Holiday Experience Specialist

Organisation Overview (who we are)

Bundaberg Region Ltd trading as Bundaberg Tourism (BT) is one of Queensland’s officially recognised and accredited Regional Tourism Organisations (RTOs).

BT is responsible for marketing the destination, servicing visitors and leading the industry.

A membership based, not for profit organisation, BT delivers an integrated brand, marketing and destination development strategy for across the region by working in partnership with the local tourism industry and businesses, as well as key stakeholders such as Bundaberg and North Burnett Regional Councils and Tourism & Events Queensland (TEQ).

BT’s mission is to be the first choice for visitors and industry to enhance their experience at every touch point through innovation, inspiration and leadership.

BT is a family friendly organisation with a positive culture. Our core values support our commitment to be a trusted partner to industry, to provide leadership and exceptional customer service at every touch point. We pride ourselves in:

• Working with integrity
• Being collaborative
• Being progressive, bold and courageous

Purpose (why we created this role)

The position of Holiday Experience Specialist is a customer service role, existing to support Team BT to ensure that both customers of the Visitor Information Centre, as well as local stakeholders of the organisation are met with exceptional customer service at every touchpoint.

Skills & Experience

Key Accountabilities (what you will do)

JOB SPECIFIC TASKS

• Customer Service Excellence – providing exceptional customer service at all touchpoints of the organisation, via people walking through the door, answering the phone and monitoring the online chat for visitor enquiry. Service extends from visitors to the VIC, to businesses engaged with BT and our broader regional community.

• Commercial – Work actively in a service environment with the focus of assisting visitors with making the most of their time in our region, through providing visitor information and booking services. Proficiently use online booking programs and point of sale systems and project a confident commercial attitude to other staff and ambassadors. Identify sales patterns and trends, identify gaps in the current sales range and assist in the research for new sales opportunities.

• Member Liaison – as an integral part of a membership based organisation, create, maintain and enhance relationships with businesses. These relationships will be enhanced through regular contact, networking events, product sales and familiarisation tours.

• Financial – Maintain accurate booking and financial records including completing and when required supervising daily reconciliations and stock management through a point-of-sale system.

• Administration – Conduct relevant administration tasks as directed by the Visitor Services Manager and/or Visitor Services Supervisor(s). These duties may include but are not limited to sales, stock and ticketing reporting, external and internal communication. All administration tasks are to be completed in a professional, effective, efficient and coordinated manner.

• Staff Training – When necessary it will be a requirement to train new and existing staff as well as ambassadors on new procedures, new products and new technology with the aim of creating a staff and ambassador environment that maximises opportunities, service customers to exceptional standards, engage with the members of BT and the wider community.

• Project Delivery – From time to time there may be a directive from the Visitor Services Manager to delivery certain projects or time lined tasks that aim to further visitor services or supporting our tourism industry. These tasks may be varied and involve gathering of data, researching information, contacting businesses and provide informed recommendations to the Visitor Services Manager.

• Other Duties – as directed by the Visitor Services Manager and/or Visitor Services Supervisor(s).

ORGANISATIONAL REQUIREMENTS

• Administration – Conduct all administrative functions relevant to the position in a professional, effective, efficient and coordinated manner.

• Stakeholder Engagement – Provide support to the BT stakeholder base supporting the growth of a healthy and supportive culture within the Bundaberg tourism sector.

• Corporate - Contribute to whole-of-region and corporate activities in support of the tourism industry in BT region.

• Membership - Assist with marketing and membership liaison activities that further develop and contribute to the growth and sustainability of the region’s tourism sector.

• Professional Development – Attend work related industry workshops or conferences, as requested and approved by the CEO or Visitor Services Manager.

• Community – Ensure community support for and involvement in tourism and information services. Communicate activities and successes as well as Tourism is Everybody’s Business to the community.

• Other Duties – As directed by the Visitor Services Manager and/or Visitor Services Supervisor(s).

Personal Competencies (how you will do it)

• Service Excellence - Provide excellent customer service to visitors and industry in a pleasant, accurate and timely manner.

• Organisational Culture and Morale - Display personal character strengths of trust, respect, integrity and fairness.

• Cooperation and Teamwork - Demonstrate your ability to work cohesively within a team, providing guidance, support and encouragement to other team members

• Continuous Learning and Improvement - Practice continuous improvement processes and engage in ongoing learning.

• Communication - Exhibit excellent numeracy, written and oral communication skills.

• Workplace Responsibility - Develop knowledge in applying workplace health and safety practices in the workplace. Display a commitment to conducting sound recordkeeping practices as legislated, and a commitment to the principles of anti-discrimination and equal opportunity in the workplace.

Primary Delegations and Responsibilities

• The Holiday Experience Specialist reports directly to the Visitor Services Manager and/or Visitor Services Supervisor(s).

• This role will liaise with visitors, volunteer organisations, industry partners, local industry and the BT membership base.

• The role will involve the delegations of some daily tasks to other staff and Ambassadors when required.

Measures of Performance

• Individual sales targets set in partnership with the Visitor Services Manager

• Visible increase in positive reviews both individually and the Centre as a whole

• Member satisfaction

• Assistance in the successful implementation of the Visitor Information Centre Business Plan

Licenses & Requirements

• Possession of a current “C” Class Driver’s License is essential

• Must be able to travel within the region.

Are you ready to be part of a flexible dynamic team-driven organisation? Complete the form below or send your details to our Visitor Services Manager, Chantele via This email address is being protected from spambots. You need JavaScript enabled to view it..