Customer Service/Duty Manager

Woonona Bulli RSL Club; Woonona; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Above-award salary

Three-week rotation with every third 0

Gym access

Training and career advancement

Supportive team

Job summary

Woonona Bulli RSL Club is recruiting a customer-focused hospitality leader to oversee operations across departments and supervise staff on shift. You will drive service standards, training, and compliance while delivering an outstanding guest experience.

You will hold RSA and Advanced RCG, manage daily banking, rostering, stock control, and use Word/Excel to report and track performance in a collaborative, high-volume club environment.

Qualifications

• Experience in hospitality leadership or supervision.
• Ability to coach, train and mentor staff.
• Strong customer service and operational standards knowledge.

Responsibilities

• Be available to work a variety of shifts across a 7-day roster, including nights, weekends and public holidays.
• Lead, coach and counsel staff when required.
• Be self-motivated and accountable for actions and behaviour; work across all areas as needed.
• Demonstrate exceptional customer service behaviours at all times.
• Troubleshoot with calm and focus under pressure; plan ahead for readiness.
• Manage daily banking tasks and treasury responsibilities; ensure accuracy.
• Understand legislation relevant to Food, Beverage, Gaming and the Club Industry; maintain compliance.
• Carry out stock control and stocktaking; monitor trade levels and allocate resources.
• Ensure security procedures are checked, implemented and followed.
• Be computer literate with Word and Excel for reporting and planning.

Skills

Leadership

Staff supervision

Customer service

Conflict resolution

Forward planning

Cash handling

Legislation knowledge

Forecasting

Computer literacy

Tools

MS Word

MS Excel

Job description

Woonona Bulli RSL Club is the largest club in the northern Illawarra suburbs, located 10 minutes north of Wollongong. With over 13,000 members and 80+ staff, the Club's facilities include in-house catering, a 300-seat brasserie, café, bar, gaming room, TAB and sports lounge, auditorium, internal and external function spaces and landscaped outdoor play areas. The club also operates a very successful award-winning members-only gym on site with childcare. Use of the gym is provided free of charge to all employees.

We are recruiting for a customer-focused leader with a broad range of skills who wants to take the next step in their hospitality career.

This varied role will see you work across all areas of the Club and provide leadership, support, training and direction to all staff under your supervision.

This role requires the successful candidate to demonstrate and maintain high standards and behaviours at all times. You will need to be flexible and fair with all staff while maintaining a strong focus on delivering the best customer experience possible on every shift. Good communication skills and the ability to forward plan will be key to your success in this role. We are looking for a team player with a calm head who can see potential issues before they happen and develop an action plan to avoid them.

To be considered for this hands-on role, you must be able to perform the following tasks:

• Be available to work a variety of shifts across a 7-day roster, including nights, weekends and Public Holidays;
• Be willing and able to lead, coach and counsel staff when required;
• Be self-motivated and accountable for your actions and behaviour;
• Be willing to work in any area of the business when trade requires;
• Demonstrate exceptional Customer Service behaviours at all times;
• Be an effective troubleshooter with an eye for detail and with the ability to remain calm and focused when under pressure;
• Be a forward planner who can ensure operational readiness is achieved on every shift;
• Be confident in conflict resolution with both patrons and staff;
• Be capable of performing daily banking tasks and treasury responsibilities – A good head for numbers;
• Have an understanding of legislation relevant to Food, Beverage, Gaming and the Club Industry in general;
• Maintain all compliance measures;
• Carry out stock control and stocktaking;
• Check, implement and organise security procedures;
• Be able to monitor and respond to trade levels through a keen sense of situational awareness and effective allocation of resources as required;
• Be computer literate with the ability to use Word and Excel;
• Hold current RSA and RCG and Advanced RCG Competency Cards, or willing to obtain;

In return, we will provide:

• Attractive above-award salary
• A three-week rotation with every third weekend off
• A supportive team
• Free access to our award-winning gym
• Training and career advancement for the right applicant