Visitor Services Consultant

Permanent part-time: Approx 60 hours (8 shifts per fortnight), with some seasonal variability. Weekend and school holiday work required.

About the Role

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 Visitor Services Consultant promotes MRBTA member experiences and plays a key sales and support role for the MRBTA’s own managed attractions – including four caves, two lighthouses and a high ropes adventure course.

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 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 to encourage increased length of stay and spend
  • Complete guest accommodation, tour and MRBTA Attractions bookings as well as multi-day itineraries through the appropriate reservation system
  • Provide a high level of written documentation around quotes, customer correspondence and follow-up
  • Provide options for packaging accommodation, tours and group travel
  • Develop and maintain a high level of regional knowledge, including accommodation, tours, attractions, events, MRBTA Attractions and general regional knowledge through a mix of formal training and self-learning
  • Maintain a high standard of presentation and cleanliness of retail and Member product displays within the Visitor Centre e.g. stocking shelves, dusting shelves, tidying and replenishing brochure displays
  • Present a positive and committed approach to high standards of internal and external customer service at all times
  • Communicate professionally and effectively with a diverse range of customers with the confidence and ability to deal with difficult situations or overcome conflict to provide effective solutions and positive outcomes
  • Document and report positive feedback, complaints, concerns and incidents to the line manager
  • Act as the first point of contact for all MRBTA external queries, including member businesses and industry stakeholders
  • Report any errors in visitor information
  • 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
  • Demonstrate high competency and troubleshooting abilities across technological platforms including phones systems, call centres, desktop computing and support systems
  • Assist to maintain the association’s customer data, procedures, knowledgebase and training documentation
  • Collaborate with the MRBTA’s membership, marketing and visitor servicing departments to assist with product support
  • Actively support and demonstrate MRBTA’s values and behaviours
  • Adhere to MRBTA values and professional standards
  • Adhere to all MRBTA policy and procedure guidelines

Skills and Experience 

To be successful in this role you must possess:

  • Formal qualifications in tourism, marketing, sales or customer service
  • 2 – 3 years’ experience in a similar tourism industry role (inbound tour operator, retail, wholesale, tour or accommodation operations)
  • Exceptional customer service skills
  • Exceptional local knowledge and passion for the Margaret River Region (from Busselton to Augusta)
  • Experience with booking systems &/or customer relationship and database management
  • Excellent knowledge and experience with Microsoft Office
  • High competency across information technology platforms including call centre & telecommunications software, desktop & cloud-based computing, as well as customer support systems
  • Demonstrated sales ability using customer service and problem solving strategies
  • Strong written and oral communication skills to suit different audiences, cultures and information platforms
  • Ability to maintain a high level of accuracy and attention to detail
  • The ability to work autonomously or with team members and colleagues to achieve outcomes

Personal Attributes

  • Confident and welcoming manner
  • Positive approach
  • Self-motivated and a high level of initiative
  • Highly professional
  • Highly enthusiastic and committed to promoting and marketing the Association
  • Ability to work with a team and a passion for working with people
  • Appreciation that tourism is a 24 x 7 business with unsociable/flexible work hours (including weekends and school holidays)

How to apply

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