Duty Captain

COMPANY PROFILE: Our purpose, connecting to thrive and win, is what drives us, it is the reason we exist. Our priority is connecting to our partners, delivering on their objectives, and allowing their communities to thrive and win. We achieve this through our commitments to improving health and wellbeing, driving community connection, high-performing people, and robust management systems. Aligned Leisure enriches communities and ignites connections. We enable communities to thrive through art, aquatic, fitness, health, sport, and wellbeing services. Our services are not about us. We work with our partners to deliver programs and services tailored to their unique community needs. Aligned Leisure draws upon the unparalleled capacity of its parent company, the Richmond Football Club, to deliver initiatives reaching deeply into communities and driving positive change in health, education, gender equity and the alleviation of disadvantage. 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. POSITION PURPOSE: The Duty Captain will manage all facility operations during their rostered shift. They are ultimately responsible for the safety and experience of all customers. They have the authority to make the necessary decisions to ensure the highest levels of safety and customer experience are maintained at all times. They will take pride in operating such an important community asset and ensure that all areas are presented immaculately and maintained to the highest standards at all times. The Duty Captain will work relentlessly to implement the Aligned Leisure purpose of connecting to thrive and win, values of aware, disciplined, relentless and united, and associated behaviours throughout the entire team. 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. The Duty Captain may be required to undertake other tasks as directed by the Centre Captain / Head of Facilities, Safety & Environment or other senior leaders. The Duty Captain will also undertake regular direct service shifts and must be regularly visible across all facilities. KEY RELATIONSHIPS: • Contract leadership teams and employees • Relevant Council staff and officers • Relevant vendors and suppliers • Key user and community groups

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.