Job Description Template - South Australian Tourism Industry Council

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Australian Tourism Accreditation Program (ATAP) for their business. • Providing ... Computer, including various softwa
Position Description - SATIC

Job Title:

Industry Programs Coordinator

Reporting To:

Service Excellence Manager

Location:

Adelaide

Date Prepared:

January 2017

PRIMARY PURPOSE The primary purpose of the Industry Programs Coordinator lies within three key programs, Tourism Accreditation, Tourism Awards and the Service Excellence Program. This position assists the Service Excellence Manager with the execution of these programs and specifically the coaching and assistance of tourism businesses and accredited members with the process of tourism awards and attaining tourism accreditation. This position also involves the approval of Tourism Accreditation, assistance with tourism policy, awards, events, workshops and training programs as well as SATIC membership whilst operating everyday administration duties with professionalism, good work ethic and exceptional customer service.

RESPONSIBILITIES The Industry Programs Coordinator position involves two key areas of responsibility and two areas of support, as well as other identified tasks: 1. TOURISM ACCREDITATION PROGRAMS Overseeing the day to day operations of the tourism accreditation programs for SATIC including the mentoring, delivering and auditing of all accreditation programs that include ATAP – Eco -Tourism, Climate Action Certification, Camp and ROC Accreditations. Whilst achieving the set annual growth KPI targets for the program as outlined in the quarterly performance review. • Daily online monitoring and actioning of the ATAP programs • Ensuring accreditation documents are up to date, including maintenance of related databases i.e. Maximiser, ATAP, SharePoint • Managing, assisting and supporting members through the online accreditation process including renewals and invoicing • Organising and supplying member packs with accreditation certificates • Assisting tourism operators and owners to understand, interpret and apply for the Australian Tourism Accreditation Program (ATAP) for their business • Providing industry advice to tourism operators and owners relating to accreditation,

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marketing, membership, e-tourism and customer service Proactively seek new business to obtain ATAP programs as well as encourage the adoption of other accreditation programs where applicable Conducting on-site audits of the accredited Visitor Information Centres and businesses when due Administrative and other duties as required to deliver the program outcomes.

2. TOURISM AWARDS Promotion of the Tourism Awards Program including increased nominations and submissions across all categories as outlined in the annual growth KPI targets for the program and identified during quarterly performance reviews. • Identify marketing activities to promote the program and increase participation including working with key stakeholders to identify opportunities • Ensure Tourism Awards documents are up to date including the production of Tourism Award collateral to promote the program • Provide industry advice and assistance to tourism operators to understand, interpret and enter the state tourism awards program by providing support throughout the awards process and a high level of customer service • Manage business through the awards process by maintaining communication and contact with tourism awards’ entrants including assistance with conversion and transition of business from registration through to completion of the program. • Coordinate the judges and judging program including all supporting collateral and daily allowance management • Proactively seek new businesses to enter the tourism awards • Administrative and other duties as required to deliver the program outcomes including maintenance of tourism award related databases i.e. E-Awards Portal, Maximiser, SharePoint, 3. SERVICE EXCELLENCE PROGRAM Assist the Service Excellence Manager to coordinator the Service Excellence Program Workshops including preparation and distribution of invitations, liaison with venues, managing event registrations (before and at workshops as required), recording of attendances on Maximiser, recording of non-member registrations on potential member’s database, recording operators on One on One database and attending workshops and undertaking One on One Business Coaching when required. • Promote workshops and assist with other activities associated with the program delivery • Proactively seek businesses to register to attend the Service Excellence Workshops programs • Identify opportunities to increase registrations • Prepare workshops collateral for distribution • Update weekly payment spreadsheet for accountant (Tuesdays and Thursdays) • Organise and schedule One on One Business Coaching sessions 4. MEMBERSHP PROGRAM Assist the Manager Membership and Events with the administration associated with the SATIC Membership Program and reconciliation including recruitment, renewals and cancellations process. • Chasing up monthly membership renewals via phone and email and updating the ATAP monthly Outstanding Payments spreadsheet.

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Producing and emailing invoices from Xero using templates provided including emailing and phone call reminders are required Cancelling membership, writing off invoices and updating databases as required. Identifying opportunities to increase SATIC membership Administrative and other duties as required to help deliver the program outcomes including maintenance of related databases i.e. Maximiser, SharePoint. Xero

5. ADMINISTRATION AND OTHER • Back up on reception and undertake duties which include answering the office phone and greeting clients • Assist with SATIC events, policy development, training and development programs. • Administrative and other duties as required including maintenance of related databases i.e. Maximiser, SharePoint, Xero.

RELATIONSHIPS Internal Service Excellence Manager – Daily interaction To discuss targets, progress, upcoming tasks, outcomes and issues needing attention General Manager – Daily interaction To provide updates, targets, reports and discuss progress Manager, Membership and Events – As required To discuss upcoming events, membership, awards and tasks requiring action and outcomes Communications & Sponsorship Manager – As required To discuss communications, partnerships and sponsorships Communications & Administrations Officer – As required To discuss reception relief work, financials, planned communications SATIC Board – As required To discuss reports and program updates SATIC Accountants - Weekly To discuss membership, accreditation and award payments and reconciliation.

External SATIC Members – Daily interaction Assist with the communication, support and assistance of awards, events, workshops, accreditation, ATAP and general enquires. Tourism Industry – Daily interaction

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General communication, support and assistance of awards, workshops, accreditation, ATAP and general enquires. Tourism Industry and Key Stakeholders - Daily interaction General communication, support and assistance of awards, workshops, accreditation, ATAP and general enquires. SATC - As required General communication regarding awards, workshops, accreditation, ATAP, VIC Audits and general enquires.

EQUIPMENT OPERATED/TECHNOLOGY USED ➢ ➢

Computer, including various software and Microsoft Office Suite Telephone, fax, photocopier, etc.

QUALIFICATIONS ➢ Tertiary qualifications in Tourism, Marketing, Events and Business or similar relevant discipline.

SKILLS & COMPETENCIES Essential • • • • • • • •

Tourism and events knowledge/experience - to ensure the skills, knowledge and experience to undertake the role and tasks involved with the programs. Exceptional time management, planning and organisation skills with the ability to work to deadline under pressure Administration and business experience is necessary. Well-developed administration skills from having worked in an office environment are essential Computer skills including Microsoft Office Suite and a good understanding of various booking and social media platforms are preferred Outstanding work ethics, professional and a high level of customer service skills Capable of learning quickly with the ability to work with limited and/or no supervision Interpersonal and team work skills High attention to detail and multi-tasking abilities

Desirable • • • •

Understanding of the tourism industry in South Australia Experienced in working in a small office environment Experienced working for a not for profit organisation Event assistance experience

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Report writing experience and general correspondence Relevant other experience associated with project work or program delivery.

SPECIAL CONDITIONS • • •

Some out-of-hours work and overnight stays in regions will be required Current Class 1 Drivers licence and willingness to drive long distances in remote areas alone is required. Some intrastate and interstate travel will be required.

OFFICE LOCATION South Australian Tourism Industry Council Level 3, 185 Victoria Square, GPO Box 2071, Adelaide SA 5001 P (08) 8110 0123, e [email protected] www.satic.com.au

Authorisation Employee Signature

Date

Employee Name

General Manager Signature

Date

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