About the Role
We are currently searching for an experienced and motivated Customer Service Manager / Duty Manager to join and lead our lively close‐knit team on a full‐time 12‐month fixed term contract with the opportunity to extend at Harbord Diggers Club, located in Freshwater, NSW!
As a Customer Service Manager, you will oversee all day‐to‐day operations throughout the venue overseeing Food, Beverage, Gaming, Member Services, Dock & Cellar, and Kitchen to ensure memorable moments are created with all visitors by effectively supervising, training and providing on‐going development opportunities to the team.
Responsibilities
* Venue management including guest experience, appearance, security, professional leadership
* Leadership role that will see you motivating, coaching, mentoring and developing a strong and dynamic team with a focus on delivering exceptional service standards
* Talent management and succession planning
* Ensure compliance with the Registered Clubs Act, Liquor Act, Food Act, RSA, RCG, HACCP and Gaming Regulations
* Liaise with relevant stakeholders as necessary to ensure smooth day‐to‐day operations
* Coordination of rosters ensuring operational needs are met
* Ensure continuous improvement of our service delivery
* Attend and manage customer complaints and issues
* Organisation of workflow
* Supervision of employees including training and development as well as oversee and manage the employee performance life cycle
* Completion of accurate Risk Manager reporting
Qualifications
* Previous experience leading daily operations within a similar role in the Hospitality Industry
* Current certification in Responsible Conduct of Gaming (RCG), Responsible Service of Alcohol (RSA), First Aid & Advanced Resuscitation – or willing to obtain
* Strong understanding of the Registered Clubs Act, Liquor Act, Food Act, RSA, RCG, HACCP and Gaming Regulations to ensure the Clubs compliance
* Strong leadership skills that encourage a supportive work environment
* Passion for delivering exceptional guest experiences
* Exceptional people management, relationship building, and verbal & written communication skills
* Computer literacy
* Great conflict resolution abilities
* Availability to work a flexible roster, including days, nights and weekends
* 4‐day rotating roster across the work week with 3 days off per roster week.
Benefits
* Supportive and inclusive team and culture
* Free onsite parking
* Ongoing learning and development opportunities
* Uniforms provided
* Discounted gym membership
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