Stockton RSL Club Operations Manager Minimum Qualifications Required Responsible Service of Alcohol (RSA) Competency Card Responsible Conduct of Gaming (RCG) Competency Card Good Aptitude for general mathematics, reading and writing English Good Interpersonal skills friendly and helpful customer focussed nature Good Intra-personal skills Ability to lead other personnel by example (charismatic and transparent leadership), attention to detail, care in actions, dependable, active listener, willingness to ask for assistance if required, accepts responsibility for own actions. Demonstrated Good cash handling skills Ability to work under pressure Ability to demonstrate patience and good conflict resolution skills A good understanding of the Registered Clubs Act 1976 A good understanding of the STOCKTON RSL Rules & By-Laws A good understanding of the STOCKTON RSL s operational areas and operational policies A good understanding of the STOCKTON RSL s employee & departmental operational handbooks and position descriptions a) Operations Manager Specific Duty Register 1. Assist the General Manager with the efficient and effective day to day operation of the Stockton RSL s trading activities, including all floor operations. 2. Effectively Co-Ordinate the day to day activities in accordance with the club s rules and policies and ensure that legislative requirements are being fulfilled. 3. The Operations Manager is required to perform their duties with professionalism and integrity by providing accurate operational information to The General Manager whenever necessary. 4. Lead by example with effective management and supervisory skills. 5. Patrol the Club s premises in to ensure the Stockton RSL s operational standards are met with regard to performance, service and security. 6. The Operations Manager is required to liaise with the General Manager regarding the effective use of staffing resources. 7. The Operations Manager will oversee Duty Managers ensuring that the Specific Duty Registers (SDR s) detailed in employee s job descriptions are being maintained. 8. Identify and adjust staffing levels to maintain budgeted labour costs and increase performance. 9. Correct staff acting with inappropriate behaviour if required.
10. Provide on the job guidance, training and assistance to all employees to ensure that products and services are provided in a premium and professional manner at all times. 11. Motivate staff, promote moral, encourage team work / cooperation whilst maintaining labour allocations and resources in line with budgeted allowances. 12. Ensure operational employee compliance with legislation, club policies and procedures. 13. Maintain all standards for operational activities as described in staff & department handbooks, Job Descriptions and memorandums. 14. Assist ssist employees with regular day to day reconciliation tasks such as providing POS, TAB & Keno readings. 15. Co-ordinate the activities of all point of sale areas ensuring professional service provisions, revenue integrity and cost efficient staffing levels. 16. Accurately reconcile float balances before safe entry. 17. Report any circumstance or incident involving misconduct by either a patron or a staff member in the club s daily shift reporting system. 18. Required to maintain a high standard of cleaning and preventative maintenance. 19. Maintain Work Health and Safety standards as outlined by the Stockton RSL and legislation. 20. Maintain security standards as outlined by Senior Management 21. Participate and attend any training that the club feels may benefit the position or person. 22. Actively participate in team meetings and provide input relating to work practices, and communicate issues/ areas of concern. 23. Communicate both formally and informally with Senior Managers and other team members on a regular basis. 24. Participate in on-going training and development of self and team. 25. Participate in team and individual performance appraisals as required. 26. Identify own training needs and address with Manager. 27. Support Managers and fellow team members, and work as an active team member. 28. Pass on specialist technical knowledge to other team members to ensure their skills are developed and enhanced. 29. Liaise with Department Managers in relation to all activities within departments. 30. Complete EGM clearances as per club procedures when required 31. Complete CRT (cash redemption terminal) clearances/ refills as per club procedures 32. Maintain a level of service, comfort safety and security by efficient usage of available resources. 33. Carry out all other duties as directed by Senior Management. 34. Complete all rostered duties as required by the club. b) Customer Service Duties and Responsibilities 35. Provide excellent customer service to patrons, at all times and in all areas of the Club 36. Handle any patron complaints in accordance with set procedures in the first instance. Record all complaints in the Duty Managers shift report, and email the complaint to the operations manager and CEO.
37. Provide accurate information on club services and facilities 38. Always be familiar with the Club s products, offers, procedures and policies so that you can respond to questions about them from staff and patrons 39. At all times be attentive, courteous and patient with all customers, staff and agents of the STOCKTON RSL 40. At all times, contact a Senior Manager when mediation of a problem with a customer is unattainable 41. At all times, if unable to answer an enquiry/ request, advise the patron that you will seek the information and will get back to them never leave the patron without an outcome. 42. Become familiar with regular club patrons, so that you may provide a high level of service 43. Encourage non-members to become members by explaining benefits of club membership c) Workplace Health and Safety Responsibilities 1. Ensure all work areas are clean and well-maintained throughout the shift. 2. Identify safety hazards and ONLY if safe to do so, eliminate the hazard immediately 3. Report ALL safety issues/ concerns in the shift report and email to Senior Management 4. Ensure that staff have left all areas clean and organised at the end of each shift 5. Always operate equipment in a safe and sensible manner 6. Keep uniform clean and tidy and adhere to personal grooming standards as per the STOCKTON RSL policy 7. Constantly maintain Work Health and Safety standards as per the STOCKTON RSL policy 8. Monitor and Ensure the smoke free environment by enforcing the STOCKTON RSL nonsmoking policies 9. Ensure a Harassment-free workplace 10. Duty Managers are responsible for maintaining a level of service, comfort, safety and security at all times. Key Role Summary a) I must be prompt and serve the clubs patronage with a customer focussed nature, and keep up to date with promotional policies so that I will achieve great customer service levels. b) I must keep up to date and have a good understanding of the club s policies and procedures, so that I may lead and advise staff members with correction or praise. c) I must ensure confidentiality of managerial meetings is upheld, so that the CEO may deliver great organisational productivity results to the Board of Directors. d) I must ensure that all SDR s are maintained by the staff so that I may achieve great customer service levels e) I must be attentive and monitor club patronage for signs of intoxication to satisfy the clubs statutory obligations
f) I must be attentive and monitor patronage entering the club who have excluded themselves from the STOCKTON RSL to satisfy the clubs statutory obligations relating to Harm Minimisation (Gaming) g) I must balance all monies/ floats so as to record minimal cash variances h) I must be sure that I place the safety of myself, fellow staff and agents of the club as a priority i) I must ensure that all standard employment expectations are maintained so that I will achieve the standards expected in my Specific Duty Register. Standard Employment Expectations 1. Punctuality commencement of shift as per posted roster or agreement 2. Employees must be in correct and complete uniform prior to starting their shift 3. Uniform must be well maintained, laundered and pressed at all times 4. Commitment to STOCKTON RSL club policies and procedures as described in position descriptions, issued memos and the STOCKTON RSL club employee handbook 5. Assist fellow staff and management by being reliable at all times 6. Ensure the premium delivery of products and services on every occasion 7. Deliver maximised performance in all dealings 8. Adaptability and flexibility to accommodate change and provide responsive services to meet member needs 9. Maintain confidentiality & integrity in all transactions 10. Maintain and encourage a team environment while in the employ of the STOCKTON RSL 11. Be loyal & Work at all times to support the STOCKTON RSL s objectives 12. Attend and undertake training programmes provided by the STOCKTON RSL 13. It is unacceptable to spread or support the dissemination of malicious or damaging rumours and/ or to gossip which may cause offence or potentially defame the Club s business affairs or club employees 14. Report all WH&S and maintenance issues through the correct channels 15. Treat all allocated STOCKTON RSL resource materials and property with care and respect. 16. Clarify unknown policies and procedures with Team Leaders and /or Managers before acting. 17. Be active and participate in Staff training and staff meetings 18. Staff members will not exceed delegated authority. 19. Staff room amenities are to be left in a clean & orderly manner after use. All used plates, cups, glasses & cutlery to be returned from place of origin. Staff room to be left as per expected by WH&S Standards. 20. Smoking is NOT permitted anywhere in the building. Employees may only smoke on designated breaks and are not permitted to loiter outside the entrance to the club. 21. Lost property must always be presented to the Duty manager immediately 22. Always confirm the end of a shift with a Duty Manager before leaving the premises 23. Personal mobile phones are NOT permitted to be used in any operational or general areas while rostered for duty.
24. The consumption of food in operational or general areas is not permitted without authorisation 25. All staff soft drinks must be registered on the POS till system as Staff Drinks. 26. All keys signed out of the key watcher are the responsibility of the individual (loss of keys may lead to severe disciplinary action) Key Performance Indicators (KPI s) 1. Attendance & Punctuality 2. Customer Service Quality 3. Personal Grooming and Uniforms 4. Cash Handling Performance 5. Job Knowledge 6. Teamwork & Dependability 7. Monitor, Maintain & Report on Work Health and Safety Standards 8. Motivate Staff, Promote Moral & Encourage Teamwork Key Performance Indicators (KPI s)- Measurement KPI Attendance & Punctuality Customer service quality Personal grooming and uniforms Cash handling performance Standard Duties and responsibilities & Job Knowledge for a Poker machine attendant Team work and dependability Monitor, maintain & report on WHS standards Motivate Staff, Promote Morale & Encourage Teamwork Measurement Methodology options Shift Shift Shift Shift Customer feedback, phantom surveys Shift