DRAFT ROLE DESCRIPTION Riverina Murray Destination Network, Administrative Assistant Location: tbc 1. OVERVIEW The Destination Network (DN) Riverina Murray is one of six DNs recently established across NSW as a result of a review of Regional Tourism Organisations undertaken in 2015 2016 by the NSW Government. All six DNs and their Boards will be set-up and fully operational by end June 2017. DNs are companies limited by guarantee with the primary responsibility for driving the growth of the visitor economy in each respective region to help achieve the NSW Government s overnight visitor expenditure goal for 2020. The operations of DNs are funded by Destination NSW, the NSW Government s tourism and major events agency, and report against a robust KPI and corporate governance framework. The DN has a close working relationship with Destination NSW, primarily via its Regional Division. The DN s role is a destination manager that facilitates visitor economy growth at the local level, through representing and co-ordinating the region s tourism industry. Core responsibilities include industry engagement and industry development, product development, training and education, to undertake a preliminary review of the region s Regional Tourism Fund (RTF) applications to ensure quality/compliance with guidelines, and to work in collaboration with DNSW in the development and implementation of domestic and international regional marketing strategy and campaigns. These activities are undertaken in alignment with the region s local tourism industry, Local Tourism Organisations, Local Government, Joint Organisations and other local organisations and stakeholders relevant to the region. Through active communication, DNs also act as a conduit for all other Government agencies, and commercial partners to engage with the regional tourism industry and vice versa. VISION To make Riverina Murray one of the world s most successful regional tourism and events destinations. MISSION To double overnight visitor expenditure by 2020 and maximise the benefits of the visitor economy for NSW. Riverina Murray Destination Network, Administrative Assistant Page 1 of 8
2. PURPOSE OF ROLE Provide high quality administrative support to the DN Board and the General Manager (GM) and Business Development Manager (BDM) to ensure efficient, timely and professional clerical services. Act as the central point of contact for all general Destination Network related enquiries from industry and tourism associations as well as local government and council. Undertake activities and projects as directed by General and/or Business Development Manager to support the administration function including accounts, invoicing, tracking expenses and budget, preparing documents and reporting, arranging meetings, minutes taking and general team support. Support the delivery and coordination of newsletters, industry advice, product showcases, industry training and education as well as administrative requirements including database management, documentation and records management. 3. KEY ACCOUNTABILITIES KEY RESULT AREA % RESPONSIBILITY Role Specific KPI s Executive & Office Support 30% Develop, implement and co-ordinate administrative processes and procedures to support the efficient operation of the DN Provide high quality and confidential executive administrative support to the GM and BDM Manage the diary and daily schedules of GM, and ensure that urgent matters are prioritised Manage the preparation of correspondence, briefings, reports, presentations and documents to ensure high quality and achieved within the set timeframes Format documentation including reports and presentations Exercise competent relationship management and influence to negotiate changes in priorities and delivery of urgent matters Effective management of correspondence including ensuring accurate management and tracking Assist with requests, collect and collate information from internal and external stakeholders Assistance of collation of Board reports and materials Organise meetings, conferences, business calls, including sourcing and collecting material, ensure the required information is on hand in an easily accessible format. Prepare agendas, papers and minutes, monitor and undertake follow up actions Organise travel and monitor travel arrangements to enable effective use of Support/assistance provided within deadlines in a timely and efficient manner Deliver outputs in a professional manner Schedules and diary management is efficient and practical All material and preparations are implemented as directed and checked for accuracy Priorities and information are managed efficiently and effectively Communications with all guests are professional Confidential information is stored securely and kept confidential Processes are implemented to DN standards and criteria All administration is completed in an accurate and timely manner Records are kept up to date, meeting organised efficiently and minutes issued promptly Enquiries taken and managed in a Riverina Murray Destination Network, Administrative Assistant Page 2 of 8
KEY RESULT AREA % RESPONSIBILITY Role Specific KPI s Product development time and travel budget Manage the IT requirements of the office Effective email and file management Manage corporate credit cards, cab charge reconciliation and mobile phone accounts Welcome guests by greeting them, in person or on the telephone; answering or directing inquiries Develop, implement, maintain and monitor office management and administrative systems including data storage and retrieval Assisting with financial management and tracking including accounts, tracking invoices and monitoring the payment of suppliers to ensure accurate expenditure reconciliation and budget management Organise meetings for DN including Board meetings, large group meetings with local government, councils and associations where considerable liaison is required to source a meeting date. Ensure logistics and facilities required for meeting are in place, tested (where IT is needed) and of a high quality Prioritise and filter incoming requests, phone calls, email and mail, taking appropriate steps to refer matters to the right team member. Monitor and review outstanding issues to ensure that matters are drawn to the attention of the GM and BDM in a timely fashion. Maintain office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies; verifying receipt of supplies Ensure operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques Assistance provided to support DN projects at the discretion of GM Undertake other ad hoc activities as requested by the GM and/or BDM 20% Assist the BDM to organise and deliver product showcases and new product workshops. Assist operators to introduce their products to the industry. Maintain and coordinate a Central Product Database (CPD) of export ready product proficient way DN budget is well managed with shopping carts and purchase orders raised in an effective manner Training is provided where needed Schedules and diary management is efficient and practical Team has accessed to well managed allocation of supplies Issues with equipment are monitored and raised effectively Acts as a strong conduit between external stakeholders to ensure issues are monitored and escalated to GM for action Deliver outputs in a professional manner All material and preparations are implemented as directed and checked for accuracy All issues regarding internal & external processes and daily duties raised and resolved promptly in timely fashion and document as required. Process agreed association and operator interactions per month. Riverina Murray Destination Network, Administrative Assistant Page 3 of 8
KEY RESULT AREA % RESPONSIBILITY Role Specific KPI s Industry Education Training & Communication & Industry Liaison (Relationship Management) Operational and Financial Management (including Reporting) 20% Assist the BDM in the coordination of industry workshops and other capacity building activities to assist tourism operators to develop their skills Organise industry /stakeholder meetings on a regular/scheduled basis to ensure good communications are maintained with regional industry. 10% Maintenance of stakeholder databases including managing the CRM ensuring accuracy related to contact details, contact/conversation details and program delivery. Represent DN in all forms of communication, maintaining good working relationships and networks with internal and external stakeholders, outside contractors and clients Communicate competitor activity to GM and BDM and new product developments to key clients. Respond to and follow up all enquiries by email, telephone and personal visits as required. Responsibility for building and maintaining positive relationships with internal and external stakeholders Demonstrate a strong customer service focus and quality communication and output in all interactions with key stakeholders and external contacts 10% Contribute to the DN, operational and budgetary planning and management process to achieve corporate and strategic objectives. Develop and/or contribute to succinct, timely, informative and accurate briefings, papers and corporate reporting requirement Update and ensure CRM system accurately reflects internal & external customers with whom the position engages Assists the GM and BDM in the co-ordination of day-to-day finance tasks. Be proactive in suggesting areas for improvement in internal processes along with possible solutions Ensure tasks undertaken adhere to all policies and procedures, including Occupation Health & Safety operational plan requirements Provide completely updated Database Provide advice which relevant to each request. Assist agreed new export ready products Distribute agreed newsletters per year Organise all inspections when required Support the delivery of workshop presentations to industry per year in line with DN Annual Plan. Database is 95% accurate at all times (min) Competitor activity monitored on a monthly basis All customer requests responded to within 24 hours Monthly report on expenditure and revenue generated is accurate Operational improvements identified and actioned All internal and external reports accurate and delivered to deadline All audit or compliance guidelines are adhered to and any issues resolved Budget expenditure approved prior to commitment of activities Continual financial monitoring and Riverina Murray Destination Network, Administrative Assistant Page 4 of 8
KEY RESULT AREA % RESPONSIBILITY Role Specific KPI s As a DN agency representative, adhere and comply with all DN and local government and council policies and procedures Ensure all physical and electronic business records are stored securely and maintained in recordkeeping system as mandated by DN feedback as required Adhere to DN Policies and Procedures. Appropriate storage of all files and documentation maintained All performance issues addressed in a timely fashion and documented as required Team Work and Collaboration 10% Foster a collaborative team spirit focused on service delivery to both internal and external clients Ensure all requests by the DN are given top priority and that requests are accurately communicated to the GM, BDM and other relevant staff / stakeholders Proactively keep up to date with issues that may impact the DN and Visitor Economy and actively participate as team member, contributing to and undertaking special projects and activities, as required Represent DN at industry, government, council and public forums and on working parties and committees Promote teamwork and achievement of common purpose by encouraging all team members to share information and ideas. Proactively contribute to DN objectives and results DN represented in an appropriate manner Contributes effectively to DN operations Information and advice provided to other in a timely manner 4. KEY CHALLENGES Provision of a high level administrative support services concurrently to a number of projects while under the pressure of tight deadlines, heavy workloads and unexpected peaks and troughs. Working with a high degree of professionalism, discretion and diplomacy, to ensure that sensitive matters are treated appropriately with minimum disruption to the GM and BDM. Screening incoming calls to the office, dealing directly with routine requests / enquiries and ensuring that staff time is not wasted with unwanted or misguided enquiries and issues. Keeping abreast of DN related administration/process directives and issues that impact on the work of the GM and BDM. Keeping up to date with changes in technology particularly in the area of software for presentations and databases. Keeping up to date with the latest research on market needs to ensure that the DN s priorities keep up with what the consumer requires. Maintaining confidentiality and working efficiently and productively whilst under pressure to meet conflicting demands. Assist the BDM in developing product and assisting the GM and BDM to influence external organisations to ensure they adopt and become committed to, and involved in relevant DN programs and projects. Riverina Murray Destination Network, Administrative Assistant Page 5 of 8
Coordinating competing priorities, participating in a range of projects and programs, and meeting service requests for advice and assistance to ensure long-term outcomes are achieved and the needs of clients are met. Dealing effectively and efficiently in relation to the frequent contact required with senior people in local government, local council, private sector and stakeholders within the tourism industry and market. Building and maintaining productive relationships with other tourism industry, government agencies, organisations and stakeholders. This will also include industry development initiatives. 5. KEY RELATIONSHIPS REPORTS TO General Manager, Riverina Murray Destination Network Business Development Manager, Riverina Murray Destination Network (in the absence on General Manager) DIRECT REPORT/S Nil INTERNAL Communicates regularly with the GM and BDM to seek guidance and determine work priorities and provide information. Ensures all requests by the GM and Board are given top priority and that requests are accurately communicated to the GM and other relevant staff / stakeholders. Exchange information, co-operate on joint activities and arrange meetings with relevant internal stakeholders. Within the DN, the position acts as a communication link to ensure the smooth flow of information between the GM, Managers and staff. EXTERNAL o Liaises with external stakeholders to organise and co-ordinate activities, meetings, trips and other activities. o In supporting the work of the DN, deals regularly with local government agencies and councils to gather information and assist in dealing with DN related issues. o Communicates with a variety of external organisations including visitor information centres, tourism associations and industry associations and a range of service providers. 6. ROLE DIMENSIONS DIRECT REPORTS: Nil BUDGET: Nil Riverina Murray Destination Network, Administrative Assistant Page 6 of 8
7. DECISION MAKING AUTHORITY DELEGATIONS Nil INDIVIDUAL DECISION MAKING Determines the priorities of the position, taking into account the daily work needs and requirements of the GM and BDM. Exercises discretion and judgement in arranging meetings and appointments in referring telephone enquiries, email, correspondence and providing information. Expected to identify key issues and resolve potential conflicts at an early stage. Manages the day to day operation of the DN office when the GM is absent from the office. Works with BDM to identify product opportunities. Maintains awareness of, and assesses political risk involved in development priorities and actions. Determines day to day work priorities including work to be undertaken for projects. IN CONSULTATION DECISION MAKING Make recommended improvements and constructive changes to work systems, processes and procedures. Provides well researched and considered advice for key issues and recognises situations where the GM may require a briefing or relevant support to resolve them. Manages the diary of the GM and schedules meetings and appointments when considered appropriate. Provides input, feedback and options for projects managed within the DN. Recommends products and experiences for inclusion in appropriate marketing programs. Provides input on product related projects which are being managed by DN. 8. ESSENTIAL REQUIREMENTS QUALIFICATIONS Relevant Tertiary qualification in administration or relevant experience. EXPERIENCE Previous experience in supporting General Manager level and including experience in handling confidential and commercially sensitive material in a professional and discrete manner. Demonstrated experience in delivering high quality administrative, office procedures and support services. Demonstrated experience in working collaboratively with colleagues, as well as building and maintaining effective relationships with stakeholders at all levels Thorough working knowledge and awareness of the tourism industry and demonstrated experience in supporting tourism product development. Riverina Murray Destination Network, Administrative Assistant Page 7 of 8
Experience in delivering industry education, training and presentations to groups. Well-developed understanding of the interrelationship between the three tiers of Government and their roles in tourism. SKILLS AND COMPETENCIES Demonstrated planning, organisational and time management skills and experience in managing a high volume workload and meeting competing priorities A track record in managing the finances of a small office such as accounts receivable and payable, record keeping and reporting. Exceptional interpersonal, oral and written skills at an Executive support level Advanced MS Office skills including MS Word, MS Excel, MS PowerPoint and using database software Excellent written and effective communication skills with the ability to liaise with a wide range of senior clients and stakeholders by telephone, letter or face to face Sound administrative skills and ability to prepare high quality correspondence which complies with required procedures including Ministerial, reports and briefings Ability to plan and prioritise workload with minimum supervision, plus deal with confidential and sensitive issues and sufficient experience to exercise independent judgement Capacity to work effectively under the pressure of time constraints, meet high work volumes within a team environment and manage a range of conflicting priorities Has the ability to find the most effective and efficient way of dealing with tasks. OTHERS Current!ustralian Driver s licence. Riverina Murray Destination Network, Administrative Assistant Page 8 of 8