The Operations/House Manager is responsible for the effective day-to-day operation of the Hawks Nest Golf Club clubhouse, ensuring a high standard of member and guest service, efficient use of labour and resources, compliance with relevant legislation and Club policies, and the maintenance of a safe, welcoming and professional environment.

The role provides hands-on leadership to the Club's operational teams and is responsible for ensuring that the bar, gaming, member services, functions and general clubhouse operations are appropriately staffed, supervised and managed.

The House / Operations Manager will work closely with the General Manager and department managers to achieve the Club's financial, operational and member service objectives.

Key Responsibilities

1. Clubhouse Operations

Take responsibility for the effective day-to-day operation of the Clubhouse.

Ensure the Club is appropriately opened, staffed, operated and secured each day.

Maintain high standards of presentation, cleanliness and customer service throughout all member and guest areas.

Monitor daily trading activity and adjust staffing and resources where appropriate.

Coordinate operational requirements between the bar, gaming, functions, restaurant, golf and administration areas.

Respond promptly and professionally to operational issues as they arise.

Act as the senior operational contact in the absence of the General Manager.

2. Bar Operations

Oversee the efficient and profitable operation of all Club bars.

Oversee the appropriate beverage stock levels ordering, receiving, storage and stock rotation.

Monitor stocktakes, wastage, complimentary products and stock variances.

Oversee the maintenance of appropriate beverage pricing and gross profit margins in consultation with the General Manager.

Monitor bar wage percentages, COGS and other key performance indicators.

Oversee the maintenance of beer systems, cool rooms, post-mix equipment and bar equipment are appropriately maintained.

Ensure beer lines and dispensing equipment are cleaned and maintained to required standards.

Work with suppliers to maximise purchasing arrangements, rebates, promotions and member value.

Continually review bar service procedures to improve efficiency and reduce member waiting times.

Oversee the day-to-day operation of the Club's gaming facilities.

Ensure gaming operations are conducted in accordance with legislative, regulatory and Club requirements.

Oversee the maintenance of appropriate operational procedures for gaming payouts, cash handling and reconciliation.

Monitor gaming floor presentation, machine availability and member service.

Work with the General Manager on gaming performance, machine mix and recommendations regarding machine replacement or rotation.

Ensure staff understand and comply with Responsible Conduct of Gambling requirements.





Assist with implementation of the Club's AML/CTF procedures and operational controls as directed by the General Manager or AML/CTF Compliance Officer.

Ensure TAB and Keno facilities are appropriately operated and maintained.

Provide visible and positive leadership to operational employees.

Oversee the preparation and management of staff rosters in accordance with expected trading levels and approved wage budgets.

Ensure adequate staffing levels are maintained while controlling labour costs.

Participate in recruitment, induction and training of operational staff.

Maintain appropriate training records and ensure required licences and qualifications remain current.

Conduct regular staff meetings and operational briefings.

Monitor employee performance and provide coaching and feedback.

Address minor performance and conduct matters promptly and refer significant matters to the General Manager.

Promote a workplace culture based on teamwork, accountability, respect and excellent customer service.

Identify and develop employees capable of progressing into supervisory positions.

5. Member & Guest Experience

Maintain a strong presence throughout the Club and actively engage with members and guests.

Ensure members and visitors receive friendly, professional and consistent service.

Respond appropriately to member enquiries, complaints and feedback.

Identify opportunities to improve the overall member experience.

Ensure Club rules, dress regulations and standards of behaviour are applied consistently and respectfully.

Support initiatives designed to increase member participation and visitation.

6. Functions & Entertainment

Support the planning and delivery of Club functions, entertainment and member events.

Ensure appropriate staffing, room setup, bar operations and operational support are provided for functions.

Liaise with the Functions Manager and Sando's regarding catering and event requirements.

Assist with developing and implementing the Club's annual entertainment and social calendar.

Review attendance, revenue, costs and member feedback following major events.

Identify opportunities for functions and entertainment that increase member engagement and Clubhouse visitation.

The House Manager will assist the General Manager in achieving approved budgets and operational targets.

Key areas of responsibility include:

Bar revenue and gross profit

Beverage COGS

Operational wage costs

Gaming performance

Function and entertainment performance

Stock control and wastage

Repairs and maintenance

Utilities and operational expenses





Supplier costs and purchasing efficiencies

Monthly performance should be reviewed against budget, prior year and agreed industry benchmarks.

Where adverse variances occur, the House Manager is expected to identify the cause and recommend corrective action.

8. Cash Handling & Internal Controls

Ensure compliance with the Club's cash handling procedures.

Oversee appropriate till, safe and cash-recycler procedures.

Ensure daily reconciliations and balancing processes are completed.

Investigate operational cash discrepancies and report material variances to the General Manager.

Maintain appropriate controls over gaming payouts, floats and change.

Ensure segregation of duties is maintained wherever practical.

9. Compliance & Risk Management

Ensure day-to-day operations comply with relevant legislation, licences, policies and procedures, including:

Responsible Service of Alcohol

Responsible Conduct of Gambling

Registered Clubs requirements

AML/CTF operational procedures

Work Health & Safety

Food and hygiene requirements applicable to Club operations

Privacy requirements

Club policies and procedures

Emergency and evacuation procedures

The House Manager is expected to identify and report operational risks and ensure incidents are appropriately documented and escalated.

10. Workplace Health & Safety

Promote a strong safety culture throughout Club operations.

Conduct regular inspections of operational areas.

Ensure hazards are identified, reported and addressed.

Ensure incidents and injuries are appropriately documented.

Monitor safe work practices, including manual handling and chemical use.

Ensure staff receive appropriate WHS training and instruction.

Liaise with contractors regarding protected access and work practices.

11. Facilities & Asset Management

Monitor the condition and presentation of the Clubhouse and operational equipment.

Coordinate routine maintenance and minor repairs.

Maintain a preventative maintenance schedule for key operational equipment.

Obtain quotations and coordinate contractors where authorised.

Identify equipment approaching the end of its useful life and provide recommendations to the General Manager.

Assist with planning and implementation of approved capital works.

Ensure contractors working on Club premises comply with Club requirements.

12. Security & Incident Management

Ensure appropriate opening and closing procedures are maintained.

Monitor Club security systems and procedures.

Ensure CCTV systems and operational security measures are appropriately maintained.

Respond to incidents involving members, guests or staff in accordance with Club procedures.

Ensure significant incidents are immediately escalated to the General Manager.

Maintain accurate incident records.

Assist with investigations when requested.

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📌 Operations / House Manager (Hawks Nest)
🏢 Hawks Nest Golf Club
📍 Hawks Nest