Hospitality Operations Leader—Community-Focused

Employment Hero; Nowra; On-site; AUD 95,000 - 98,000; Full time

Benefits offered by this job

Annual leave5 weeks

Meal allowance

Professional development days

Supportive team culture

Community impact perks

Job summary

Shoalhaven Ex-Services Group in Nowra, NSW, seeks a Customer Service Manager to lead daily operations across gaming, food and beverage, and events. You’ll coach a growing team, ensure welcoming service and community belonging, and uphold safety, compliance and quality standards.

You’ll manage enquiries, resolve issues with care, and support rostering, onboarding and staff development to boost performance and guest satisfaction. A values-driven leader is essential.

Qualifications

• Experience in leadership.
• A warm, professional manner and a passion for customer service.
• The confidence to lead people, manage performance fairly and recognise a job well done.
• Sound knowledge of operational and compliance requirements, with current RSA and ARCG certifications.
• Calm judgement, initiative and the ability to make sound decisions during busy shifts.
• Availability to work evenings, weekends and public holidays.
• Pride in supporting your community and a commitment to our values.

Responsibilities

• Lead from the front, overseeing daily operations across gaming, food and beverage, events and customer service.
• Support a growing team through clear direction, coaching, constructive feedback and recognition.
• Represent our community brand, ensuring members and guests experience a warm welcome, respectful service and a sense of belonging.
• Create memorable experiences, handling enquiries and resolving complaints with care and confidence.
• Maintain high standards of responsible service of alcohol, responsible conduct of gambling, safety and venue compliance.
• Keep our venues welcoming and well presented, identifying maintenance issues and responding to risks promptly.
• Support rostering, onboarding, training and staff development to build capable teams and deliver efficient service.
• Help shape our continued success, contributing improvements that strengthen customer satisfaction, team performance and business results.

Skills

Leadership

Customer service

RSA certification

ARCG certification

Job description

Shoalhaven Ex-Services Group in Nowra, NSW, seeks a Customer Service Manager to lead daily operations across gaming, food and beverage, and events. You’ll coach a growing team, ensure welcoming service and community belonging, and uphold safety, compliance and quality standards.

You’ll manage enquiries, resolve issues with care, and support rostering, onboarding and staff development to boost performance and guest satisfaction. A values-driven leader is essential.