Guest Experience & Operations Lead

Australian National University; Cardiff; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Wellbeing leave

Paid parental leave

Gym membership discounts

Health insurance discounts

Flexible work options

Job summary

The Wests Group Australia is seeking an experienced Duty Manager to join our leadership team in Newcastle region. You will oversee day-to-day operations across bar, gaming and entertainment areas, delivering exceptional service and ensuring compliance with relevant acts and safety procedures.

You will coach and develop staff, monitor staffing levels, handle incidents, and coordinate handovers while supporting promotions and member experiences.

Qualifications

• Previous experience as a Duty Manager, Assistant Duty Manager or Supervisor within a club, hotel or hospitality environment.
• Strong knowledge of gaming, liquor licensing and regulatory compliance requirements.
• Experience leading and developing teams in a fast-paced customer service environment.
• Strong conflict resolution, communication and problem-solving skills.
• Experience managing gaming operations, cash handling procedures and venue operations.
• A commitment to workplace health and safety, responsible gambling and service excellence.

Responsibilities

• Leading venue operations during your shift across bar, gaming and entertainment areas.
• Delivering exceptional customer service and resolving customer concerns professionally.
• Supporting, coaching and developing team members to achieve high performance.
• Monitoring staffing levels and responding to operational requirements throughout the shift.
• Managing incidents and ensuring workplace health, safety and security procedures are followed.
• Conducting operational, gaming and venue compliance checks.
• Ensuring compliance with the Registered Clubs Act, Liquor Act, Gaming Machines Act and responsible gambling requirements.
• Overseeing cash handling, reconciliations and operational procedures.
• Coordinating shift handovers and communicating key operational updates.
• Supporting the delivery of promotions, events and member experiences.

Skills

Leadership

Customer service

Regulatory compliance

Cash handling

Team development

Tools

Cash handling procedures

Job description

The Wests Group Australia is seeking an experienced Duty Manager to join our leadership team in Newcastle region. You will oversee day-to-day operations across bar, gaming and entertainment areas, delivering exceptional service and ensuring compliance with relevant acts and safety procedures.

You will coach and develop staff, monitor staffing levels, handle incidents, and coordinate handovers while supporting promotions and member experiences.