Position Description. Shift Manager - Portfolio

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1 Position Description Position Title: Department: Reports to: Staff Responsibility: Key Internal Relationships: Position banding: Shift Manager - Portfolio Shift Management Trading Team Manager Portfolio 1 Gaming Manager Portfolio 2 F&B Manager Direct responsibility portfolio team members Supervision of all staff on duty Employees and Management Hospitality Venue Managers POSITION SUMMARY: Responsibility for the day-to-day operations of the Club across all operational sections within the Club providing high levels of customer service and compliance. The on-shift representative of the Club in the absence of the Chief Executive Officer and/or Chief Operating Officer. Portfolio responsibility includes people management / leadership duties for portfolio team members. Definitions: KRA: KPI: Key Responsibility Area Key Performance Indicator, how the task is measured KRA 1: Coordination of the staff activities on a daily basis including supervision, 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 performance of staff to ensure financial and manning guides are appropriate for the demands of the business. Provide sound leadership to portfolio team members. 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. All staff are well presented and follow procedures as per Club standards. Ensure all variances are reported on the day sheet. Ensure most appropriate person is called in for shift, reducing over-time where possible. Report staffing level abnormalities to management. Actively participate in the recruitment process for new employees and transfer, promotion opportunities. Provide timely review and provide constructive feedback to portfolio team members. Shift Manager portfolio PD

2 KRA 2: Daily management of all cash and cash related procedures and transactions. Ensure all employees tils are run off at the end of shift, any variances reported via Risk Manager. Complete all cheque signing processes and balance of cash procedures as required on a daily basis KRA 3: Daily management of all facilities and operational maintenance. Ensure all amenities, facilities and equipment are all operating correctly and report any issues arising. Ensure the daily preventative maintenance program is adhered to. Maintain and manage the security requirements of the Club property, equipment, employees, patrons and contractors. Ensure all variances are reported and investigate potential variances to rectify cash discrepancies. Audit / spot check the balance room as and when required. All cheques must be signed and accounted for. Report all in-house job requests via Risk Manager and print to issue to handyperson to rectify. Any larger issues should be reported via the Maintenance contractors report for task completion. A daily visual inspection is completed and any issues reported to be rectified. Ensure all hazards are made safe immediately and respond with urgency when an unsafe practice or situation is raised. Ensure all contractors are signed into the Club following the Clubs standard. Any security related items should be reported via Risk Manager. Ensure all alarms, keys, pin codes are maintained and checked regularly. KRA 4: Adherence to all Club policies and procedures as amended from time to time and ensure adherence to Liquor and Gaming legislation. Adherence to the Club bi-laws as amended from time to time. Supervise and monitor 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. 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: Manage and resolve staff and customer grievances and escalate where required Follow complaint handling procedures and escalate to senior management if required. Ensure all staff comply with the grievance policy at all times. 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. 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. KRA 6: Ensure safety and well-being of all staff, patrons and contractors whilst on Club premises as per policies and legislation. Ensure all hazards are made safe immediately and respond with urgency when an unsafe practice or situation is raised. Promote and protect the image of the business through positive interactions with all stakeholders and external parties. Obey the confidentiality and privacy provisions of all team members. Ensure all incidents and hazards are reported within 24 hours of notification. Any immediate risk exposed to an individual, the area must be quickly assessed to reduce harm or risk exposed. Any media queries should be directed through to the CEO/COO or Marketing & Communications manager. Ensure all online media content is published correctly and when becoming aware of items that may potentially threaten the brand, this must be reported immediately to Senior Management. Report to senior management any breach of the confidentiality or privacy guidelines as stipulated by the Club and legislation. COMPETENCIES: Critical Competencies Competency Relationship Management Negotiation & Conflict Resolution Decision-Making Problem-Solving 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

4 Adaptability & Responding to Change Coping with Pressure Drive for Results People Management Building Effective Teams Managing Performance 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 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 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

5 Financial Management Strategic Thinking 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 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.

6 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: