Duty Captain

Aligned Leisure is a subsidiary of the Richmond Football Club, dedicated to managing health, fitness, and leisure activities. With 32 facilities across Victoria and New South Wales, we strive to deliver exceptional experiences for our customers and staff. Our culture emphasizes development, connection, and authenticity, making us an attractive employer for those who share our values.

We are seeking a highly skilled Duty Captain to oversee facility operations during their rostered shift. As a key member of our team, you will be responsible for ensuring the safety and experience of all customers, while maintaining the highest levels of cleanliness, presentation, and service quality.

1. Daily Operations
   • Conduct regular facility walkthroughs to monitor cleanliness, presentation, and service quality.
   • Ensure the highest levels of cleanliness and presentation at all times.
   • Troubleshoot plant and equipment, and engage approved suppliers for maintenance as needed.
   • Coordinate staff rosters, breaks, and changes to ensure seamless service delivery.
2. Health and Safety
   • Maintain an understanding of Occupational Health and Safety and Environmental Management Systems.
   • Implement and monitor compliance to policies and procedures.
   • Investigate incidents, implement corrective actions, and maintain written records.
3. Customer Complaint and Dispute Resolution
   • Authority to solve customer issues on the spot, without seeking approval.
   • Ensure timely follow-up on complaints, and actively seek customer feedback.
4. Outstanding Service Delivery
   • Deliver exceptional service and memorable experiences for customers.
   • Implement the Aligned Leisure purpose of CONNECTING TO THRIVE AND WIN, and associated behaviours throughout the team.

• Current First Aid Certificate (HLTAID003/HLTAID011)
• Current Pool Lifeguard Award
• Current Defibrillators Certificate (PUAOPE010)
• Working with Children Check
• Desirable: Pool Operation Certificate, Previous experience in customer service

• High level communication and consultation skills
• Decision making skills, including the ability to consult and gather information
• Disciplined to manage the varied components of this role
• Fiercely relentless when it comes to exceeding targets and plans
• Focused on the customer experience
• Ability to provide coaching and mentoring to staff
• Conflict resolution skills
• Ability to delegate, empower, and engage staff
• Unquestionable ethics, integrity, values, and behaviours
• Commitment to professionalism and accountability

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