Position Description. Customer Service Manager

Transcription

1 Position Description Position Title: Department: Reports to: Staff Responsibility: Key Internal Relationships: Position banding: Customer Service Manager Food & Beverage Shift Manager on duty Trading Team Manager Portfolio 1 Gaming Manager Portfolio 2 F&B Manager Supervision of staff within peak trade areas Employees and Management Managers POSITION SUMMARY: Responsibility for the ensuring that all set service standards are achieved in line with standard operating procedures. Being present in peak trade areas at relevant times to monitor performance and ensure customer service standards are achieved. Communicating effectively to portfolio managers and team members in response to trade, trends and standards. Definitions: KRA: KPI: Key Responsibility Area Key Performance Indicator, how the task is measured KRA 1: Supervision of the staff activities on a daily basis including delegation of tasks, monitor performance and performance management. Lead by example, be an Ambassador to the Club by providing outstanding customer service and demonstrating and living the Club s values. Daily supervision and direction of team members, ensuring all operational tasks are effectively delegated and tasks completed. Ensure adherence to policies and procedures and the practical application of these as they apply to employees. Monitor and report on staff level needs within each area of responsibility throughout different trade periods. Demonstrate the four key values in all interactions to provide sound leadership to staff. All tasks are completed and areas stocked for next shift commencement. Provide training, mentoring and coaching to staff where required. Provide a food & beverage specific report on daily trade highlighting trends, performance and customer service standards. All staff are well presented and follow procedures as per Club standards. Provide comments to the portfolio members to assist in staff reviews. Report staffing level abnormalities to management. Identify and report on emerging trends. Provide sound leadership to direct team members. Actively participate in the training process for new employees. Provide timely review and provide constructive feedback for portfolio managers. Ensure that there is adequate supervision in critical areas of responsibility. Presence in high trade areas at the correct times. Mystery Shop results. Customer Service Manager - PD

2 KRA 2: Implement customer service standards Ensure staff are aware of relevant customer service standards. Monitor and report on variances to the customer service standards. Coordinate staffing levels with trade to ensure best coverage across areas of need. Regular engagement with Members/Visitors to ensure loyalty and a positive customer experience. Regular engagement with Members / Visitors to ensure loyalty and a positive customer experience. Direct reports clearly understand their objectives. Mystery Shopper result. No. of complaints. Member and visitor feedback. Mystery Shopper results. Member and visitor feedback. Waiting times. Mystery Shopper results. Member & Visitor Feedback. Positive body language & posture. Mystery Shopper results. Positive body language and posture. KRA 3: Training, development and coaching of team members to ensure ongoing development and standards are maintained Ensure a high level of product knowledge is shown by staff in relevant areas. Identify training and development needs for employees to develop skills and knowledge consistent with the needs of the Business. Adopting and communicating training plans for each area of responsibility. Direct reports can clearly communicate product knowledge. Attendance and input at department meetings. All employees have the skills and knowledge to complete their work. Identify high performing employees and assist in the implementation of development plans with portfolio managers. Comments are communicated with portfolio managers during probation and staff review periods. KRA 4: Adherence to all Club policies and procedures as amended from time to time and ensure adherence to all legislation Adherence to the Club bi-laws as amended from time to time. Supervise and monitor relevant staff to ensure daily to ensure they are adhering to the standards set by The Shellharbour Club. Assist in creating, writing and reviewing operational standards and procedures. Actively promote and educate team members regarding RSA/RCG requirements. Ensure detailed and accurate daily reports are provided to all relevant stakeholders. Maintain knowledge and understanding of changes and amendments to legislation and industry trends. Monitor and manage patron behaviour at all times. Report matters of incorrect behaviour, grooming in the OLGR / Incident report folder in a timely basis. Relevant staff members are aware of key policies and are informed of any changes to business requirements. Actively participate in discussions for operating standards and make recommendations to improve efficiencies for portfolio areas. Ensure master files with certificates are current and up-to-date. Monitor and provide briefings to team members regarding licensing requirements. Report all incidents via the OLGR and incident book. Effectively communicate to all parties to ensure compliance to reduce any risk exposed to the business through Industrial relations, criminal and civil matters. Make a conscious effort to update one s on knowledge. Participate in scheduled training and development programs provided by the Club to improve self and department standards.

3 KRA 5: Implement and resolve staff and customer grievances and escalate where required Follow complaint handling procedures and escalate to senior management if required. Ensure all relevant staff comply with the grievance policy at all times. KRA 6: Provide effective communication Ensure any grievances that can be dealt with at the front line are handled appropriately. Ensure coaching and training is provided to staff when issues/complaints are not handled correctly. Following the clubs complaint matrix document to resolve customer complaints. All complaints are to be documented to appropriate management within 24 hours Educate and inform team members of the grievance reporting procedures, rectify front line issues where possible. Report all grievances as per the policy and procedure. Ensure effective response or escalation to all staff grievances within 48 hours. Attend shift briefings when and where required Actively attend communication briefings and sessions, provide constructive feedback. Assist portfolio managers in completing agendas for department meetings Provides regular feedback to managers that will improve efficiencies of the outlet/department Immediately report any issues with systems or procedures and where possible identify solutions/matters. Clearly communicate business objectives to team members Direct reports clearly understand business objectives Direct reports clearly understand targets Shift briefings at the commencement of shift so each member has clear goals and responsibilities Provide clear concise feedback to management Completion of Shift & trade reports and relevant stakeholders Actively attend Shift manager and portfolio meetings and providing constructive feedback Clearly communicates with internal and external customers, demonstrates respect in all interactions. Consistently engages and communicates with the shift management team to ensure standards and SOP s within designated department are completed business objectives are met. Staff are aware of responsibilities and standards. All tills are balanced and accounted for at the end of trade Communicate with courtesy and respect in all interactions. Promote and protect the image of the business through positive interactions with all stakeholders and external parties Ensure all online media content is published correctly and when becoming aware of items that may potentially threaten the brand, this must be reported to Senior management.

4 COMPETENCIES: Critical Competencies Competency Relationship Management Negotiation & Conflict Resolution Decision-Making Problem-Solving Adaptability & Responding to Change Coping with Pressure Drive for Results People Management Definition Proactively consults with, and engages various stakeholders across the business, developing trust and credibility Establishes good relationships and relates well to people at all levels, internally and externally, to support the achievement of organisational goals Builds and maintains appropriate rapport and constructive and effective relationships with stakeholders Able to negotiate with others to achieve win-win outcomes Assertive when required and able to overcome objections in a positive manner Manages conflict or complaints appropriately, diffuses high-tension situations comfortably, and make judgements as to when to escalate issues Collects facts and applies logic, rationale and objectivity prior to making decisions Is prepared to make decisions independently, and can do so in a timely manner Demonstrates sound judgement, recognising the boundaries and limitations of their decision-making authority and escalates as appropriate Investigates and asks relevant questions to identify and gather data and information, Looks beyond the obvious, thinks outside the box, and does not stop at first answers Through gathering relevant information, is able to solve problems with effective solutions Receptive to change, makes positive use of the opportunities change initiatives present, is not knocked off balance by the unexpected Keeps up with the speed of change, has the flexibility to adapt to different situations at the time they are encountered Adaptable, tolerant of ambiguity, works well without clear structure, and is comfortable with changes to process and policies Can be relied upon to maintain a consistent and stable approach, demonstrates patience and perseverance to work through tough times and does not show frustrations when restricted or blocked Self-disciplined, maintains a positive approach at work and handles difficulties in a professional manner Resilient, copes well with stress and pressure, remains calm, composed and does not become defensive or irritated when experiencing difficulties Strives for high performance and high standards of work without placing excessive pressure on themselves or those around them, and shows discretionary effort in order to get work done Action-oriented, target driven and shows a sense of urgency in order to deliver results Maintains forward momentum and perseverance, is dynamic and results focused and shows the necessary energy to achieve goals Establishes a clear vision and direction for the team, is approachable and available, and enables staff to keep up with change initiatives Leads by example, sets appropriate standards of behaviour and work, and enables staff to take ownership Promotes fairness, is consistent and transparent, and recognises and rewards the contribution of others Assigns responsibility for tasks and decisions appropriately and distributes workload fairly

5 Building Effective Teams Managing Performance Coaches and develops others for individual and team performance, creates a climate in which people want to do their best Actively engages, motivates and empowers the team to take responsibility and contribute, invites input from each person and shares ownership Identifies the right people in order to get the job done, ensuring staff are appropriately skilled Takes control of a team and gives them direction and a sense of purpose through their own actions and approaches to situations Sets clear objectives and plans, and monitors progress and measures results to deliver agreed outcomes or organisational goals Takes a helicopter view of responsibilities, yet goes into detail when required and prioritises and manages multiple activities at once to achieve defined objectives Makes tough people decisions, balances efficiency and productivity with consideration for the people in the team Maintains a two-way dialogue with others on work and results and balances direct feedback with tact and diplomacy Desirable Competencies Competency Business Acumen Organisational Agility Financial Management Strategic Thinking Definition Demonstrates a strong commercial awareness and makes decisions based on an understanding of how the business financially operates Entrepreneurial, has a radar for opportunities, maximises commercial opportunities, knows the competition, understands various types of business propositions and how businesses operate Knowledgeable in current policies, practices and information affecting their business and keeps up to date with market and industry trends Aware of competing agendas and ulterior motives Can manoeuvre through complex political situations effectively and comfortably Is sensitive to how people and organisations function and is aware of how strategies and tactics work Budgeting, financial planning and performance tracking that provides tactical direction to achieve the organisation's financial goals Financially aware, controls costs and considers profit, loss and added value Aware of costs involved in running a business and takes action to ensure expenses are minimised and opportunities are maximised within the realm of their influence Conducts research, anticipates risk and future consequences and probes for further information or understanding prior to formulating policies or strategies Thinks beyond immediate focus, appreciates broader organisational goals, has a long-term vision and balances business as usual operations with strategic growth and change Understands a wide range of issues across and related to the organisation, puts problems, events and activities into perspective, and assesses their long term impact and implications

6 VALUES All Shellharbour Club employees shall act in accordance and adhere to the Shellharbour Workers Club Ptd Ltd Values, including: Value 1: Excellence Diligence, Leadership, Knowledge, Professionalism, Productive, Team Spirit, Pride, Ownership Value 2: Empowerment Leadership, Innovation, Trust, Recognition, Initiative, Communication Value 3: Commitment Dedication, Passion, Loyalty, Positive Attitude, Supportive, Empathic Value 4: Integrity Honesty, Respect, Truthfulness, Good Intentions, Honour SKILLS, EXPERIENCE AND QUALIFICATIONS Minimum 3-5 years of supervision/management experience. Prior Club supervision / management experience highly desirable. Superior customer service skills. Sound understanding of Club operations. Proven leadership skills. Excellent interpersonal and communication skills. Strong written communication and report writing skills. Strong problem solving, time management and cash management skills. Knowledge of applicable legislation including; The Fair Work Act 2009, Work, Health and Safety Act 2012 and Licensing laws. Computer literacy. Knowledge of Risk Management principles and requirements in the Club context. PHYSICAL REQUIREMENTS Role is primarily operational with the majority of time walking through all areas of the Club therefore a level of fitness and stamina is required. ACKNOWLEDGEMENT OF POSITION DESCRIPTION This is not an exhaustive description of all tasks that need to be completed by the occupant. I agree to perform the duties as set out in the above position description and will carry out those duties to the performance standards required. Employee Signature: Date: