Position Title

Central Reservations

Reports To

International Guest Services Supervisor

Direct Reports

None

Objective of Position

To provide effective, efficient and accurate daily admission procedures, whilst demonstrating excellence in guest service.

Key Result Areas

1.

Offer exceptional guest service as your top priority to both internal and external guests.

2.

In the capacity of your role, provide the highest quality service and environment for people of all ages and culture.

3.

Be prompt and arrive ready for your assigned shift. Obtain the appropriate keys from Security and open Reception area making sure you check all appropriate trays for any bookings.

4.

Perform accurate, efficient and safe operation of all daily processes from opening to closing, maintaining exceptional customer service.

5.

To assist all guides and international guests with efficient and accurate information to the best of your ability. This may include park familiarisations, tree planting events etc…

6.

Process the international Daily Booking Sheet for the day of your shift.

7.

Process any bookings that you may receive throughout the day correctly then confirming those bookings to the appropriate company.

8.

Providing information to the best of your knowledge to all guests both via telephone and face to face. This will include both Wonderland and the Australian Wildlife Park enquires including bookings and amendments.

9.

Respond to all guests needs or complaints in a professional manner at all times, bearing in mind both the guests’ and organisations’ requirements. Follow through with the appropriate action.

10.

Disperse the International Daily Booking Sheet each afternoon to the appropriate managers and outlets.

11.

Follow all safety procedures, policies and signage to ensure a safe and efficient arrival of all guests and staff into the park.

Each employee of Wonderland Sydney has the responsibility to ensure that their actions at work do not endanger the health, safety and welfare of others at work. Additionally all employees are expected to comply with all reasonable directions from their manager or supervisor in the interest of health and safety.

Employees will also be accountable to their supervisor and manager for:

• Keeping their workplace clean and tidy.

• Complying with all site safety rules and safety signage.

• Complying with all standard work method statements.

• Cooperate in all site programs aimed at improving workplace health and safety

• Interfering with anything provided in the interest of health and safety.

• Reporting all accidents and incidents to their supervisor.

• Reporting all hazards they identify to their supervisor.

• Participating in workplace consultative meetings.

• Participating in the development and review of standard work method statements.

12.

Perform additional duties as directed by the Team Leader and/or Guest Services Manager.

General Considerations

• Central Reservations must have previous cash handling skills along with exceptional customer service experience. Knowledge of a second language is a plus. This is a frontline position where first impressions last, therefore the staff member must be confident in dealing with guests on an on-going basis.

• Ability to cope in high-pressure situations.

• Exceptional interpersonal communication and presentation skills are essential, as well as being able to follow directives with minimal supervision.

• Must understand and follow the requirements of the Employee Handbook and the Central Reservations Manual.

• In depth knowledge of the park is imperative, including safety policies, locker hire, stroller/wagon/wheelchair hire, etc.

Performance Measures

1. Central Reservations performance is measured through standard of guest service offered.

2. Abilities to perform daily requirements and tasks.

3. Feedback from guests and managers

4. Accuracy of bookings

Date Reviewed

February 2003

Author