Job Description

Role Overview The Duty Manager leads and supervises front‐of‐house operations during assigned shifts across the Main FSW Venue areas; including the bistro, laneway, rooftop, the Docks and Merchant Bar. Ensuring smooth guest service, team coordination, compliance, and an exceptional experience in a busy, dynamic waterfront precinct.

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The Venue

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Flinders Street Wharves (FSW) features multiple indoor and outdoor dining spaces and bars including a rooftop bar designed for special events with a focus on tourism event attachments. The venue is centrally located in the heart of Townsville.

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With an exciting expansion on the horizon - The Docks,a recent overwater restaurant and bar, will be the first of its kind in North Queensland and will offer a more elevated experience with a Mediterranean inspired feel.

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Key Responsibilities

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Supervise and coordinate floor staff (waiters, bar staff, hosts) during service periods to maintain efficient operations and high standards.

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Manage guest flow, seating allocations, reservations, and table turnover to optimise service and revenue.

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Enforce service standards, promote upsells, handle guest interactions, and resolve complaints promptly and effectively.

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Monitor and ensure full compliance with RSA requirements, WHS protocols, liquor licensing, hygiene standards, and all relevant Award entitlements.

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Conduct pre‐shift briefings to set daily goals and post‐shift debriefs to review performance and share feedback.

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Assist with end‐of‐shift reporting, and basic administrative tasks as required.

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Support on‐the‐job training, motivation, and team morale (e.g., contributing to culture initiatives like birthday recognitions).

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Step in to support other venue areas or higher duties when directed, maintaining seamless precinct operations during peaks (e.g., Cowboys games, tourism season).

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Key Attributes

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Confident floor presence with quick, sound decision‐making in fast‐paced environments.

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Guest‐centric, attentive to detail, and proactive in delivering exceptional service.

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Reliable, flexible with rostering (including evenings/weekends/public holidays), and adaptable to seasonal demands.

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Motivational leader who fosters positive team dynamics and collaboration.

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Required Skills & Experience

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2+ years in floor supervisory or senior service roles in high‐volume hospitality.

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Strong experience in front‐of‐house operations, guest service, and team coordination.

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Responsible Service of Gambling (RSG), Responsible Management of Licensed Venues (RMLV) and Approved Managers Qualification (or willingness to obtain).

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Familiarity with POS systems, Tanda rostering, and basic compliance reporting.

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Supervisory training or equivalent experience

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NB: These roles are based on site in Townsville, North QLD.

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📌 Duty Manager (Townsville)
🏢 Flinders Street Wharves
📍 Townsville