Seasonal Duty Captain

About Aligned Leisure

Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond’s health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 53 leisure centres, community stadiums, pools, gyms, skate parks, gymnastics programs, theatres and other facilities throughout Victoria and New South Wales.

At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.

We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.

Child Safety Commitment:

Aligned Leisure is committed to the safety of children.  We want all children who attend our facilities and/or are in our care to be safe, happy and empowered.  We are committed to the safety, protection, participation and empowerment of all children by implementing Child Safe Standards and providing a safe and supportive environment for all children.  We make sure that children are not exposed to any form of harmful conduct or abuse and each child is empowered to participate in decisions that affect them and to share any concerns they may have. 

KEY RESPONSIBILITIES:

1. Daily operation of the facility
• Conduct regular internal and external facility walkthroughs demonstrating leadership and monitoring cleanliness, presentation, service quality and safety. 
• Ensure the highest levels of cleanliness and presentation at all times, especially in areas such as change rooms. 
• Troubleshoot facility, plant and equipment issues as required.
• Engage approved suppliers to undertake maintenance as required, minimising downtime.
• Detailed and timely reporting of maintenance items to contract leadership and Council as appropriate.
• Liaise with user groups and service delivery staff to direct, coordinate to ensure that the facility is set up for programs as required.
• Staff leadership and supervision across the entire service delivery team.
• Ensure compliance to all shift checklists.
• Coordination of staff rosters, breaks and changes.
• Educate all staff on the shifts activities to ensure they are prepared to deliver the best possible service.
• Support staff to maximise sales opportunities for all programs and memberships.
• Assist staff to minimise wait times, especially at the front desk and on the phones. 
• Ensure the facility opens on time and programs start on time.
• Transition facility management to the next Duty Captain or ready for the following day.
• Ensure all reports, checklists and procedures are completed and signed off.

2. Health and safety of all staff and customers
• Maintain an understanding of all relevant aspects of the OH&S and Environmental Management Systems. 
• Implement and monitor compliance to policies and procedures. 
• Implement and documents hazard and environment inspections, risk assessments, risk controls and corrective actions.
• Ensure health and safety is discussed with all staff, on every shift.
• Oversee the evacuation the facility in accordance with procedures as required.
• Act as Chief Warden for the facility.
• Investigate all incidents and implement actions to prevent reoccurrence, maintaining written records.
• Risk-assess work instructions to identify any hazards and take action to rectify any identified risks.
• Ensure the dissemination of OH&S, Risk and Environment information to staff relevant to their roles and responsibilities.
• Facilitate and monitor rehabilitation of injured workers as per their return-to-work plan.
• Ensure all employees and contractors are inducted and receive regular training as required.
 
3. Customer complaint and dispute resolution
• Authority to solve customer issues on the spot, without the need to seek approval from a member of the management team.
• Ensure all complaints are followed up in a timely manner.
• Actively seek customer feedback on service levels.

4. Outstanding service delivery to all customers and stakeholders
• Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers. The Duty Captain will be relentless in identifying opportunities to provide exceptional service and will continuously ask themselves, “How would I want a member of my family to be treated in this situation?”
• Lead and deliver on our customer charter and service standards.
 

ESSENTIAL QUALIFICATIONS AND EXPERIENCE:
• All Duty Captains must hold or be willing to attain first aid and CPR qualifications, and participate in Chief Warden training
• Duty Captains in aquatic facilities must hold or be willing to obtain lifeguard qualifications. A pool operations certificate is desirable, but not essential.
• Duty Captains in facilities that serve food must hold or be willing to obtain Food Handler’s certifications.
• Previous experience in customer experience or operational management is desirable.
• The position may be subject to relevant pre-employment checks such as a Police Check and must maintain a current Working with Children’s Check or equivalent. 

PERSONAL ATTRIBUTES:
• Focused on the customer experience.
• Understands, enjoys and is highly motivated to work in community sport and leisure.
• High level communication and consultation skills, including a commitment to open, honest, two-way and frequent communication.
• Decision making skills, including the ability to consult and gather information, consider alternatives, communicate decisions and review outcomes in a timely manner.
• The ability to provide coaching and mentoring to staff.
• Conflict resolution skills.
• The ability to delegate, empower and engage staff.
• A commitment to professionalism and accountability.