Job & Person Specification

Transcription

1 Job & Person Specification Job Title Tour Host / Driver Primary Location Monarto Division/Department Business Operations / Visitor Experience / Tours Uniform Required Classification Employee Level 2 Remuneration Commences Band A Level 1 to Band A Level 6 dependent upon qualifications, skills and experience. Special Conditions As per RZSSA Collective Agreement, plus; May be required to work at any Zoos SA location. Required to work a 7 day roster (as per contract) Required to obtain and provide a National Police Certificate Requested to obtain and maintain recommended Immunisations Required to retain relevant licences, qualifications and/or accreditations A 6 month probationary period applies to all roles. Duties are performed under close supervision by skilled and experienced employee moving to routine supervision. Will be required to weekends or public holidays, for which applicable penalties apply or Time Off in Lieu as negotiated. May also be required to work evenings. Summary of Role The Tour Host/Driver will be responsible for the provision of interpretive guided tours throughout Monarto Zoo. Hosting of specialist guided experiences including walking tours both on and off property will also be a requirement of this position. Under the direction of the Team Leader Visitor Experience, this position will also be required to drive/guide buses as directed and operating other equipment for which you are trained and licensed. The duties also include a broad range of maintenance tasks, which must be undertaken in an effective and efficient manner. Career Progression (dependent upon experience, qualification and performance) Progression will be in line with career progression listed in Schedule 6 of RZSSA Collective Agreement Zoos SA Core Values Passion: We inspire and influence through our valuable conservation efforts and recognise success. Effectiveness: We focus on clearly defined shared goals and support people to achieve them. Innovation: We seek creative ways to achieve goals and promote a culture of learning and improving. Integrity: We are guided by our values and deliver on our promises. Respect: We respect individual s values and encourage a culture of collaboration, listening and trust.

2 Reporting Lines Chief Executive Director Business Operations General Manage Strategic Visitor Experience Visitor Experience Manager Team Leader Visitor Operations Team Leader Visitor Experience Gate Keeper Tour Driver Administration Officer Tour Coordinators Tour Host/ Driver

3 Skills and Administration: Undertake routine administrative tasks and maintain all required records to an acceptable standard. Ensure timesheets and associated forms are completed to required standards. Knowledge of relevant Standard Operating Procedures (SOPs) Policy and Procedure and the Collective Agreement. Maintain an awareness of Organisation Strategic Plan including Vision, Mission, Values and Goals. Records assessed by Supervisor for accuracy and content. Knowledge of SOPs and working in line with these. Feedback on these and proactive suggestions for change as required. Depth of knowledge of Organisational Strategic Plan and the application of our Vision, Mission, Values and Goals. Working knowledge of the Collective Agreement. Education, Media & Public Relations Interact informally with the public on an ad hoc basis providing directions and information on Zoo activities, exhibits, facilities and animals. Highlight any potential media stories to line manager Assist with public relations activities as required Public feedback from interactions, questionnaires, letters submitted, assessment by Supervisors /specialists and mystery shopper feedback. Maintenance Cleaning and undertake basic checks and maintenance of Zoos SA equipment including; buses, cars, all park toilets, visitor centre displays and equipment, etc. Records assessed by Supervisor Facilities presented in a clean and tidy manner.. Tours Walking track checks. Driving buses, including tours and behind the scenes transport as required. Provide information and assistance to the public. Provision of professional and educational guided experiences at Monarto Zoo, this may include a variety of tour types ie bus & walking tours. Support and uphold Zoos SA principles and promote a positive interpretive and education experience that will encourage the desire to participate in future Zoo experiences. Visitor feedback. Private tour feedback/forms. Mystery Shopper feedback. Supervisor observations and feedback People Management Assist with providing guidance to Zoo staff, volunteers and work experience students. Assist and advise co-workers in a constructive and positive manner.

4 Workplace Health & Safety Work consistently in accordance with established safety procedures to ensure animal security, personal safety, protection of coworkers and the public. Identify and report issues of safety to the Human Resources and complete appropriate reports. Show care and consideration for coworkers. Assist in emergency situations including fire operations, ensuring compliance with emergency procedures for the safe conduct of staff and visitors to Monarto Zoo. Records of behaviours and changes or symptoms recorded accurately, legibly and completed daily. Has an understanding of relevant Policy and Procedures to their role and is working in line with these. Understands the need to follow up on risks and incidents and takes action appropriately, following the required process Completion of regular, detailed workplace assessments. Awareness of others and their feelings Other duties Participate in training and development programs identified. This job description is not an exhaustive list of duties and will include other duties as required within the Employees qualifications and skills base.

5 Qualifications Person Skills: & Desirable Current SA Drivers Licence. Current HR or MR bus licence. Passenger Transport Board Accreditation. Desirable Completion of Year 12 or equivalent satisfactory to the Society. Certificate 3 in Tourism/Tour Guiding Site Specific, or equivalent. Prior study/interest in issues of tourism, environmental conservation, ecotourism and/or ecology. Retail/Customer Service qualifications. Skills Ability to - arrange personal and team work routines and practices to make optimum use of time and resources. - operate computerized systems, with excellent written and verbal communication skills. - communicate effectively, verbally and in writing with internal and external customers, contacts, potential sponsors and suppliers. - contribute ideas constructively in a team environment. - work consistently to established standards. - work in extremely busy situations - to make decisions quickly regarding minor emergencies Strong interpersonal skills and an ability to work under pressure to achieve deadlines. Possess the ability to work with a wide range of people and levels of staff. Must possess good customer relations skills. Good level of analytical skills. Able to manage customer expectations. Punctuality and ability to work under pressure. Ability to work within a small team. Proven ability to proactively contribute to team goals and objectives. Possess the ability to deal with a wide range of people, visitors, volunteers and staff. Excellent verbal communications in a one to one and group situation. Presents clearly and confidently to a group in a formal or informal setting. Excellent driving skills. Desirable First Aid Skills and willingness to maintain a qualification. Experience/Knowledge Demonstrated experience in driving including large buses. Knowledge and understanding of and full compliance with Workplace Health and Safety and Equal Opportunities legislation and practices in the work place. Well-developed techniques in conflict resolution. Knowledge of conservation and environmental issues and the demonstrated capacity to apply this knowledge in a visitor focused setting. Knowledge of appropriate techniques for handling public enquiries and complaints.

6 Knowledge of best practice in customer service. Proven experience in cash handling and reconciliation. Knowledge of best practice in customer service. Desirable Conservation, science or research background Demonstrated experience in a tourism facility or similar. Experience in packaging of tourism product. Experience in emergency operations. Personal Qualities Excellent numeracy and written and able to keep accurate and detailed records. Excellent verbal communication skills, enthusiastic and able to maintain a pleasant disposition even when under pressure. Maintains a pleasant disposition even when under pressure. Neat presentation, Innovative and willing to try new ideas. Well-developed observational skills and attention to detail Commitment to the Goals & Values of the Society Self-motivated and shows initiative.

7 Signoff Occupant I have noted the statement of duties, responsibilities and expectations as detailed in this document and I agree to undertake these duties to the standards expected and uphold the vision, mission, values and strategic objectives of Zoos SA. Occupant Name: Occupant Signature: Date: / / Manager I hereby agree that I have reviewed the statement of duties, responsibilities and expectations as detailed in this document as a true reflection for this position. Manager Name: Manager Signature: Date: / / Human Resources I hereby agree that I have reviewed the statement of duties, responsibilities and expectations, including the classification and remuneration range, as detailed in this document and confirm the format is correct.. Human Resource Name: Human Resource Signature: Date: / /