Customer Service Manager / Duty Manager - Harbord Diggers

Mounties Group; Freshwater; On-site; AUD 90,000 - 100,000; Full time

Benefits offered by this job

Free onsite parking

Ongoing learning and development

Uniforms provided

Discounted gym membership

Job summary

Mounties Group's Harbord Diggers Club in Freshwater, NSW seeks an experienced Customer Service Manager / Duty Manager to lead a busy hospitality team on a permanent full-time basis.

You will oversee daily operations across Food & Beverage, Gaming, Member Services, and Kitchen, ensuring guest experiences meet premium standards while coaching and developing staff and maintaining compliance with all licensing and safety regulations.

Qualifications

• Experience leading daily operations within hospitality.
• Current certification in RCG, RSA, First Aid or willingness to obtain.
• Strong knowledge of relevant acts and licensing requirements.
• Proven leadership and people-management skills.
• Flexible roster including days, nights and weekends.

Responsibilities

• Venue management including guest experience, appearance, security, professional leadership.
• Motivate, coach, mentor and develop a strong team delivering exceptional service.
• Talent management and succession planning.
• Ensure compliance with all Acts and regulations (RCG, RSA, Food, Liquor, HACCP).
• Coordinate rosters and manage workflow to meet operational needs.
• Attend to customer complaints and improve service delivery.
• Oversee employee performance life cycle and training.

Skills

Leadership

Guest experience

People management

Conflict resolution

Hospitality operations

Computer literacy

Tools

Computer literacy

Job description

ABOUT US

Mounties Group Values are Family, Honesty, Care, Innovation, Fun, Outcome Driven and Loyalty. We are a Profit for Purpose organisation owned by its members and we exist to improve the lives of our members.

Mounties Group have over 280,000 members that use our services across a broad range of industry sectors including: Health & Fitness, Retail, Medical, Hospitality, Homecare and Allied Health.

We employ over 1,000 people and are rapidly growing, particularly in the Health and Wellbeing segment of our business. Our Head office is located in Mount Pritchard and supports businesses across NSW, QLD, VIC and the ACT.

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 permanent full-time basis 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.

More specifically, your duties will include but are not limited to:

• 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

ABOUT YOU

To be successful for this role, you should have the following:

• 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 experiencesExceptional 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.

OUR BENEFITS

• Supportive and inclusive team and culture
• Free onsite parking
• Ongoing learning and development opportunities
• Uniforms provided
• Discounted gym membership

GROUP WINNER OF:

• Western Sydney Business Awards – Employer of Choice 2020
• Clubs NSW - Clubs and Community Award for Health and Wellbeing 2020
• Clubs NSW – Clubs and Community Award for Emergency Services 2023

The salary range for this role is $90-100k per annum.