Tourism Office Manager

Mudgee Region Tourism Mudgee, New South Wales, Australia

Lead, encourage and motivate a team of highly successful Experience Experts to be highly engaged brand ambassadors for the Mudgee region. Be a leader within the team and manage our award winning and accredited Visitor Information Centre and Retail Outlet.


The successful applicant will be passionate, dynamic and highly motivated, with demonstrated experience in tourism or hospitality operations/general management. 


Proven experience in team management, rostering, team leadership and retail operations. Whilst some facets of the role require the ability to work autonomously, other key aspects require the ability to work successfully as a team and with key contractors/stakeholders. 


Excellent communication, time management and leadership skills are required. This position reports to the CEO and is a senior leader withinm the business delivering on the organisation's mission, Destination Management Plan goals, as well as meeting operational and financial objectives. 

 

PRINCIPLE OBJECTIVE          

To effectively participate in and lead Mudgee Region Tourism’s Visitor Information Centre and Events team to achieve outstanding visitor and partner focused outcomes and sales driven objectives. 


SPECIFIC ACCOUNTABILITIES

Lead, encourage and motivate a team of highly successful Experience Experts to be highly engaged brand ambassadors for the region.


Key Tasks and Responsibilities

  • Lead and motivate a team of highly enthusiastic and engaged brand ambassadors to showcase the Mudgee Region and encourage visitor spend
  • Surprise and delight visitors by attending to telephone calls and front desk enquiries in an upbeat, friendly, knowledgeable and efficient manner (assisting during busy periods, weekends & public holidays as required)
  • Communicate and engage MRTI vision and values through all interactions with colleagues, board members, council representatives, members and business partners
  • Represent the Mudgee Region as a highly engaged brand ambassador
  • Maximise revenue performance by working closely with the CEO to meet and exceed monthly sales targets
  • Maximise all retail sales leads by setting targets, implementing incentives and celebrating team success
  • Identify performance gaps and training needs, coordinate team member participation in line with budget
  • Liaise with members to maximise occupancy in the region and increase visitor spend across a range of market segments
  • Maintain accurate and presentable current records/filing systems in manner so as to enable colleagues to efficiently access
  • Multi task & maintain a high quality of output in a busy environment
  • Identify opportunities and instigate new processes for improvement in service and productivity conversion
  • Demonstrate reliability and flexibility in rostering shift work, weekends and holidays as required to meet the business trends, demands and budget
  • Identify and resolve visitor concerns sensitively and effectively, consulting with the CEO for any escalated issues
  • Update and maintain database records of tourism products, visitor demographics, local business community details, etc as directed
  • Oversee retail stock in VICs, review sales trends, ensuring appropriate stock and stock levels are maintained and monthly sales targets are met/exceeded
  • Research local tourism product and participate in scheduled site inspections
  • Prepare monthly board ready reports on retail transactional data, visitor trends, demographics, etc as directed by the CEO
  • Provide administrative assistance to the CEO 
  • Responsible for the preparation and delivery of weekly payroll function, prepare financials for Finance Officer to prepare EOM reports
  • Prepare an annual in-region and out-of-region events program to support partners whilst delivering destination promotional commitments, in consultation with CEO
  • Develop and deliver event plans, recording post-event results
  • Oversee the development of event competitions to increase subscriber database, increase Mudgee Region Magazine distribution and local produce retail sales as a stallholder at nominated events

Leadership Responsibilities

  • Lead by example and mentor team members, assisting where needed to ensure MRTI standards and visitor expectations are being met or exceeded
  • Investigate and wherever possible resolve, in consultation with the CEO, visitor feedback to ensure client satisfaction, also bearing in mind the interest of the business
  • Document clearly any incidents that negatively impact business performance and report to CEO immediately
  • Take action to avoid repetition of any incidents that negatively impact business performance 
  • Perform monthly quality checks and coaching sessions with Tourism Specialist’s, documenting quality performance and productivity results in line with Balanced Scorecard methodology
  • Regularly review team performance to initiate the development and delivery of targeted technical and soft skills training
  • Track, compile and report statistics as required
  • Demonstrate efficient administrative and organisational skills
  • Exhibit high sales performance and visitor service focused standards, encouraging them in others
  • Develop and maintain excellent rapport with colleagues across all MRTI departments/stakeholders

General Duties

  • Maintain a clean, safe and efficient work environment (including front office space, store rooms, kitchen area)
  • Report and, where indicated, act upon any work issues relating to occupational health and safety to CEO
  • Coordinate and distribute minutes of regular staff meeting
  • Adherence to MRTI Code of Conduct and other MRTI policies and procedures
  • Assist CEO with other duties as required

Skills/Attributes required for this Position

Essential

  • Demonstrated ability to lead and motivate a successful and engaged visitor service, brand ambassador and sales focused team
  • Efficient and effective communication skills, both written and verbal
  • Knowledge of Microsoft software (Word, Excel, Outlook)
  • Able to demonstrate extensive tourism and hospitality industry knowledge
  • High level of interpersonal skills
  • Broad local tourism asset knowledge
  • Ability to initiate ideas
  • Excellent time management skills; demonstrated ability to meet deadlines
  • Ability to work unsupervised, act in the capacity of second in charge in CEO’s absence
  • Sales, retail and cash handling skills
  • Responsible Service of Alcohol

Desirable

  • Minimum 12 months experience in a supervisory or leadership tourism role
  • Driver’s licence 
  • Xero skills
  • Working knowledge of Retailer
  • Working knowledge of 123Tix event ticketing system and V3 Leisure Front Desk

Conditions

  • Hours of work: 35 hours per week (Monday to Friday, weekend & public holidays as required and accrued as time in lieu to be taken at a mutually agreeable time)
  • Salary contract

Key Performance Indicators

  • Active and genuine desire to achieve MRTI set standards and exceed targets, track team and individual results, celebrate success
  • Tasks and outcomes achieved in a cost-effective and timely manner with a regard to efficient use of resources
  • Ability to demonstrate strong computer skills across a multitude of computer applications
  • Feedback from visitors, members, work colleagues and supervisors is positive in nature
  • Steps are taken to gain & utilize good tourism product knowledge. Advice and information provided is impartial in nature and without bias
  • Ability to multitask and complete a varied number of tasks unsupervised, simultaneously and by their due date
  • Ability to achieve set budgets
  • Strong service orientation & positive attitude
  • High personal standards & a strong work ethic
  • Excellent grooming & personal hygiene standards
  • Excellent command of English (verbal & written)
  • Pleasant, enthusiastic telephone & written manner
  • Handle challenging situations diplomatically
  • Take initiative to always deliver successful outcomes in a professional manner
  • Demonstrate consistent “team player” skills by working to the “greater good” goal ensuring overall success of organisation
  • Strong motivational & leadership qualities
  • Highly developed people & time management skills
  • Demonstrate consistency between words and actions

How to apply

  • Submit a cover letter detailing your reason for applying, addressing the role and essential criteria under Skills and Experience
  • Include a detailed resume, outlining your work history
  • Address your application to Phillip Shumack, CEO Mudgee Region Tourism 


Deadline for submissions: 21 January 2022

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