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Customer Service Manager - Hospitality Industry


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About Our Client

Our client is a sports club with rich history based in the southwest suburbs of Sydney. They are currently seeking a Duty Manager who is energetic, highly skilled, go-getter with great work ethic to join their well-established team with strong focus on proactive customer service

Responsibilities include

Daily Operations

  • Ensure that service areas are clean, free of obstruction and functional, in accordance with operational standards
  • Ensure compliance with legislative requirements, best practice, routine maintenance of club premises
  • Record events and incidents in the incident register for further investigation by Senior Management
  • Demonstrate a hands-on approach to duties and operations
  • Work collaboratively with the marketing team to develop and build club marketing and promotions.
  • Create a climate of innovation and continuous improvement
  • Lead by example
  • Ensure the profitable and professional operation of the Club
  • Actively contribute to a fun, vibrant and professional atmosphere in the club
  • Promote and monitor a high standard of presentation and customer care
  • Handle all escalated customer queries and complaints with diplomacy and reports all issues together with regular and informative feedback to the Operations Manager
  • Availability and flexibility to work across weekends, overnights and public holidays in a rotating roster

Staff Development

  • Engage, mentor, support and motivate staff and team leaders in their development
  • Assess the skills and knowledge of new and current staff and develop training plans

People Management

  • Delegate work tasks and monitors work performance of Team Leaders and staff
  • Replace staff as required when an employee absent or unable to attend their rostered shift.
  • Conduct employee grievance interviews and assist in resolving issues
  • Management and allocation of external contractors and suppliers (including Security personnel)


  • First Aid Certificate
  • NSW Responsible Service of Alcohol
  • NSW Responsible Conduct of Gambling
  • Working with Children Check
  • NSW Driver's License
  • Current CPR Certificate
  • Willingness to undertake a National Police Check
  • Previous demonstratable experience in the supervision of staff and patrons in a Club
  • Demonstrated ability in dealing effectively with customers
  • Experience in Customer Service
  • Conflict Management Experience


  • Excellent interpersonal and leadership skills
  • Ability to support and lead change
  • Ability to prioritise multiple competing demands with ease and composure
  • Ability to work under pressure and in a fast-paced environment
  • Highly developed numeric and cash balancing skills
  • Highly developed communication, interpersonal and problem-solving skills
  • Basic Computer literacy
  • Highly organised, able to prioritise tasks and work to a deadline
  • Honest and trustworthy

On Offer

This is a great opportunity to work in a supportive working environment. On offer is a Competitive salary packaging. For any further questions please feel free to call Stuart Munro on 0421 442 784

By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy. Follow the link to learn more - https://www.manpower.com.au/privacy-policy

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Greythorn Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856, State: SA, licensee/s Greythorn Pty Ltd, LHS 288821. For queries relating to 'Labour Hire Licences' ONLY please contact: 'labour.hire.licensing.enquiries@au.manpowergroup.com' (do not apply to the advert using this email).

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