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.

DUTIES

- Venue management including guest experience, appearance, security, professional leadership
- Leadership role that will see you motivating, coaching, mentoring and developing a strong and agile 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 day-to-day 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 literacyGreat conflict resolution abilities
- Availability to work a flexible roster, including days, nights and weekends
- 4-day rotating roster across the work week with 3-days off per roster week.

OUR BENEFITS

- Supportive and inclusive team and culture
- Free onsite parking
- Ongoing learning and development opportunities
- Uniforms provided
- Discounted gym membership

The salary range for this role is $90‑100k per annum.

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📌 Customer Service Manager / Duty Manager - Harbord Diggers (Freshwater)
🏢 Mounties Group
📍 Freshwater