About the Role
The Duty Captain oversees daily facility operations during their rostered shift, ensuring the safety and experience of all customers.
They manage all aspects of facility management, including cleanliness, presentation, service quality, and safety.
This role requires proactive leadership, excellent communication skills, and the ability to make timely decisions.
The Duty Captain is responsible for providing visible leadership and direction to staff, ensuring that all areas of the facility are operating efficiently and with the highest possible level of service.
They will take pride in managing community assets and ensure they are presented immaculately and maintained to the highest standards at all times.
This position will work relentlessly to implement our purpose and values, connecting with our team to achieve outstanding service delivery.
Main Responsibilities:
1. Conduct regular internal and external facility walkthroughs to monitor cleanliness, presentation, service quality, and safety.
2. Ensure the highest levels of cleanliness and presentation at all times.
3. Troubleshoot plant and equipment issues.
4. Engage approved suppliers for maintenance as required, minimising downtime.
5. Detailed and timely reporting of maintenance items to relevant stakeholders.
6. Liaise with user groups and service delivery staff to direct and coordinate activities.
7. Staff leadership and supervision across the entire service delivery team.
8. Ensure compliance to all shift checklists.
9. Coordination of staff rosters, breaks, and changes.
10. Educate staff on shift activities to ensure preparedness.
11. Support staff to maximise sales opportunities.
12. Assist staff to minimise wait times.
13. Ensure the facility opens on time and programs start on time.
Health and Safety:
1. Maintain an understanding of Occupational Health and Safety and Environmental Management Systems.
2. Implement and monitor compliance to policies and procedures.
3. Investigate incidents and implement actions to prevent reoccurrence.
4. Risk assess work instructions to identify hazards.
5. Ensure dissemination of OHS, Risk, and Environment information to staff.
6. Facilitate rehabilitation of injured workers as per return to work plans.
7. Induct and train employees and contractors as required.
Customer Complaint Resolution:
1. Solve customer issues on the spot without seeking approval from a leader.
2. Follow up on complaints in a timely manner.
3. Actively seek customer feedback on service levels.
Key Skills and Qualifications:
* Current First Aid Certificate (HLTAID003/HLTAID011)
* Current Pool Lifeguard Award
* Working with Children Check
* Desirable: Previous experience in customer service
Benefits:
This role offers opportunities for professional growth and development, along with a chance to be part of a dynamic team.
Other Requirements:
This position may require undertaking additional tasks as directed by the Albury Wodonga Leisure Manager or Head of Facilities.