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Customer Service Manager
4 months ago
About Us
Harbord Diggers Club is part of the Mounties Group, Australia's #1 registered Club group.
We employ over 900 people across ten superb venues spanning across NSW in South-West Sydney, Northern Beaches, and the Central Coast.
We are more than just a Club We are a people first, profit-for-purpose group that exists with the sole purpose of improving the lives of our members and the communities in which our venues operate.
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.
- 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 daytoday 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
Our Benefits
- Supportive and inclusive team and culture
- Free onsite parking
- Ongoing learning and development opportunities
- Uniforms provided
- Discounted gym membership
Your Career - Make it Memorable
**Make it at Mounties
