Customer Service Manager/Duty Manager

Maroochy RSL; Maroochydore; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Great work-life balance

Modern venue

Excellent team environment

Job summary

Maroochy RSL in Maroochydore, Sunshine Coast, invites an experienced Customer Service Manager/Duty Manager to lead day-to-day operations, maintaining a visible presence with members and guests while delivering exceptional service. You will supervise staff across outlets and gaming, resolve customer and staff queries, monitor safety and compliance, and provide daily shift reports.

Candidates should have 2–3 years hospitality management, a current RMLV Certificate, an Approved Managers Licence,

Qualifications

• Excellent leadership, interpersonal and communication skills.
• Honesty and reliability with a positive and enthusiastic approach to service excellence.
• Integrity and strong problem-solving abilities.
• Be able to work autonomously and as part of a team.
• Be able to multitask and work well under pressure; time management is essential.
• 2 - 3 years' experience in a Hospitality Management or Duty Manager role.
• Current RMLV Certificate & Approved Managers Licence.
• Current RSA and RSGStatement of Attainment.

Responsibilities

• The day to day operationsmanagement of Maroochy RSL
• Maintain a constant and visible presence in public areas and interact with members and patrons
• Investigate and, where possible, solve any customer or staff complaints/queries
• Assist with the supervision of all operations including equipment, staff performance, customer satisfaction and safetyfor the duration of allocated shifts
• Ensure all staff comply with the policies and procedures of Maroochy RSL
• Ensure the economic usage of all plant, equipment and utilities such as lighting and air conditioning
• Coordinate supervisors to ensure that staff are effectively supervised and performing tasks to standard
• Motivate staff to feel they are part of a team and reinforce their importance in the team
• Enforce dress regulations and patron behaviour requirements, along with other standards prescribed by the Chief Executive Officer
• Maintain statistical and financial records as necessary
• Provide daily reports, ensuring that relevant information is recorded in sufficient detail to enable Senior Management to understand what has occurred during the shift

Skills

Leadership

Interpersonal skills

Communication

Reliability

Integrity

Problem solving

Teamwork

Autonomy

Time management

Calm under pressure

Education

RMLV Certificate

Approved Managers Licence

RSA Certificate

RSG Statement of Attainment

Job description

Looking to take your leadership career to the next level?

Awarded Queensland's Best RSL in 2025, Maroochy RSL is a large, modern venue located in Maroochydore, just minutes from the beach on the Sunshine Coast. We offer our members and guests an exciting array of food and beverage outlets, events function centre, cocktail lounge and gaming experience with 300 of the latest gaming machines.

Exceptional customer service is our specialty, and we pride ourselves in providing a unique and enjoyable customer experience. We offer a great work-life balance alternative for everyone who joins our cohesive team of professionals.

An exciting opportunity exists for an experienced Customer Service Manager/Duty Manager to become a vital member of our dynamic, innovative leadership team. This role requires a professional self-starter with initiative and a 'can do' attitude. You will be articulate, hardworking and proactive.

What you'll do:

• The day to day operationsmanagement of Maroochy RSL
• Maintain a constant and visible presence in public areas and interact with members and patrons
• Investigate and, where possible, solve any customer or staff complaints/queries
• Assist with the supervision of all operations including equipment, staff performance, customer satisfaction and safetyfor the duration of allocated shifts
• Ensure all staff comply with the policies and procedures of Maroochy RSL
• Ensure the economic usage of all plant, equipment and utilities such as lighting and air conditioning
• Coordinate supervisors to ensure that staff are effectively supervised and performing tasks to standard
• Motivate staff to feel they are part of a team and reinforce their importance in the team
• Enforce dress regulations and patron behaviour requirements, along with other standards prescribed by the Chief Executive Officer
• Maintain statistical and financial records as necessary
• Provide daily reports, ensuring that relevant information is recorded in sufficient detail to enable Senior Management to understand what has occurred during the shift

What we’re looking for:

• Excellent leadership, interpersonal and communication skills
• Honesty and reliability with a positive and enthusiastic approach to service excellence
• Integrity and strong problem-solving abilities
• Be able to work autonomously and as part of a team
• Be able to multitask and work well under pressure; time management is essential
• 2 - 3 years' experience in a Hospitality Management or Duty Manager role
• Current RMLV Certificate & Approved Managers Licence
• Current RSA and RSGStatement of Attainment