Customer Service Manager / Duty Manager - Harbord Diggers

Harbord Diggers Memorial Club Limited; Sydney; On-site; AUD 90,000 - 100,000; Full time

Benefits offered by this job

Free onsite parking

Uniforms provided

Discounted gym membership

Ongoing learning and development

Job summary

Harbord Diggers Club in Freshwater, NSW is seeking an experienced Customer Service Manager / Duty Manager to lead our busy venue on a permanent full-time basis.

You will oversee Food, Beverage, Gaming, Member Services, Dock & Cellar and Kitchen operations, motivating and developing a strong team to deliver memorable guest experiences. The role includes roster coordination, compliance with acts and regulations, and ongoing staff development.

Qualifications

• Experience leading daily operations in hospitality.
• Strong understanding of food, beverage, gaming, and member services operations.
• Proven ability to train, supervise and develop teams.

Responsibilities

• Oversee day-to-day operations across Food, Beverage, Gaming, Member Services, Dock & Cellar and Kitchen.
• Lead, coach and develop a high-performing team dedicated to exceptional guest experiences.
• Coordinate rosters and ensure smooth, compliant venue operations; manage customer complaints and issues.

Skills

Hospitality leadership

Customer service

Job description

Freshwater NSW

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 experiences
• Exceptional 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.