ABOUT US Mounties Group Values are Family, Honesty, Care, Innovation, Fun and Loyalty. We are a Profit for Purpose organisation owned by its members and we exist to improve the lives of our members. Mounties Group have over 250,000 members that use our services across a broad range of industry sectors including: Health & Fitness, Retail, Medical, Hospitality, Homecare and Allied Health. We employ over 1,000 people and are rapidly growing, particularly in the Health and Wellbeing segment of our business. Our Head office is located in Mount Pritchard and supports businesses across NSW, QLD, VIC and the ACT. ABOUT THE ROLE We are currently searching for an experienced and dedicated Senior Customer Service Manager/Operations Manager to lead our team at Harbord Diggers, located in Freshwater, NSW, on a full-time basis As a Senior Customer Service Manager, you will engage, lead and manage high performing teams while ensuring members and guests are attended to with efficient, responsible and friendly service whilst maintaining a clean and safe environment. More specifically, some duties will include but are not limited to; Ensuring and leading the efficient and effective running of the venue (overseeing Food, Beverage, Gaming, Member Services, Dock & Cellar, and Kitchen) Leadership role that will see you recruiting, motivating, coaching, mentoring and developing a strong and dynamic team with a focus on delivering exceptional service standards and memorable guest experiences Responsible for setting the benchmark for service across the venue including F&B and Gaming (whilst still overseeing Member Services, Dock & Cellar, and Kitchen) Talent management and succession planning Building business relationships and networks Managing appropriate budgets to ensure the continuation of a profitable business, to ensure profit for purpose Being a strong custodian of our culture and ensuring a harmonious work environment Requisite reporting and administration Adhering to all corporate and legislative compliance This role will truly allow you to invest your passion and knowledge into the teams to ensure their success, and therefore yours ABOUT YOU To be successful for this role, you should have the following: A minimum of 5 years managerial experience in a club/pub style environment Experience controlling operating costs and achieving agreed KPI’s Strong financial understanding of budgets, costs, and reporting Experience in overseeing a range of functions such as gaming, bars, restaurants, and reception Ability to lead and work cohesively across multiple teams Have a passion for delivering a flawless level of guest experience Strong communication and leadership skills Sound understanding of relevant legislation Current certification for NSW RSA, RCG, Provide First Aid and Advanced Resuscitation (or willing to obtain) Computer literacy essential Ability to work when the venue is busy including nights, weekends & public holidays OUR BENEFITS Be an integral part of Australia’s largest group of registered clubs Discounted meals Free onsite parking Supportive and inclusive team and culture Uniforms provided WHY MOUNTIES? We have over 250,000 members and are listed as one of Australia’s top privately owned companies. With strong values and a commitment to our staff, we are a recognised employer of choice. GROUP WINNER OF: Western Sydney Business Awards – Employer of Choice 2020 Clubs NSW - Clubs and Community Award for Health and Wellbeing 2020 Clubs NSW – Clubs and Community Award for Emergency Services 2023 If this role sounds like you, apply today and don’t miss out on this exciting opportunity.