Visitor Services Team Lead: Engaging Guest Experience

Council Jobs; Ballarat; Presencial; AUD 77.000 - 88.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning and development programs

Flexible work policies

Employee benefits program

Descripción de la vacante

City of Ballarat is seeking a Visitor Services Team Leader to oversee daily Visitor Centre operations, supervise staff and volunteers, and deliver high-quality information to visitors. You will coordinate service delivery across locations and work with local operators to promote Ballarat as a vibrant destination.

You will lead a skilled team, ensure safety and procedures are followed, and contribute to an outstanding visitor experience through strong organisational and communication skills.

Formación

• Experience supervising customer service in a visitor-facing environment.
• Knowledge of local attractions and regional visitor needs.
• Strong organisational and administrative skills for daily operations.
• Proficiency with digital tools, POS and ticketing platforms, and MS Office.
• Excellent interpersonal and professional communication with diverse visitors and groups.

Responsabilidades

• Coordinate day-to-day Visitor Centre operations to ensure consistent service and visitor experience standards.
• Provide daily supervision and direction to staff and volunteers to maintain a positive team environment.
• Deliver accurate, customer-focused visitor information across all channels using established processes.
• Assist with onboarding and training of new staff and volunteers while ensuring procedures and safety requirements are followed.
• Maintain POS systems, ticketing platforms, data records, and administrative processes for smooth workflows.
• Coordinate stock levels and merchandise displays across multiple sites within guidelines.
• Coordinate mobile delivery of visitor servicing for major events.
• Apply procedures and safety protocols, escalating complex issues to the Visitor Economy Officer.
• Engage with community groups and local operators to support centre activities and a welcoming environment.

Conocimientos

Customer service

Team leadership

Staff supervision

Interpersonal communication

Herramientas

POS systems

Ticketing platforms

MS Office

Descripción del empleo

City of Ballarat is seeking a Visitor Services Team Leader to oversee daily Visitor Centre operations, supervise staff and volunteers, and deliver high-quality information to visitors. You will coordinate service delivery across locations and work with local operators to promote Ballarat as a vibrant destination.

You will lead a skilled team, ensure safety and procedures are followed, and contribute to an outstanding visitor experience through strong organisational and communication skills.