Job Description

Why do we have this role…

• To provide exceptional customer service to all our visitors and guests, including our signature customer experience to each and every person.
• Provide customers with a high level of satisfaction with prompt, accurate, and helpful information.

What key responsibilities does this role have?

• Welcome (meet, greet) and farewell to our members and guests, focusing on creating memorable, signature experiences for every person, every time.
• Completing tasks such as memberships, diverting phone calls ensuring payments are processed accurately and in line with our compliance processes.
• Proactively approaching members and guests to ensure they meet club and licensing requirements, refusal of entry in line with compliance requirements, and documenting refusals. Escalating refusals to CSM as required.
• Promptly answering phone calls and providing Club information and services.
• Providing information and up-selling of facilities, products and membership to new and existing members.
• Processing take-away alcohol purchases.
• Report any issues that arise to the CSM.
• Reading and responding to emails in a professional and polite manner. Escalating feedback to the CSM.
• Modelling the SESG culture and values.
• Handing over information and responsibilities to the next shift.
• Assisting with all enquiries from patrons, members, guests and SESG team members and solving any problems over the phone and in person.
• Assist in maintaining a safe atmosphere by assessing visitors upon entry of the Club(s)
• Keep all areas of Reception neat and tidy.
• undertake any additional projects or duties as assigned by management.

Ideal background…

• You’ll thrive in a customer facing environment and consistently pursue the very best feedback.
• Effectively communicating a connection with all demographics and personalities, portraying a strong passion for our club and living the Values of Respect, Openness, Empowerment and Collaboration is a must.
• Experience answering & redirecting incoming calls in a professional and courteous manner.
• Professional ‘can do’ approach to Customer service displayed with all customers. including from diverse backgrounds.
• 3+ years’ experience working in a fast-paced customer service environment.
• Demonstrated experience where you’ve used a professional ‘can do’ approach to customer service.
• Strong computer skills, ideally with memberships, payments and booking platforms.
• Ability to work on a 7 day roster.
• Effective communication skills and a team player with the mindset of ‘what I promise, I deliver on.’

Benefits…

• Working for one of the largest and most respected employers in the Shoalhaven
• Above Award rates + benefits!
• A supportive and people-first workplace
• Rewards & recognition program
• Growth & Development opportunities
• Uniforms provided
• Silver golf membership
• 50% discount on meals during shifts