Facility Operations Manager
1 week ago
We are a leading provider of leisure services, operating 32 facilities across Victoria and New South Wales.
Our mission is to deliver exceptional customer experiences through our talented team members who embody our culture of connection, humour, care, storytelling, and authenticity.
The role of Duty Captain is a critical part of our operations, requiring strong leadership and communication skills to manage daily facility operations and ensure the delivery of outstanding customer service.
Key Responsibilities:
- Conduct regular walkthroughs to ensure cleanliness, presentation, service quality, and safety, especially in change rooms.
- Manage maintenance by liaising with suppliers and reporting issues promptly.
- Coordinate staff rosters, breaks, and ensure proper setup for programs.
- Lead and supervise staff, ensuring compliance with checklists and procedures.
- Support staff in maximizing sales and minimizing wait times.
- Ensure timely opening of facilities and programs.
- Transition management to the next shift or prepare for the next day.
Health and Safety
We are committed to maintaining a safe working environment and require our Duty Captains to implement and monitor compliance with Occupational Health and Safety policies.
- Conduct hazard inspections, risk assessments, and implement controls.
- Discuss health and safety with staff each shift and oversee evacuations when necessary.
- Investigate incidents and maintain records.
- Ensure staff and contractors are properly inducted and trained.
Customer Service
We strive to deliver outstanding service and memorable experiences to our customers. Our Duty Captains play a crucial role in identifying service opportunities and upholding our customer charter.
- Deliver excellent customer service and handle complaints professionally.
- Uphold our customer charter and ensure all interactions are respectful and courteous.
Essential Qualifications and Experience
To be successful in this role, you will require the following qualifications and experience:
- Current First Aid Certificate (HLTAID003)
- Current Pool Lifeguard Award (SISSS00111)
- Current Pool Operators Certificate (SISSS000110)
- Working With Children Check or equivalent
- Fitness requirements as per GSPO, including annual medical assessments and swim tests
Personal Attributes
We are looking for individuals with the following personal attributes:
- Strong communication and consultation skills.
- Decision-making ability with a consultative approach.
- High awareness of issues and risks.
- Discipline and focus to manage multiple responsibilities.
- Relentless drive to exceed targets.
- Customer-focused mindset.
- Coaching, mentoring, and conflict resolution skills.
- Ability to delegate, empower, and engage staff.
- Professionalism, integrity, and accountability.
Additional Tasks
The Duty Captain may undertake other tasks as directed, including assisting in other roles within the facility.
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