This is an Aboriginal or Torres Strait Islander designated position, classified under special measures of section 2.12 of the Equal Opportunity Act 2010. Only Aboriginal and/or Torres Strait Islander people are eligible to apply.
DUTIES / RESPONSIBILITIES Under general direction and supervision: • As the first point of contact with visitors to the National Arboretum Canberra, you will provide services and information regarding the programs, exhibitions and facilities available to ensure a consistent and first-rate experience for all. • Deal with first level enquires and issues and, where necessary, competently direct visitors to appropriate sources for further or more detailed information. • Provide services in the operational areas of ticketing, including selling tickets, processing bookings, handling cash and reconciling takings. • Support the National Arboretum Events and Community Engagement Team in the delivery of Educational programs, School Holiday programs and workshops, event general tours to a range of visitors from pre-school age through to adults, event set up and pack down and administration as required. • Be responsible for enforcing regulations and procedures governing the protection of public areas and exhibits, the safety and security of visitors and staff. • Maintain and update manual and computerised information systems associated with visitor services processes and systems. • Work collaboratively with staff to maintain day to day operations of the Village Centre including: - provision of first aid and emergency response procedures. - facilitating bookings for regular guided activities using cloud-based software - monitoring inbox, replying, and escalating requests as required - facilitating communication between clients / visitors and the appropriate staff members or contractors; and - upsell and promote Arboretum experiences and products - assist with events as required including but not limited to: moving event signage, physically moving exhibition panels, interpretation units, furniture, tables, etc. - supporting volunteer colleagues, associated activities and using volunteer database Better Impact • Act in various roles under the Emergency Control Organisation including but not limited to: Chief Fire Warden, Deputy Chief Fire Warden and First Aid Officer in addition to being the first point of contact for customer queries and emergency situations. • Understand and work within the ACTPS Code of Conduct and ACTPS values of respect, integrity, collaboration and innovation, and model behaviour consistent with the ACTPS Respect Equity and Diversity framework. • Contribute to continuous improvement by providing feedback, updating Standard Operating Procedures and related tasks. • In addition to holding a First Aid Certificate, maintain Emergency Response and Fire Panel training • Obtain and maintain a public vehicle driver (O) license in order to drive the National Arboretum’s Tourist Bus: Ngala Tours. • Maintain availability for weekday, afterhours, public holiday and weekend work, including for rostered activities as well as at short notice to cover unplanned leave. • Adhere to all obligations, responsibilities and legislative requirements under the current Work Health and safety (WHS) Acts and regulations, ensuring all areas under supervision are monitored for WHS risks and hazards and are reviewed regularly. • Other ad hoc duties as required
Desirable: • Demonstrated skills and experience in a front of house/concierge role as well as delivering education, school holiday and public programs. • Demonstrated experience working in a cultural institution, customer/community service, events or tourism role. • An understanding of the role of outdoor and nature-based education and recreation activities. • Availability for a minimum of 4 days per week (combining weekend and weekday) to allow for rostering across the Arboretum’s range of programs and events.
As a casual Visitors Services Officer, the successful candidate will have availability for weekend, weekday, afterhours and public holiday work and will provide frontline customer service and staff the Information Desk in the Visitors Centre. You’ll be the face of the National Arboretum Canberra for our visitors providing 5 star customer service as you deliver educational programs, tours, workshops and greet visitors to the Village Centre.
National Arboretum Canberra