Role Description Visitor Services Officer Cluster Agency Division/Branch/Unit Location Department of Planning & Environment Sydney Living Museums Classification/Grade/Band Clerk Grade 3/4 Kind of Employment Programming & Public Engagement Division/House Museums Portfolio Vaucluse House, Eastern Sydney Ongoing ANZSCO Code 639411 Role Number HMP002 PCAT Code 1337292 Date of Approval 23 February 2015 Agency Website Agency overview www.sydneylivingmuseums.com.au Historic Houses Trust of NSW (HHT), incorporating Sydney Living Museums (SLM), is a statutory authority of, and principally funded by, the NSW Government. The Historic Houses Trust is one of a number of agencies administered through the Office of Environment and Heritage (OEH), reporting to the Minister for Heritage. OEH regulates industry, protects and conserves the NSW environment, manages over 850 national parks and reserves and protects the natural, cultural and built heritage in NSW. SLM provides custodial care for significant historic places, buildings, collections and landscapes with integrity, and enables people to enjoy and learn about them. SLM was established under the Historic Houses Act 1980 to manage, conserve and interpret the properties vested in it for the education and enjoyment of the public. SLM s portfolio includes houses, museums, landscapes, a library and collections of paintings, furniture and objects. SLM is managed through four Divisions Heritage & Collections, Programming & Public Engagement, Commercial & Marketing Services, and Operations & Governance. There are three Portfolios within the Agency and each Portfolio comprises a division of properties either geographically or thematically linked. The Portfolios are the City Portfolio, including the Justice & Police Museum, Museum of Sydney and Susannah Place Museum; the House Museums Portfolio including Elizabeth Bay House, Elizabeth Farm, Meroogal, Rose Seidler House, Rouse Hill House & Farm and Vaucluse House; and the Macquarie Street Portfolio including Hyde Park Barracks Museum and The Mint. The Portfolio Teams include the Head of Portfolio, Portfolio Curator, Visitor Services Coordinator, Visitor Services Officer, Building & Facilities Officer and other supporting staff delivering heritage, education, programming, commercial and operational outcomes for these SLM sites. Primary purpose of the role The Visitor Services Officer is the principal point of contact for front of house operations at SLM sites, leading daily Front-of-House operations, significantly influences visitors experiences, and supports leads daily Front-of-House operations, supporting the management of visitors to the Portfolio sites with a focus on responsive quality customer service, organisation and efficiency, ensuring that visitors are attended to professionally and promptly. 1
This role undertakes a wide variety of activities to support the Visitor Services Coordinator in planning, communication and administrative processes, record management, data analysis and reporting, work prioritisation and staff organisation. Key accountabilities Collaborate with and support the Visitor Services Coordinator to ensure delivery of high quality visitor experiences through outstanding customer service, information and advice regarding the site s exhibitions, education programs, public programs and events; effective response to visitor enquiries, complaints and feedback; and identification of opportunities to further strengthen visitor experiences. Engage with appropriate staff within the Portfolio and across the Agency to ensure that the site is well presented, and that display and program equipment and resources are effectively managed and maintained. Participate with the Visitor Services Coordinator in developing, implementing and maintaining the visitor services standards for the Portfolios and improving established procedures and policies for the mutual benefit of the Portfolios and the visitors experience. Rostering of Visitor & Interpretation Officers, volunteers and Casual Program Deliverers and, the management of education program bookings, group bookings, vacation care bookings and internal bookings for programs and commercial events. Provide timely and efficient administrative support to the Visitor Services Coordinator, including the provision of accurate visitor attendance records, sales and financial analysis for reports; responses to visitor services enquiries; data collection and analysis; administrative and operational support and general records management to inform decision making for the Portfolio. Under broad direction of the Visitor Services Coordinator, manage correspondence including confirmation letters, booking details and invoicing, and determine priorities for resource allocation and preparation of staffing rosters. Liaise with the Visitor Services Coordinator, Web & Screen Media and Marketing & Communications Teams to ensure that the Portfolio sites information on the Agency s website and intranet is current and social media requirements are completed. Initiate networking with other Visitor Services Officers, educational, tourism and community groups and applicable local organisations to promote the programs of the Portfolio sites. Key challenges Identifying and implementing opportunities for improvements in customer service delivery while maintaining the highest standards in customer service across a diverse range of day-to-day and recurring activities. Exercising effective judgement in balancing competing demands, complex operational needs and priorities, and professional high quality visitor response. Providing evidentiary justification and support for recommended improvements or changes in visitor services and customer service standards and processes through the timely and comprehensive collection, analysis and interpretation of relevant information and data. Key relationships Who Internal Why Visitor Services Coordinator Provide regular updates on projects, issues and priorities. Receive direction on coordinating duties and content for education programs, public programs, exhibitions, events and displays. Escalate priority issues when necessary. Maintain site records including information on workplace health and Role Description Visitor Services Officer 2
Who Visitor & Interpretation Officers and other Portfolio staff Other Teams/Portfolios Portfolio Volunteers External Educational, Tourism and Community groups, general public, visitors and other stakeholders Role dimensions Decision making This role: Why safety, visitor numbers, assets, budgets, minutes of meetings and other operational records. Provide administrative, operational and records management support. Provide data analysis, reporting and interpretation to support decisions. Ensure the daily operational needs of the Portfolio s sites are appropriately staffed and resourced. Provide advice and clarifications about programs, displays, tour bookings and resource needs. Plan and communicate staffing requirements and rosters. Action communications in a timely manner to internal and external parties. Respond to visitor queries, feedback or complaints, escalating when relevant, to achieve positive outcomes for the Portfolio. Provide advice and clarify programs, displays, tour bookings, procedures and resource needs. Instigate networking and maintain effective interaction and cooperation across the Agency. Manage the site diary to ensure effective delivery of all group, commercial and program bookings and availability of adequate support resources. Work with the Visitor Services Coordinator to ensure staff and volunteers are implementing organisational policies and practices, including cash management, visitor statistics, customer service standards and volunteer policies. Liaise with volunteers. Provide relevant and appropriate advice and information about tours, event details, programs, the Portfolio properties and the Agency. Arrange tours and program bookings. Promote the interests and programs of the Portfolio site. Respond to enquiries and assist with site queries and concerns. Manage feedback, concerns and complaints. Exercises discretion and judgement, within overall direction from the Visitor Services Coordinator, for planning, organising and implementing priorities and managing day-to-day operational requirements. Participates in the continuous review of the Visitor Services functions and procedures, identification of opportunities to enhance the quality of service delivery, and communication and coordination of agreed changes with site staff. Makes decisions and applies judgement in planning and selecting appropriate resources and equipment, options and processes required to deliver agreed outcomes, with minimum or no supervision. Sets individual staff and team work schedules and staffing rosters, within broad policy parameters and constraints set by the Visitor Services Coordinator, to ensure that responsibilities are successfully met. Reporting line This role reports to the Visitor Services Coordinator. Role Description Visitor Services Officer 3
Direct reports Nil Budget/Expenditure Nil Essential requirements Demonstrated extensive experience in customer service roles. Experience in administration support to multidisciplinary teams and records management. Experience in managing financial procedures (e.g. cash handling). Knowledge and experience working with a range of relevant office productivity software applications and business systems for web, visitor and event management. Cleared and current NSW Working With Children Check. Possession of a valid driving licence. Capabilities for the role The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at www.psc.nsw.gov.au/capabilityframework Capability summary Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. NSW Public Sector Capability Framework Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Role Description Visitor Services Officer 4
Focus capabilities The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Personal Attributes Manage Self Relationships Commit to Customer Service Relationships Work Collaboratively Results Plan and Prioritise Results Think and Solve Problems Adapt existing skills to new situations Show commitment to achieving work goals Show awareness of own strengths and areas for growth and develop and apply new skills Seek feedback from colleagues and stakeholders Maintain own motivation when tasks become difficult Support a culture of quality customer service in the organisation Demonstrate a thorough knowledge of the services provided and relay to customers Identify and respond quickly to customer needs Consider customer service requirements and develop solutions to meet needs Resolve complex customer issues and needs Co-operate across work areas to improve outcomes for customers Build a supportive and co-operative team environment Share information and learning across teams Acknowledge outcomes which were achieved by effective collaboration Engage other teams/units to share information and solve issues and problems jointly Support others in challenging situations Understand the team/unit objectives and align operational activities accordingly Initiate, and develop team goals and plans and use feedback to inform future planning Respond proactively to changing circumstances and adjust plans and schedules when necessary Consider the implications of immediate and longer term organisational issues and how these might impact on the achievement of team/unit goals Accommodate and respond with initiative to changing priorities and operating environments Research and analyse information and make recommendations based on relevant evidence Identify issues that may hinder completion of tasks and find appropriate solutions Be willing to seek out input from others and share own ideas to Role Description Visitor Services Officer 5
NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Business Enablers Technology achieve best outcomes Identify ways to improve systems or processes which are used by the team/unit Display familiarity and confidence in the use of core office software applications or other technology used in role Understand the use of computers, telecommunications, audio-visual equipment or other technologies used by the organisation Understand information, communication and document control policies and systems, and security protocols Comply with policies on acceptable use of technology Role Description Visitor Services Officer 6