Visitor Services Consultant (Margaret River)

Permanent part-time, with some seasonal variability. Weekend and school holiday work required.

MRBTA is recruiting for a position based at Margaret River Visitor Centre. The consultant would work in the visitor centres providing face-to-face assistance, as well as working in the Central Reservations office answering visitor queries via email, phone, webchat and social media platforms.

The Visitor Services Consultant role is to understand the visitor’s needs and to help plan and book amazing experiences in the Margaret River region.

The average number of shifts available per fortnight is between 6 and 9. This would peak during school holidays and may reduce during off-peak tourism periods.

Key Accountabilities

  • Respond to visitor enquiries in person and via telephone, web chat and email in a timely manner
  • Assist visitors with customised itinerary planning
  • Complete guest accommodation, tour and attractions bookings through the appropriate reservation system
  • Provide written documentation to visitors including itineraries and quotes
  • Develop and maintain a high level of regional knowledge, including knowedge of accommodation, tours, attractions, events etc.
  • Maintain a high standard of presentation and cleanliness of information and retail displays within the Visitor Centre
  • Deliver a high level of customer service
  • Communicate professionally and effectively with a diverse range of customers
  • Assist to resolve customer complaints
  • Assist to update digital and print documentation including visitor information, customer information, policies and procedures etc.
  • Follow procedures associated with the duty roster e.g. open and close visitor centre, cleaning
  • Facilitate daily reconciliations, booking administration and amendments
  • Attend and participate in industry networking events, workshops and training, including the Association’s familiarisation program, some of which may be outside standard working hours
  • Actively support and demonstrate MRBTA’s values and professional standards
  • Adhere to all MRBTA policy and procedure guidelines

Skills and Experience 

To be successful in this role you must possess:

  • Outstanding customer service skills
  • Local knowledge and passion for the Margaret River Region (from Busselton to Augusta)
  • Strong written and oral communication skills and the ability to tailor information to suit different audiences, cultures and information platforms
  • Knowledge of, and experience with, Microsoft Office
  • Knowledge of, and experience with, IT systems (i.e. booking, customer relationship management and telecommunications systems)
  • The ability to work autonomously and with team members to achieve outcomes

Personal Attributes

  • Confident and welcoming manner
  • Positive approach
  • Self-motivated and willing to take initiative
  • Attention to detail
  • Professional
  • Appreciation that tourism is a 7 day business with flexible work hours that include weekends and school holidays

How to apply

To apply, please submit a CV and cover via Seek.

Visitor Services Consultant (Central Reservations)

Permanent part-time,  4 days a week with some seasonal variability. Weekend and school holiday work required.

MRBTA is recruiting for a position based at Margaret River Visitor Centre in the Central Reservations team. A Central Reservations Consultant is the first point of contact for all visitor, member and stakeholder touch points via email, phone, online chat and social media platforms. By understanding a visitor’s needs, the consultant helps visitors to plan and book incredible experiences in the Margaret River region. The Central Reservations Consultant also plays a key sales and support role to the MRBTA’s own managed attractions – four caves, two lighthouses and an adventure ropes course.

Working in a fast-paced environment attached to the Margaret River and Busselton Visitor Centres, a consultant must have a high aptitude and interest in working across multiple digital and telecommunications platforms, all while showcasing incredible destination product knowledge, exemplary customer service skills and travel planning expertise.

Key Accountabilities

  • Actively promote a positive image of the MRBTA and the destination by adhering to the organisation’s values and professional standards
  • Respond to visitor enquiries via telephone, web chat and email in a timely manner with a focus on up-selling and on cross-selling regional products & experiences
  • Assist visitors with customised holiday planning to encourage increased length of stay, dispersal and spend
  • Facilitate all customer enquiries, offline & online bookings for Margaret River Caves & Lighthouses, as well as Forest Adventure South West via phone, email and web chat
  • Present and implement team strategies to assist in increasing visitor engagement and positive customer feedback
  • Communicate professionally and effectively with a diverse range of customers, as well as problem solve through difficult situations, to provide effective solutions
  • Provide a high level of written documentation around quotes, correspondence and customer follow-up
  • Actively participate in industry training, product familiarisation programs and networking events
  • Develop and maintain a high level of regional tourism and event knowledge, as well as specific knowledge around the MRBTA’s managed attraction assets –  a mix of formal training, first-hand experience and self-learning is provided
  • Facilitate daily reconciliations, booking administration, travel amendments and assist with office cleaning and presentation
  • Assist to maintain the association’s customer data, procedures and training documentation
  • Collaborate and support the MRBTA’s membership, marketing, attraction and visitor servicing departments to ensure a high-quality content standard across MRBTA owned and earned marketing channels

Skills and Experience 

To be successful in this role you must possess:

  • 2 – 3 years’ experience in a similar tourism industry role (inbound tour operator, retail travel, tour, accommodation, activity or hospitality operations)
  • Exceptional local knowledge and passion for the Margaret River Region (from Busselton to Augusta)
  • Competency to work across information technology platforms including call centre & telecommunications software, desktop & cloud-based computing, as well as customer support systems
  • Knowledge and experience with Microsoft 365 or Office suite
  • Demonstrated sales ability and problem solving
  • Strong written and oral communication skills to suit different audiences, cultures and information platforms
  • Accuracy and attention to detail
  • The ability to work with team members and colleagues to achieve outcomes
  • Some experience with customer relationship management, database &/or booking systems an advantage but not essential
  • Formal qualifications in tourism or hospitality an advantage but not essential

Personal Attributes

  • Welcoming & friendly manner
  • Professional, positive and can-do approach
  • Willingness to learn and take initiative
  • Commitment to promoting and marketing the Association
  • Ability to work with a team and a passion for working with people and places
  • Appreciation that tourism is a 7 day a week business with a flexible work schedule (including weekends and holidays when visitors need us most)

The successful applicant will

  • Be able to commit to 4 shifts per week on a permanent part-time basis (64 – 72 hours per fortnight) with opportunity for more hours available to the right candidate
  • Be able to work from a Margaret River Visitor Centre location with reliable transport to also work from Busselton or Dunsborough as operational requirements arise
  • Enjoy great industry benefits as well as a remuneration package above award
  • Possess a keen sense of adventure – we provide abundant opportunity to experience many of the region’s incredible experiences first-hand as part of your ongoing training

How to apply

To apply, please submit a CV and cover via Seek.