About the Great Ocean Road Coast and Parks Authority
The Great Ocean Road Coast and Parks Authority (the Authority) was established on 1 December 2020 to deliver better protection and management of the iconic coast and parks of Victoria’s Great Ocean Road.
In partnership with Traditional Owners, our role is to manage, protect, rehabilitate and foster resilience of the natural, cultural and heritage values of coastal Crown land and marine waters along the Great Ocean Road.
As a public land manager for the Great Ocean Road coast and parks, we manage a wide variety of public land from National Parks to coastal beaches to town foreshores. We also lead visitation policy and planning for the scenic landscapes along the Great Ocean Road to manage visitation and provide a great visitor experience.
All revenue raised through our commercial endeavours is reinvested into the coast to ensure the Great Ocean Road region can be enjoyed now and for generations to come.
Accommodation Services Team
Our ten self-managed coastal Caravan Parks and Cape Otway Lightstation generate the majority of the Authority revenue. We are the single largest accommodation provider on the Great Ocean Road with over 800,000 visitor nights annually. Situated adjacent to some of the most spectacular beaches on the coast, we offer a range of accommodation options for families, tourists, students and visitors.
Purpose of the position
The Senior Customer Service Officer is accountable for the excellent service and customer satisfaction including customer needs and guest requirements. The Senior Customer Service Officer is responsible to assist in leading the day-to-day front-of-house reception duties of the Lorne Caravan Park.
Key responsibilities of this position include:
- Receiving and making booking reservations using the Rooms Management System (RMS) software system - via phone, email, on-line and in person
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Face to face customer liaison at the Parks including provision of information, dealing with customer complaints, handling cash monies, receiving maintenance requests and other customer interactions as may be required
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Dealing with customer correspondence and enquiry via email and phone
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Handling cash transactions and report preparation for daily banking
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Advising management of customer issues as soon as able and in the format directed by the Park Managers to ensure an efficient and timely transfer of information
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Consistently providing friendly, efficient and empathetic customer service ‘face’ to the customer.
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Handling cash sales for kiosk items, souvenirs, tour bookings or other types of transactions as may be required
Qualifications and experience:
- Trade certificate or diploma relevant to Hospitality or the Tourism industry.
- Team supervision experience and leadership attributes (desirable)
- RMS booking software experience
- Demonstrated administrative skills and extensive customer service experience in a hospitality or retail environment involving front of house duties.
Knowledge and skills:
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Excellent oral and written communication skills, including an ability to communicate with people across a broad range of backgrounds.
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Demonstrated ability to work effectively, both individually as part of a small, cohesive team.
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Proactive approach to problem solving.