Hospitality Operations Manager — Flexible Roster & Guest Experience

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

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.