WILDERNESS ADVENTURE EXPERIENCES | CAMPING & ACCOMMODATION | AGISTMENT | EVENTS

69 Cooks Rd, Glenworth Valley NSW 2250 p: 02 4375 1222 e: adventures@glenworth.com.au www.glenworth.com.au
Thank you for enquiring about our Permanent Reception Adventure Consultant role at Glenworth Valley Wilderness Adventures

(GVWA), Australia’s largest horse riding and wilderness adventure centre. We are currently offering this role as either:

• A Permeant full-time, 40 hours per week position to be worked across 5 days.
• A Permanent part time, 32 hour per week position, to be worked across 4 days.

WHO WE ARE LOOKING FOR

We are looking for an outstanding Permanent Part Time Reception Adventure Consultant to join our friendly team who enjoys
providing high quality customer service in a happy, welcoming, and professional manner who is highly organised and has meticulous
attention to detail and enjoys being customer facing. All applicants must be non smoking and will be assessed using the answers
provided in the GV application form and against the list of key result areas in the position description.
This role has the option for either 4 or 5 permanent days per week available, based on the applicants preference.

POSITION DESCRIPTION

Title: Reception Adventure Consultant
Reports to: Administration Manager
Direct reports: N/A
Hours: The Permanent hours of employment are either 8.30am – 5.00pm or 9.00am – 5.30pm 4 or 5 days a week
(to be agreed upon on commencement based on applicants preference).
Grade: Grade 3
Breaks: Lunch 30 minutes
Last Updated: October 2024

PERFORMANCE OUTCOMES

Customer Service & Sales • Promote, cross-sell and upsell Glenworth Valley Outdoor Adventure experiences for all
customer facing, phone, Facebook and email enquiries in a high-quality manner that

encourages customers to participate in our activities

• Maximise the conversion of horse riding, quad biking, kayaking, abseiling, laser skirmish,

camping, accommodation, lessons and school holiday camps enquiries into sales/bookings

• Go above and beyond to provide customers with the most accurate and informative

information.

• Consistently provide excellent quality customer service in a happy, helpful and professional

manner

• Attend to all phone, email, Facebook, and in person customer enquiries in a prompt,

professional and courteous manner

• Use customer service and conflict resolution techniques to respond to customer complaints

and feedback, where necessary escalating or seeking advise from the appropriate
department manager.
Administration and Business • Attend to all correspondence in a prompt and courteous manner
Support • Assist with data entry, photo program and customer survey programs

• Log all incident reports and ensure they are followed up and finalised by others

• Prepare camping documentation/information and allocations
• Where necessary, assist with coordinating cabin cleaning rostering and cleaning supply

ordering

• Wherever possible, provide administrative support to the Senior Adventure

Consultant/Admin and other managers and team members

• Assist customers with use of ware wolf and photo flow and troubleshooting any issues that

may arise.

• Where necessary seek assistance from your surrounding team to manage demand in peak

periods.

• Actively communicate any customer feedback or improvements to the appropriate

department, raising it with higher management in major situations or where a matter

remains unresolved

• Provide support, mentoring, training and supervision of the work performed by new or

casual team members.

• Team coordination to ensure the most efficient and effective operations.
• When necessary, assist in the backfill of other Admin team members roles.

Booking System Support • Enter bookings into our online reservation system with a high degree of accuracy and

efficiency

• Ensure all bookings have been paid for and pre-authorisations completed before customers

arrive for their activities

• Attend to booking requests and queries from 3rd party booking agents
• Assist with booking a range of events and large group bookings such as gymkhanas, school

holiday camps, agisters, team and family Christmas party etc.

• When necessary, assist with lessons and camps, including timetables, bookings and

reconciliation of attendee’s certificates and liaising with instructors and customers

• Where necessary print customer manifest sheets for lesson and camp instructors

Event Centre Reception • Responsible for the opening and closing of the Reception Check-in area, Shop and the entire

building, by adhering to the opening and closing procedure

• Check-in customers and answer customer enquiries in an efficient and professional manner
• Check in and direct campers where to set up their camping sites, including important risk

warnings, using discretion to provide the most important information and adjusting

allocations based on capacities and demographic of the groups.

• Responsible for selling, ordering, stock taking and stocking food, beverages, camp supplies,

alcohol and merchandise

• Responsible for maintaining a daily float, reconciling the till and providing a daily banking

report

• Assist with regular stock takes and stock entry for all items that in our stall and placing new

stock orders.

• Assist to ensure the high quality curation of the most suitable items and stock for our shop,

ensuring the best possible profit optimisation outcomes

• Take pride in your area consciously ensuing the cleanliness of the Event centre and its

surrounds at all times

• Proactively manage the flow and traffic around the Event centre, directing groups to

alternative picnic locations where necessary
Work Health and Safety • Immediately report any and all health and safety related issues which have been

communicated to you to management.

• Provide basic first aid to guests in need following all first aid procedures.
• Reflect, in attitude and performance, the standards Glenworth Valley Wilderness Adventures

requires thereby acting as a role model for other team members

• Perform all work with a high attention to detail and an absolute focus on appropriate safety

standards and practices

• Accurately document all incidents and near misses in a timely manner according to company

policies and procedures

• Exercise sound judgement and proactive safety focus in the carrying out of tasks and

responsibilities in accordance with the WH&S requirements of the role.

POSITION QUALITIES, SKILLS AND GENERAL REQUIREMENTS

Essential Qualities and Skills • Capable of providing outstanding quality customer service

• Excellent written and verbal communication skills
• Exceptional attention to detail
• Competent in customer resolution and complaint handling training and response
• Competent with PCs, particularly Word and Excel
• Experience with general office administration duties and procedures
• Methodical and highly organised and able to prioritise and work at a hectic pace during busy

times

• Problem-solving ability and initiative
• Someone who is happy, enthusiastic and enjoys working with a friendly team of people in a

fun environment and who can also work autonomously

• RSA certificate
• Working With Children Check

Desirable qualities and skills • Capable of following complex instructions and procedures

• Performs work subject to only final checking under limited supervision
• Has the ability to co-ordinate work within a small team environment, including the

coordination of service in accordance with event orders and run sheets

• Can perform a greater variety of tasks competently in accordance with established

procedures within their work classification.

• Holds current first aid certificate and capable of coordinating first aid and major incident

responses in emergency situations in accordance with incident response procedures.

• Experience using online reservation/booking systems
• Knowledge or interest in horse riding, kayaking, abseiling and quad biking activities
• Knowledge or experience in the tourism, recreation, or hospitality industries

General Requirements • Must be available to work full time during school holidays

• Own transport
• Work as directed
• Glenworth Valley is a non-smoking work environment

PURPOSE OF THE ROLE

Provide excellent quality customer service as the first point of contact for customer facing, phone and email enquiries in a manner
which maximises the conversion of enquiries into bookings. Execute a high standard of administration skills, business support
functions and team member supervision related to effectively and accurately manage the high volume of customer enquiries and
bookings that we receive. Service our reception desk with a welcoming and positive greeting and to manage the transactions and
stock taking/ ordering for our Valley Shop.

(GVWA), Australia’s largest horse riding and wilderness adventure centre. We are currently offering this role as either:

• A Permeant full-time, 40 hours per week position to be worked across 5 days.
• A Permanent part time, 32 hour per week position, to be worked across 4 days

requires thereby acting as a role model for other team members

• Perform all work with a high attention to detail and an absolute focus on appropriate safet