BIG4 Castlemaine Gardens is the largest accommodation provider in Castlemaine and is a member of the dynamic, national BIG4 Holiday Park franchise. We have won multiple tourism awards in recent years from Victoria Tourism and the Victorian Caravan Parks Association.We’re in the heart of vibrant Castlemaine, next door to the town’s Botanical Gardens. We provide stunning glamping, villa and studio accommodation as well as powered, unpowered and ensuite camping and caravanning sites.Our guests come from around the country and love us for the peaceful parkland environment we offer and the impeccable service our great team provides.Position OverviewThe Guest Services and Engagement Officer will play a key role in creating and delivering outstanding, memorable guest experiences. Professional guest engagement and liaison will ensure every guest feels welcomed and valued from arrival to departure. Creative, relevant activities, events and offerings, carefully targeted to the needs of varying guest markets and interests, will deliver exceptional guest experiences.What We’re Looking ForExperience in a customer-facing service role/s is required and experience in hospitality, tourism or event management is preferred. Training in the specialised tourism software we use and how an award-winning caravan park operates will be provided.The role encompasses:Guest Services and Engagement:Create, coordinate and deliver activities and events for a wide range of guests, including children/families, retirees, clubs and groups;Deliver outstanding customer service, from guest arrival to guest departure, with a focus on achieving positive outcomes and experiences for all guests;Proactive guest liaison to understand and identify guest requirements, expectations and interests and respond via tailored information and recommendations about the park, park activities and local attractions;Event management including sourcing and liaising with external service providers to create memorable and relevant offerings for guests, strict budget management, OHS management, and event itineraries, set up and take down;The ability to survey, monitor, review and respond to guest feedback, track engagement metrics and report to management on guest participation rates across park activities and guest satisfaction levels;In-Park Guest CommunicationCommunicate the guest events and activities schedule to guests effectively and in a timely manner across multiple platforms to ensure awareness and participation;Communicate effectively with the team to ensure it is fully aware of any specific guest requirements/needs, and the activities and events schedule.Administration SupportAs required, provide support for business administration and front-of-house including general reception duties;Ensure the park’s facilities, common areas and activity spaces are clean, safe and welcoming for all guests at all times.What we offer:Regular social activity with the park owner and teamA beautiful workplace environment: a 2.75-hectare holiday park sitting alongside the Castlemaine Botanical GardensAn opportunity to play an important role in the continued growth and development of an award-winning tourism business.Personal Attributes and CompetenciesWillingness to assist and support members of the team and a team environmentPositive approach to changeAbility to multitaskOutstanding attention to detail.OtherSound knowledge of Microsoft Office Suite requiredBasic knowledge of hotel management software well regardedWorking With Children CheckIf this sounds like you, apply now through Seek. Please send us a copy of your resume and a cover letter outlining how you tick off the points we’ve listed above.We’re looking forward to hearing from you!
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