Guest Experience Manager | 4‑Day Rotating Roster

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

Benefits offered by this job

Supportive and inclusive team culture

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 our close-knit team and oversee daily operations across Food, Beverage, Gaming, Member Services, Dock & Cellar and Kitchen to create memorable guest moments.

The ideal candidate has hospitality leadership experience, current RCG and RSA certifications (or willingness to obtain), strong knowledge of relevant acts, and proven people management and communication skills.

Qualifications

• Experience leading daily operations in hospitality.
• RCG, RSA, First Aid certifications or willingness to obtain.
• Strong knowledge of applicable Acts and regulations.
• Proven leadership and people management skills.
• Excellent guest service orientation.
• Strong written and verbal communication skills.
• Flexible roster availability: days, nights and weekends.
• 4-day rotating roster with 3 days off per roster week.

Responsibilities

• Oversee venue operations across Food, Beverage, Gaming, Member Services and Kitchen.
• Lead and develop a high-performing team with a focus on service excellence.
• Manage rosters and scheduling to meet operational needs.
• Ensure compliance with relevant Acts and regulations.
• Address customer complaints and service issues promptly.
• Monitor guest experience and service standards.
• Collaborate with stakeholders for smooth day-to-day operations.
• Provide risk management reporting.

Skills

Hospitality leadership

Customer service management

Team mentoring

Staff development

Communication skills

Education

RCG certification

RSA certification

First Aid & Advanced Resuscitation

Job description

Mounties Group's Harbord Diggers Club in Freshwater, NSW seeks an experienced Customer Service Manager / Duty Manager to lead our close-knit team and oversee daily operations across Food, Beverage, Gaming, Member Services, Dock & Cellar and Kitchen to create memorable guest moments.

The ideal candidate has hospitality leadership experience, current RCG and RSA certifications (or willingness to obtain), strong knowledge of relevant acts, and proven people management and communication skills.