co-ordinators in the absence of the Team Leader Visitor Experience Mz. Assist Team Leader Visitor Experience Mz in coordination of function experiences with the Animal Management team and Volunteer Programs Manager. In conjunction with the Volunteer Programs Manager & Volunteer Programs Coordinator, provide assistance to the Volunteers including: - Volunteer database management - Onsite contact for Volunteers - Establish and maintain site specific volunteer policies and procedures. Sound coordination of visitor operations, including day to day and special events. Actively involved in providing constructive feedback to assist in the management of the Visitor Operations team and the achievement of our Conservation aims and objectives. Visitor and management feedback and evaluation of visitor operations standards and performance. Evidence of best practice and continuous improvement across Monarto Zoo visitor operations. Internal and external customer service feedback. Maintain high standards of record keeping and reference materials. Knowledge, development, and successful implementation, of SOPs and working in line with these. Feedback on these and proactive suggestions for change as required. Detailed knowledge and awareness of visitor operation requirements and standards. Participation in projects and specialist duties and demonstrate a broad understand of the Society and Conservation practices and principles. Able to provide advice and guidance to coworkers and volunteers. Producing timely reports to the required standard. People Management Assist with providing guidance to Zoo staff, volunteers and work experience students. Manage the work group:- - set goals, objectives and standards for the group s performance.

5 - schedule and hold regular team meetings. - monitor work performance and performance related issues. - ensure awareness of and adherence to organizational Standard Operating Procedures.(SOPs) Policy and Procedures.. - absence management. - oversee rosters and work allocation. - deal with day-to-day staffing and volunteer issues. In conjunction with the Visitor Experience Manager, oversee the training and development of staff:- - identification of training needs. - development of training schedules. - implementation of training programmes. - monitoring and review of training programmes. Provide guidance to Visitor Experience staff in the absence of the Team Leader Visitor Experience (MZ) In conjunction with the Volunteer Programs Manager & Volunteer Programs Coordinator, provide assistance to the Volunteers including onsite contact for volunteers and periodic rostering. Assist and advise co-workers in a constructive and positive manner. Mentoring new employees and those who require assistance or advice. Maintain leave balances and sickness absences within acceptable levels. Actively manage performance management issues within the team. Feedback on each team member on a monthly basis to line manager and contribute constructively to the Performance Development plan process. Discuss behaviour or workplace standards where issues arise and manage these informally where appropriate. Report repeated concerns or issues to line manager and/or Human Resources. Proactive production of timely reports to the required standard. Actively involved in providing positive feedback to assist in the management of visitor operations. Actively lead through positive feedback to manage the Visitor Operations teams and the achievement of Zoos SA Goals and Values. Monitoring of visitor flow to ensure efficiency and effectiveness of staff levels. Visitor Operations information provided to ensure best operations achieved. Management of day to day activities of MZ Visitor Experience teams in absence of Team Leader Visitor Experience (MZ). Active support provided to the Volunteers. Maintain suitable volunteer rosters. Workplace Health & Safety Work consistently in accordance with established safety procedures to ensure animal security, personal safety, protection of coworkers and the public. Identify and report issues of safety to the Human Resources and complete appropriate reports. Show care and consideration for coworkers. Assist in the coordination of emergency responses as required within area of responsibility. Assist in workplace health and safety management:- - ensure compliance with established health and safety policies and procedures - recognise potential safety hazards and formulate suggestions for corrective measures - implement safety training as required Has an understanding of relevant Policy and Procedures to their role and is working in line with these. Understands the need to follow up on risks and incidents and takes action appropriately, following the required process Undertakes corrective action where this is appropriate Completion of regular, detailed workplace assessments. Awareness of others and their feelings Actively identifies and resolves WHS matters. Timeliness with reporting of incidents to the WHS Coordinator. Ensure completion of regular, detailed workplace assessments and support WHS Representative MZ to implement actions to prevent re-occurrence. Awareness of others and their feelings.

6 Other duties Participate in training and development programs identified. This job description is not an exhaustive list of duties and will include other duties as required within the Employees qualifications and skills base.

7 Qualifications Person Skills: Essential & Desirable Essential Completion of Year 12 or equivalent satisfactory to the Society. Customer Service training Desirable Tertiary studies in Tourism, Marketing or related relevant field. Certificate IV in a recognised and relevant qualification Business related studies at TAFE level or equivalent Skills Essential Strong interpersonal skills and an ability to work under pressure to achieve deadlines. Possess the ability to work with a wide range of people and levels of staff. Good level of analytical skills. Sound ability with computing applications and hardware. Sound ability with use of office equipment. High level of problem solving, communication and interpersonal skills. Well developed techniques in conflict resolution and analytical skills. Ability to - lead and motivate a customer focused team. - arrange personal and team work routines and practices to make optimum use of time and resources. - organise a busy operation and diverse team. - operate computerised systems. - work in extremely busy situations. - maintain a pleasant disposition even when under pressure. - communicate effectively and deal with a wide range of people, visitors, volunteers and staff - contribute ideas constructively in a team environment. - communicate effectively, verbally and in writing with internal and external customers, contacts, potential sponsors and suppliers. - Actively be part of the team. - lead staff through business change. - work consistently to established standards. - upsell products offered by the organization. - evidence innovative solutions and creative thinking to maximise visitor operations and business opportunities. - work within and manage budgets. Accurate and thorough in activities with an eye for detail. Awareness of the team goals and objectives and actively contributes to the achievement of these. Demonstrate a caring attitude towards animals. Self motivated and shows initiative. Desirable First Aid Skills and willingness to maintain a qualification. Small passenger driver accreditation or willingness to obtain.

8 Experience/Knowledge Essential Knowledge and understanding of and full compliance with Workplace Health and Safety and Equal Opportunities legislation and practices in the work place. Well-developed techniques in conflict resolution. Knowledge of conservation and environmental issues and the demonstrated capacity to apply this knowledge in a visitor focused setting. Knowledge of appropriate techniques for handling public enquiries and complaints. Knowledge of best practice in customer service. Proven extensive experience or specialist knowledge in travel or tourism, and/or administrative fields. Proven experience in a customer service and/or administrative management role. Demonstrated experience in a tourism facility or similar. Demonstrated experience in computerized booking systems. Extensive experience in dealing with a wide range of people, visitors, volunteers and staff. Experience in supervising a range of staff and motivating teams. Experience in handling public enquiries and complaints. Experience working effectively in extremely busy situations. Experience managing departmental budgets. Desirable Conservation, science or research background Event and public activity planning and coordination experience and/or training. Demonstrated experience in tour packaging Personal Qualities Essential Excellent numeracy and written and able to keep accurate and detailed records. Excellent verbal communication skills, enthusiastic and able to maintain a pleasant disposition even when under pressure. Neat presentation, Innovative, Self-motivated and willing to try new ideas. Well-developed observational skills and attention to detail Well-developed techniques in conflict resolution. Awareness & involvement in the establishment of the team goals and objectives and actively contributes to the achievement of these Self-motivated and shows initiative.

9 Signoff Occupant I have noted the statement of duties, responsibilities and expectations as detailed in this document and I agree to undertake these duties to the standards expected and uphold the vision, mission, values and strategic objectives of Zoos SA. Occupant Name: Occupant Signature: Date: / / Manager I hereby agree that I have reviewed the statement of duties, responsibilities and expectations as detailed in this document as a true reflection for this position. Manager Name: Manager Signature: Date: / / Human Resources I hereby agree that I have reviewed the statement of duties, responsibilities and expectations, including the classification and remuneration range, as detailed in this document and confirm the format is correct.. Human Resource Name: Human Resource Signature: Date: / /