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Duty Operations Manager

2 months ago

Manningham, Australia Aligned Leisure Full time

About Aligned Leisure

Aligned Leisure is a leading provider of health, fitness, and leisure services, operating 32 facilities across Victoria and New South Wales. As a subsidiary of the Richmond Football Club, we are committed to delivering exceptional customer experiences and developing our people in a supportive environment.

Our Culture

We value culture and are dedicated to creating a workplace where our staff can thrive and grow. Our purpose is to CONNECT TO THRIVE AND WIN, and we strive to achieve this through our values of AWARE, DISCIPLINED, RELENTLESS, and UNITED.

The Role

We are seeking a highly skilled and experienced Duty Operations Manager to join our team. As a key member of our operations team, you will be responsible for managing all facility operations during your rostered shift, ensuring the safety and experience of all customers.

Key Responsibilities

  • Daily Operations
    • Conduct regular internal and external facility walkthroughs to monitor cleanliness, presentation, service quality, and safety.
    • Ensure the highest levels of cleanliness and presentation at all times, especially in areas such as change rooms.
    • Troubleshoot plant and equipment, and engage approved suppliers to undertake maintenance as required.
    • Coordinate staff rosters, breaks, and changes, and ensure compliance to all shift checklists.
  • Health and Safety
    • Maintain an understanding of all relevant aspects of Occupational Health and Safety and Environmental Management Systems.
    • Implement and monitor compliance to policies and procedures, and investigate all incidents to implement actions to prevent reoccurrence.
    • Act as Chief Warden for the facility, and ensure the dissemination of OHS, Risk, and Environment information to staff relevant to their roles and responsibilities.
  • Customer Complaint and Dispute Resolution
    • Authority to solve customer issues on the spot, without the need to seek approval from a member of the leadership team.
    • Ensure all complaints are followed up in a timely manner, and actively seek customer feedback on service levels.
  • Outstanding Service Delivery
    • Deliver outstanding service and provide memorable experiences for our customers, and ensure all staff understand and deliver on our customer charter and service promise.

Essential Qualifications and Experience

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

Personal Attributes

  • High level communication and consultation skills, including a commitment to open, honest, two-way, and frequent communication.
  • Decision making skills, including the ability to consult and gather information, consider alternatives, communicate decisions, and review outcomes in a timely manner.
  • Disciplined to manage the varied components of this role.
  • Fiercely relentless when it comes to exceeding targets and plans.
  • Focused on the customer experience.
  • The ability to provide coaching and mentoring to staff.
  • Conflict resolution skills.
  • The ability to delegate, empower, and engage staff.
  • Unquestionable ethics, integrity, values, and behaviours.
  • A commitment to professionalism and accountability.