YOUR PATHWAY
Here at CHRG we value continuous learning in an environment where we enable our team to develop in skills and knowledge.
You may decide to follow our Hospitality pathway starting as a Customer Service Attendant and work your way up to become the Head of Hospitality.
Alternately, you may decide to branch off in another direction and continue your journey with -
SHARED SERVICES
Facilities
Finance
Functions & Events
Marketing
People & Purpose
SPORT & WELLNESS
Customer Service Representative
Fitness Consultants and Instructors
Service Leader
Sales and Program Coordinator
Department Manager (Fitness, Gymnastics, Aquatics)
Digital Marketing Coordinator
With regular check-ins with your Leader, you’ll get the opportunity to discuss training and progression.
BEHAVIOUR MATRIX
COMMUNITY
We proactively identify ways to uplift others and promote better outcomes
We recognise and respond when someone needs help
We cultivate relationships based on mutual respect and trust
We provide solutions and readily call on our network to do the same
We volunteer and help organise CHRG community events
HOSPITALITY RESPECT GROWTH
We exceed customer expectations
We look for opportunities to surprise and delight our customers
We consistently find solutions that deliver customer service excellence
We embrace the diversity of the team; we use our team’s unique skills, perspective and experiences to our advantage
We see things from other’s point of view
We seek advice and opinions from all stakeholders when making decisions
We speak highly of our past and actively participate in community traditions
We allow our team to be their authentic selves
We provide more than financial support to our communities
We have pride in our job, team, CHRG and local community
We think about the impact of our actions on others
Our community is at the forefront of our decisions
We lead by example
We support everyone
We consult with and obtain feedback from our communities
Our services and venues are inclusive
Our services reflect the world around us
We are clear and timely in our communication with our communities
We get involved in CHRG community events
We focus on our own needs, to the detriment of others
We don’t collaborate with others
We ignore feedback from our stakeholders
We act, without understanding impact of our actions
We don’t get involved in CHRG community events
We engage with our customers, including;
• being welcoming and hospitable
• greeting and farewelling every customer
• addressing our customers by name when known (no pronouns)
We set clear service expectations and communicate them
We think and plan ahead
We provide a secure and safe environment
We strive to produce high quality work consistently
We lead by example
We give our customers 100% of our attention
We address our customers (by name when known, avoid using pronouns)
We stand tall and display open body language
We are flexible and adaptable in our roles to ensure customer needs are met
We do the bare minimum and lack enthusiasm
We let the team down and are not a team player
We communicate poorly
We display closed body language (crossed arms, turn our backs, not making eye contact, or speaking clearly)
We leave our area (unattended)
We don’t follow instructions
We walk past issues
We present and/or accept sub-standard products/services
We lack energy, are disengaged and/or complacent
We do the right thing
We listen to seek to understand, not to simply respond
We support each other
We give people the benefit of the doubt
We are calm, open and clear when we communicate
We acknowledge if a deadline cannot be achieved, and put actions in place to reach a desired outcome
We do what we say, and we say what we do
We keep our commitments and complete tasks on time
We value the contribution of each team member
We work together to achieve our goals, even if it’s outside our ‘normal’ responsibilities
We honour our past and respect our traditions
We don’t have accountability
We don’t respect others
We do not honour our word
We lie or conceal the truth
We are selfish
We don’t listen
We take credit for other people’s work
We disregard other perspectives
We appear bored, dismissive or disengaged
We judge, exclude or discriminate others based on differences
We don’t own up to mistakes, we cover them up or blame others
We question the status quo
We monitor competitor & market trends to stay ahead of the pack
We always look for new opportunities
We are not afraid to change course when needed
We learn from our mistakes, embrace feedback and actively work to improve
We empower others through positive feedback & guidance
We embrace new ideas and knowledge
We take charge of our own development
We share our knowledge and skills
We think about the future when making decisions
We celebrate our wins as a team
We are willing to help others to achieve goals and tasks
We problem solve
We seek help when we need it
We always try to improve and learn new skills
We are open to new ideas and ways of working
We own our mistakes
We acknowledge our skills gaps and are willing to learn
We are open minded and listen to suggestions
We accept change and adapt quickly
We recognise and reward success
We do things because ‘we have always done it that way’
We have no interest in self-development
We are unprepared and fail to plan
We abandon goals and targets
We focus on what doesn’t work as opposed to looking for solutions
We dismiss, oppose or critcise new ideas & innovative thinking
We resist change and are unwilling to learn new things
We don’t share our knowledge
We repeat the same mistakes
We don’t accept feedback or constructive criticism
We micromanage and don’t trust those we work with
DEVELOPMENT PATHWAYS > HOSPITALITY >
CUSTOMER SERVICE >
CUSTOMER SERVICE ATTENDANT (CSA)
SERVICE LEADER SUPERVISOR
Position purpose:
CSAs are the face of CHRG, the experience customers have when visiting our venues starts with our CSAs. CSAs are responsible for completing all assigned tasks and providing an exceptional customer experience within their area of responsibility.
Experience/Skills:
• Previous customer service experience desirable.
• Excellent communication skills.
• Confidence in cash handling, previous experience preferred.
• Able to work shift work to suit hours of operation.
In addition to the role of CSA, Service Leaders are responsible for ensuring an exceptional customer experience within their area and providing support and assistance to the Supervisor, CSM and Venue Manager.
In addition to the role of Service Leader, Supervisors are responsible for executing the day-to-day operations of the venue under instruction from the CSM and Venue Manager.
• Minimum one year experience in hospitality operations within a multi-purpose facility.
• Cash handling experience essential.
• Ability to work independently with little supervision.
• Strong communication skills with the ability to train and mentor.
• Previous supervisory experience desirable.
• Minimum two years’ experience hospitality operations within a multi-purpose facility.
• Minimum six months experience in in a supervisory/leadership role.
• Ability to multitask with supervising a team while also providing exceptional customer service.
• Strong communication, time management, problem solving and decision-making skills.
POSITION OVERVIEW
CUSTOMER SERVICE MANAGER (CSM)
SENIOR CUSTOMER SERVICE MANAGER VENUE MANAGER (VM) HEAD OF HOSPITALITY
Customer Service Managers are responsible for the day-to-day operation and leadership of our venues.
The Senior CSM is responsible for the day-to-day operation and leadership of our venues and operate as ‘2IC’ to the Venue Manager. The Senior CSM is the delegated authority in the absence of the Venue Manager.
The Venue Manager is responsible for the overall management of the venue for which they are responsible and the leadership of the venue team.
The Head of Hospitality is responsible for ddeveloping and implementing the Hospitality strategic and operational plan for the Group.
• Minimum three years’ experience in hospitality operations within a multi-purpose facility.
• Minimum one year experience in a supervisory/leadership role.
• Able to manage conflict and problem solve ensuring a resolution.
• Accurate report writing.
• Proven ability to work to deadlines.
• Ability to work independently and as a team player.
• High level emotional intelligence.
• Capacity to address problems and issues in a productive manner.
• Accountability for decisions and actions.
• Motivational ability to drive the key operations of the business.
• Minimum five years’ experience in hospitality operations within a multi-purpose facility.
• Minimum two years’ experience in a management/leadership role.
• Minimum seven years’ experience in hospitality operations within a multi-purpose facility.
• Minimum three years’ experience in a management/leadership role.
• Knowledge of best practice and procedures for customer service and hospitality management.
• Excellent communication, leadership, relationship building and interpersonal skills.
• Problem solving aptitude.
• Bachelor’s degree in hospitality management, business, office administration or relevant field.
• Minimum ten years’ experience in hospitality operations within a multi-purpose facility.
• Minimum five years’ experience in a management/ leadership role.
• Excellent written and interpersonal communication, leadership, relationship building and interpersonal skills.
DEVELOPMENT PATHWAYS > HOSPITALITY >
CUSTOMER
SERVICE >
CUSTOMER SERVICE ATTENDANT (CSA)
Customer Service Attendants are responsible for creating an exceptional customer experience, from greeting to farewell. Our CSAs:
· Greet all customers, always acknowledge waiting customers and seek assistance during peak periods.
· Provide a safe, clean & comfortable environment for our customers. Answer questions about, and upsell, our venues, offerings, products, rewards programs, promotions, activations, and events.
· Strive to deliver Excellence.
· Pass along customer feedback, following our complaint handling process “Just fix it”.
· Farewell all customers.
SERVICE LEADER
In addition to the responsibilities of a CSA, Service Leaders are responsible for:
Ensuring team members are allocated to tasks/areas to ensure an exceptional customer experience and adjusting tasks based on trade requirements.
· Ensuring the team are performing with our high expectation of customer service.
· Being the first point of contact for complaint resolution.
SUPERVISOR
In addition to the responsibilities of a Service Leader, Supervisors are responsible for:
Resolving simple customer complaints/ disputes.
· Escalating complex customer complaints/ disputes to the CSM.
Operations
CSAs will be rostered a variety of task-based shifts upon completion of the relevant training including General Purpose Utility (GPU); Experience Host; Bar Attendant; Cocktail Bartender; TAB Operator; Keno Operator; Responsible Gaming Officer (RGO); Gaming Attendant; Gaming Runner; Gaming Service Bar; Executive Host; Pod Cashier; Cashier; Reception; Host; Events.
No matter which task CSAs are rostered, all CSA are responsible for the presentation and cleanliness of the venue including keeping all areas clear of rubbish and used glasses/ crockery, and ensuring all furniture is in its correct place.
· Depending on the time of the shift CSAs may be responsible for set up and pack up procedures, including reporting and cash handling.
· Further duties and responsibilities are outlined in corresponding training manuals.
In addition to the responsibilities of a CSA, Service Leaders are responsible for:
· Ensuring all tasks within their area of responsibility are completed efficiency and effectively.
· Ensuring all set up and pack up procedures, and any associated checklists, are completed. Ensures the environment of the venue is kept welcoming, safe, and clean, and that our customers and team feel valued and comfortable.
· Provide support and assistance to the Supervisor, CSM and Venue Manager.
In addition to the responsibilities of a Service Leader, Supervisors are responsible for the supervision and execution of the day-to-day operations of the venue under instruction from the CSM and/or Venue Manager, including:
· Arranging breaks.
· Responding to team member enquiries.
· Monitoring set up and execution of functions and events.
Monitoring and managing registers and cash handling procedures.
· Completing all necessary reports in a timely manner, with thorough information.
· Assist in incident response eg first aid.
· Act as Fire Warden in case of emergency.
KEY RESULT AREAS & MEASURES OF SUCCESS
CUSTOMER SERVICE MANAGER (CSM)
In addition to the responsibilities of a Supervisor, CSMs are responsible for:
Resolving all customer complaints in a professional and friendly manner.
· Provide innovative solutions and ways to improve complaint resolution experience.
· Provide customer feedback to the senior leadership team regarding promotions, offerings etc.
Escalate customer complaints/disputes to the Senior CSM or VM as required.
SENIOR CUSTOMER SERVICE MANAGER
In addition to the responsibilities of a CSM, Senior CSMs are responsible for:
Implement the hospitality strategy to ensure an exceptional customer experience.
· Escalate customer complaints/disputes to the VM as required.
VENUE MANAGER (VM) HEAD OF HOSPITALITY
In addition to the responsibilities of a Senior CSM, Venue Managers are responsible for:
Escalate customer complaints/disputes to the senior leadership team as required.
· Review roster templates on a regular basis and make changes to ensure an exceptional customer experience based on trade requirements.
The Head of Hospitality is responsible for:
Understanding the entire customer journey and developing and implementing the hospitality strategy to ensure an exceptional customer experience.
· Monitoring and ensuring service standards are being met at all hospitality venues.
In addition to the responsibilities of a Supervisor, CSMs are responsible for the leadership and execution of the day-to-day operations of the venue, including:
· Maintain the security and control of all venue money in line with policies and procedures. Trouble shooting & resolving all venue issues i.e., technical, operational, people.
Propose and implement continual improvements to SOPs.
· In accordance with BEOs and other event information, ensure smooth execution of:
- Activations
- Promotions
- Events, and
- Food operations.
Act as the Chief Fire Warden.
Act as the designated First Aider.
In addition, CSMs may take on a portfolio of responsibilities across the areas of rostering; speciality bars, beverage, marketing, events, security etc
In addition to the responsibilities of a CSM, Seniors CSMs are generally responsible for more than one portfolio of operational responsibilities.
The Venue Manager is responsible for implementing the venue’s strategic and operational plans, including:
· Making recommendations to department heads for policy / process optimisation, promotional ideas, incentives, and rewards etc.
Planning, implementing, coordinating on all activities associated with the effective and profitable operations of the venue.
· Reviewing and implementing operational and administrative SOPs as required to improve the financial performance of the venue.
· Making changes to cash par as required.
· Perform a CSM role in the roster as required.
The Head of Hospitality is responsible for developing and implementing the hospitality strategy for the Group, including:
· Developing innovative and proactive strategies based on market trends and competitor analysis, ensuring CHRGs hospitality offerings remain market leading, competitive and in line with customer expectations.
Managing negotiations and relationships with suppliers to ensure timely support and delivery of high-quality products.
· Ensuring adequate stock is always available for trade & promotional requirements.
· Develop a strong working relationship with all contracted operators across all venues to ensure operations meet CHRG expectations. Report on all activities associated with the effective and profitable operations of the Group.
· Manage budgets and approve expenditures.
DEVELOPMENT PATHWAYS > HOSPITALITY >
CUSTOMER SERVICE
>
CUSTOMER SERVICE ATTENDANT (CSA)
Prevent and Protect
· Act in accordance with CHRG policies, procedures, and all relevant laws and legislation:
- RSA & RCG
- Registered Clubs Act
- WH&S Act
- AML/CTF Act
Report hazards and/or unsafe practices.
SERVICE LEADER SUPERVISOR
· Act in accordance with CHRG policies, procedures, and all relevant laws and legislation:
- RSA & RCG
- Registered Clubs Act
- WH&S Act
- AML/CTF Act
Report hazards and/or unsafe practices.
· Ensure all team members act in accordance with CHRG policies, procedures, and all relevant laws and legislation:
- RSA & RCG
- Registered Clubs Act
- WH&S Act
- AML/CTF Act
· Report all incidents & hazards.
Behaviour & Leadership
· Behave in a manner consistent with CHRG’s Code of Conduct, and values behaviour matrix.
- Community - Hospitality - Respect
- Growth
· Conduct tasks in accordance with relevant policies & procedures.
· Take on any other tasks or responsibilities as required.
Participate in all learning and training opportunities provided
In addition to the responsibilities of a CSA, Service Leaders are responsible for:
Supporting, coaching, and allocating tasks to team members to ensure team members are working to the highest standards.
· Conduct and monitor workplace training and provide recommendations to the VM for additional training.
In addition to the responsibilities of a Service Leader, Supervisors are responsible for
Monitoring and managing staff tasks and breaks across the venue, ensuring trade demands are met.
· Providing feedback on team member performance to the CSMs and VM.
· Leading by example.
KEY RESULT AREAS & MEASURES OF SUCCESS (continued)
CUSTOMER SERVICE MANAGER (CSM)
· Ensure all venue activities and team members act in accordance with CHRG policies, procedures, and all relevant laws and legislation:
- RSA & RCG
- Registered Clubs Act
WH&S Act
AML/CTF Act
· Report all incidents & hazards
SENIOR CUSTOMER SERVICE MANAGER
· Ensure all venue activities and team members act in accordance with CHRG policies, procedures, and all relevant laws and legislation:
- RSA & RCG
- Registered Clubs Act
- WH&S Act
- AML/CTF Act
· Report all incidents & hazards
VENUE MANAGER (VM)
· Ensure all venue activities and team members act in accordance with CHRG policies, procedures, and all relevant laws and legislation:
- RSA & RCG
- Registered Clubs Act
- WH&S Act - AML/CTF Act
· Report all incidents & hazards.
HEAD OF HOSPITALITY
· Ensure all venue activities and team members act in accordance with CHRG policies, procedures, and all relevant laws and legislation:
- RSA & RCG
- Registered Clubs Act
- WH&S Act
- AML/CTF Act
· Report all incidents & hazards.
In addition to the responsibilities of a Supervisor, CSMs are responsible for
· Contributing to a positive, supportive, and inclusive culture through effective leadership and mentoring.
· The day-to-day performance management and development of their team by providing initial performance feedback and counselling where required. Participating in the recruitment of new team members.
· Being the initial point of contact for team member grievances, resolving simple grievances and escalating complex grievances to the VM and People team. Recommending team members for rewards due to outstanding performance and demonstrations of values driven behaviour.
In addition to the responsibilities of a CSM, Senior CSMs are responsible for:
The ongoing performance management and development of their team by providing ongoing performance feedback, counselling, and performance reviews.
· Assisting in resolving of somewhat complex team member grievances and supporting the VM and People team to resolve more complex grievances.
The Venue Manager is responsible for the leadership and management of the hospitality team within their venue, including:
· With the support of the People team, the resolution of complex team member grievances.
· Identification and resolution of training gaps.
· Identification of emerging talent and setting development pathways.
Identification of recruitment needs and working with the People team to recruit to fill the needs.
Energise the ‘front of house’ team through a hands-on approach, leading by example for all customer service functions and customer touch points.
· Issuing team member rewards.
The Head of Hospitality is responsible for the leadership and management of the entire CHRG hospitality team including:
· With the support of the People team, oversee the training, development and succession planning activities of all hospitality team members enable ongoing team development and ensure skill levels are maintained and/or enhanced.
Having active involvement in team member performance management, including motivation and counselling, promoting morale and fostering a professional staff attitude.
· Conduct regular department meetings to ensure high levels of communication and collaboration.
Monitoring the hospitality team rewards program and issuing rewards as appropriate.
DEVELOPMENT PATHWAYS > HOSPITALITY > CUSTOMER SERVICE
TRAINING REQUIREMENTS
Three FREE, confidential sessions.
Matters that may be addressed through the EAP include, but are not limited to:
• Relationships
• Grief and loss
• Stress and anxiety
• Substance abuse
• Conflict resolution
• Bullying and harassment
• Depression
Whistleblower Service
For the confidential handling of disclosures:
• Sumbit a disclosure via EAP Assist’s secure portal
• EAP Assist will assess the concerns, raise the concerns with the subjects & seek redress, then communicate outcomes to the parties.
Make an anonymous report: https://eapassist.com.au/ whistleblower-program/