Duty Manager

**Your new role**:
We have an exciting opportunity for a natural people leader to step into a Duty Manager role at our Wests Nelson Bay property. Our Duty Managers are critical to the ongoing success of our business. Reporting to the Premise Managers and working within a small team, you will have operational oversight of the club’s services and facilities whilst providing extraordinary customer service and exceptional experiences to our valued members and guests.

**You’ll** spend time doing**- Constantly monitor the standard and quality of service provided to Wests guests by remaining focussed on customer requirements / satisfaction.- Handle customer complaints constructively by using conflict resolution skills to solve customer disputes quickly and accurately.- Provide First Aid where necessary and complete “Incident Report” sheets for all falls and other incidents.- Ensure security of business by complying with all security procedures.- Communicate with previous shift manager to discuss and assess any incidents that have occurred and work that needs to be followed through.- Check staff rostering for the day and act on any discrepancies.- Facilitate first day induction of new staff.- Provide training and mentoring to develop team members.- Promote a positive and supportive team culture.- Ensure compliance with the Registered Clubs Act, Liquor Act, ILGR Regulations and Gaming Machine Act.- Monitor events, promotions.- Monitor cash flow and direct security.- Make sure hygiene standards are being followed and premises is clean at all times.- Monitor waste control within the team.

This Full-Time opportunity will require availability across a 7-day rotating roster. As this position is key during peak periods for our venues, shifts are rostered across full operational hours.

**Certifications required: RSA, RCG, Tab Basics Certification, First Aid & CPR and preferably ARCG**

Wests Bar and Gaming operations provide quality service to our members and guests in both indoor areas and thoughtfully appointed outdoor spaces — including designated smoking areas — to cater to all our guests' needs.

**We’re** excited about you if you**:
- Previous experience as a Duty Manager, Assistant Duty Manager or Supervisor role, preferably in a similar club environment.- Extensive knowledge of licensing and regulations.- Have a demonstrated commitment to service excellence.- Lead by example and embraces the Wests values.- Have demonstrated experience in mentoring and developing colleagues.- Have strong emotional intelligence and the ability to get the best out of people through inspiration.- Resolve conflict intelligently.

**We value people who**:
**Be their Best -** You’re authentic, inclusive and encourage others to bring their best selves to work.**Make it happen -** You thrive in a fast paced environment and can manage competing priorities.**Customer Centric** - You create exceptional customer experiences for our members and guests.**Grow together** - Developing others to achieve their full potential comes naturally to you.

**About us**

The Wests Group Australia is a major employer in the Newcastle, Port Stephens and Lake Macquarie regions. Employing close to 1000 people, Wests operates a multi-site portfolio of entertainment and hospitality venues comprising of registered clubs, hotels, conference and fitness facilities as well as the Newcastle Knights. We are one of the many local success stories of our region.

**Being an employee of The Wests Group will give you access to the following**perks** and benefits**:
- Paid Parental Leave & 12 months of maintained superannuation- 5 days Wellbeing Leave - proactively manage your wellbeing- Flexible work option- First Nations Cultural Leave- Above-award wages, paid overtime and penalty rates for weekends and Public Holidays- 17.5% annual leave loading- Paid traineeships and leadership development courses- Complimentary meal as a manager during your rostered break- Access to complete a nationally recognised Cert 3 in Hospitality with our training partner Allara Learning (Eligibility requirements apply)- $25 per month for an all-access Balance Collective membership (access to all three clubs, Mayfield aquatics, group fitness, yoga, pilates and unlimited creche). As an added - bonus, this offer extends out to your partner as well- Discount accommodation rates at The Executive Inn, The Gateway Inn and The Anchorage Hotel & Spa- Discounted nib Health Insurance- 15% Discounts at Reflection Holiday Parks- 24/7 Employee Assistance Programs- Free annual flu vaccinations