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. 

The Duty Captain will be proactive in providing visible leadership and direction to all staff ensuring that all areas of the facility are operating efficiently and with the highest possible level of service. They will take pride in managing such important community assets and ensure they are presented immaculately and maintained to the highest standards at all times.  

This position 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 plant and equipment. 

• Engage approved suppliers to undertake maintenance as required, minimising downtime. 

• Detailed and timely reporting of maintenance items to the Head of Facilities & Safety, Pool Captains and Council as appropriate. 

• Liaise with user groups and service delivery staff to direct and coordinate, ensuring 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 shift’s 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 Occupational Health and Safety and Environmental Management Systems.  

• Implement and monitor compliance to policies and procedures.  

• Implement and document 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 of the facility in accordance with procedures as required. 

• Act as the 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 OHS, 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 leadership 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. This role will be relentless in identifying these opportunities and will always ask “How would I want a member of my family treated in this situation?” 

• All Aligned Leisure staff will understand and deliver on our customer charter and service promise. 

The Duty Captain may from time to time be required to undertake other tasks as directed by the Leisure Manager and Head of Facilities & Safety. 

Undertaking a Duty Captain shift may form part of another role, if so, the employee’s focus during such shift must be on delivering the requirements of this position description.