Wellington i-site Supervisor

Transcription

1 Job Description Role Title: Wellington i-site Supervisor Date: August 2015 Positively Wellington Tourism Positively Wellington Tourism is the Capital's official tourism organisation. It is a trust funded by Wellington City Council, with a role to create economic and social benefit for Wellington by working with the private sector to market the city as a visitor destination. The key activity areas of Positively Wellington Tourism are: International Marketing Domestic Marketing Visitor Centre Retail Marketing Events Marketing Internet Marketing Conference Marketing PR and Communication Product Development Positively Wellington Tourism s marketing focuses on four key brand attributes which are integrated into all campaigns. These are: City Excitement Arts and Culture Nationhood and Heritage Urban Nature Positively Wellington Tourism has a strong work culture of success, industry leadership and innovative thinking. Purpose of Role: The Wellington i-site Supervisor is responsible for providing an efficient and effective service to suppliers and customers. This role is responsible for ensuring professional phone and responses to customers. As part of the Visitor Network they are responsible for sales conversion (booking/ticketing) and a fast, friendly service to visitors and residents in line with brand expectation. Reports to: Direct Reports: i-site Visitor Information Centre Manager Customer Service Consultants

2 Interpersonal Contacts Internal: Works directly with the Visitor Information Centre Manager, Visitor Information Centre Team Leader, Finance Officer, Trade Marketing Manager, Events & Partnership Manager and i-site staff. Functional working relationships with all other staff. External: A wide range of public, private and non-government organisations, businesses and individuals associated with the Tourism sector Key Result Areas: Specific projects and work programmes and performance standards will be developed from the annual business plan, discussed with the employee and set annually. The employee will be accountable for achieving the KPIs set out in the business plan. Key result areas have been identified to assist in formulating performance objectives. The duties of the position are being carried out to a satisfactory standard when: Monitoring survey feedback data reflects high levels of customer satisfaction with the Customer Service Consultant Team. The Wellington i-site performance objectives are being achieved. Customers receive an instant face to face or telephone response, or same day response by that is consistent, friendly, helpful, accurate and with up to date information that encourages sales conversion. All national VIN Inc. requirements are achieved to the required standard. Revenue targets for services provided are achieved. Phone messages are kept to a minimum and responses are a priority. Enquiries and Bookings Ensure s are checked and responded to regularly and that no response is longer than 8 hours. Develop standard professional response materials for enquiries to common responses. Sales conversion is critical. Other Fulfil all supplier and customer and trade demands for information and bookings. Undertake and manage other projects as directed by Visitor Information Centre Team Leader and/or Manager from time to time in consultation with the employee. The Wellington i-site Supervisor manages and works in an efficient small team environment and may be called on to assist in all tasks including mail outs and general administration as required. The Wellington i-site Supervisor is required to actively support PWT s health and safety activities. All observed hazards to the health and safety of staff or others are reported and/or corrective action has been taken. All hazards, accidents or injuries, including muscle pain and discomfort, have been reported and recorded using correct procedures

3 The Wellington i-site Supervisor is responsible for the training on all Snapper Services to other staff and to ensure there is plenty of Snapper retail product in stock. Ordering stock weekly in relation to the Snapper guidelines Specific Technical Skills, Qualifications and Experience Knowledge: An in depth knowledge of Wellington city attractions, activities and facilities, a general knowledge of the greater Wellington region and the traditional hot spots and tourism operators New Zealand wide. Formal study or training in tourism or practical experience in the tourism industry. A high degree of self-motivation and initiative Has a passion for Wellington and the development of Wellington as a visitor destination. Ability to manage a small team and multiple projects efficiently and to prioritise competing commitments. A detailed knowledge of the Snapper and event ticketing services provided by Wellington i-site. A detailed knowledge of the IBIS database and BookIt booking system. Experience: Experience in customer service environments. Experience in managing staff Experience in handling all forms of money including receipting and balancing. Experience in converting customer enquiries into sales. Experience in working in a co-operative team environment. Experience with corporate computer systems, particularly in the area of and internet and the Microsoft Office range of products. Skills: Well-developed verbal and interpersonal communication skills. Well-developed planning and organisational skills. Extensive customer service experience. Keyboard skills and familiarity with using a range of computer applications, including the ability to move between software applications to locate and provide information. Ability to quickly learn and retain new information. The ability to speak a second language is desirable. Ability to adapt to new technologies, systems and facilities that enhance customer service. Special Personal Attributes: Ability to be flexible, adapt to change and be creative and innovative in approach to work. Ability to communicate effectively and professionally with persons from all facets of the industry. Ability to identify an opportunity of benefit to PWT and manage it into the business group. Ability to work under pressure and prioritise workload. Ability to relate to and meet the needs of customers from a wide range of backgrounds, ages and cultures. A high level of self-motivation and initiative

4 Positive and enthusiastic attitude and committed to the i-site and its values. Well-developed sense of customer focus and service. A genuine enjoyment in meeting people including personal stamina in handling often repetitive enquiries. Must be proactive in developing systems and facilities that enhance customer service. Key Competencies and Behaviours Communication Communicates information clearly, adjusting the way they communicate to suit the intended audience. Uses a range of appropriate communication tools and methods to communicate effectively. Can write in a style that is grammatically correct, well organised and easily understood. Communicates technical information and/or complex information in an easy to understand manner. Uses appropriate listening techniques to show interest. Shares information willingly with others. Presents arguments logically and summarises accurately. Relationship Management/ Customer Focus Proactively has an awareness of and acts to meet customer/ client needs. Helpful and honest when dealing with clients. Provides clients with the appropriate levels of information in a timely fashion. Strives to be consistent in the way they deliver customer service Seeks opportunity to interact with clients. Responds quickly and appropriately to customer complaints and facilitates solutions to preserve an acceptable solution to both parties. Seeks feedback on quality of service. Work Organisation Effectively organises all aspects of work in order to achieve high quality and timely output. Plans work effectively in order to meet deadlines set by managers Uses available resources and tools as appropriate (computers, things to do lists etc). Keeps manager informed of plans and actions. Addresses escalating or conflicting demands. Ordered and methodical in the way they approach their work. Has the ability to work under pressure and deliver quality work within short time frames. Is flexible enough to work in a rapidly changing environment. Is able to multi task without compromising work quality. Initiative, Analysis and Problem Solving Uses relevant information in analysis of issues and applies reason to reach conclusion from which practical recommendations are made. Takes ownership of a problem and develops solutions. Uses a range of information gathering techniques to identify all relevant information. Considers potential implications of decision. Takes action.

5 Teamwork Cooperates and consults in order to get a task done. Establishes and maintains relationships as appropriate and contributes to the achievement of objectives. Acknowledges and encourages the contribution of others and participates effectively in teams. Addresses the issue rather than the person. Always maintains effective working relationship despite any difficulties caused by conflicting roles or differing viewpoints. Will resolve differences of opinion by seeking mutually acceptable solutions. Contributes to a supportive team environment by providing support and back up to team members and sharing expertise with others. Seeks feedback from other team members. Is highly motivated and energetic and has a can do attitude.