Role Overview The Duty Manager leads and supervises front-of-house operations during assigned shifts across the Main FSW Venue areas; including the bistro, laneway, rooftop, and Merchant Bar. Ensuring smooth guest service, team coordination, compliance, and an exceptional experience in a busy, dynamic waterfront precinct.
The Venue
Flinders Street Wharves (FSW) features multiple indoor and outdoor dining spaces and bars including a rooftop bar designed for special events with a focus on tourism event attachments. The venue is centrally located in the heart of Townsville.
With an exciting expansion on the horizon - The Docks, a new overwater restaurant and bar, will be the first of its kind in North Queensland and will offer a more elevated experience with a Mediterranean inspired feel.
Key Responsibilities
* Supervise and coordinate floor staff (waiters, bar staff, hosts) during service periods to maintain efficient operations and high standards.
* Manage guest flow, seating allocations, reservations, and table turnover to optimise service and revenue.
* Enforce service standards, promote upsells, handle guest interactions, and resolve complaints promptly and effectively.
* Monitor and ensure full compliance with RSA requirements, WHS protocols, liquor licensing, hygiene standards, and all relevant Award entitlements.
* Conduct pre-shift briefings to set daily goals and post-shift debriefs to review performance and share feedback.
* Assist with end-of-shift reporting, and basic administrative tasks as required.
* Support on-the-job training, motivation, and team morale (e.g., contributing to culture initiatives like birthday recognitions).
* Step in to support other venue areas or higher duties when directed, maintaining seamless precinct operations during peaks (e.g., Cowboys games, tourism season).
Key Attributes
* Confident floor presence with quick, sound decision-making in fast-paced environments.
* Guest-centric, attentive to detail, and proactive in delivering exceptional service.
* Reliable, flexible with rostering (including evenings/weekends/public holidays), and adaptable to seasonal demands.
* Motivational leader who fosters positive team dynamics and collaboration.
Required Skills & Experience
* 1+ years in floor supervisory or senior service roles in high-volume hospitality.
* Strong experience in front-of-house operations, guest service, and team coordination.
* Current RSA certificate essential; food safety awareness desirable.
* Responsible Service of Gambling (RSG), Responsible Management of Licensed Venues (RMLV) and Approved Managers Qualification (or willingness to obtain).
* Familiarity with POS systems, Tanda rostering, and basic compliance reporting.
* Supervisory training or equivalent experience
If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity.
NB: These roles are based on site in Townsville, North QLD.