Job Description

Service Supervisor

Locations Woden, Tuggeranong, Jamison & Yacht Precinct

Business Unit Operations

Reports to Relevant on-shift Manager

Direct Reports Service Attendants

About Us

• At Canberra Southern Cross Club, we do things the CSCC Way.
• Community – We care for our people, our members, and our environment.
• Service – We create good times and lasting memories.
• Committed – We act with integrity, respect, and accountability.
• Culture – We are collaborative, compassionate, and inclusive.
• Our values guide how we work, how we lead, and how we deliver service excellence every day.

About the Role

As a Service Supervisor, you play a key role in the daily delivery of high-quality food, beverage, and gaming services across the venue. You are a hands-on leader who supports the team on shift, ensures service standards are met, maintains venue presentation, and delivers outstanding customer experiences.

You lead by example, coach team members in real time, support compliance and cash control, and escalate issues to the on-shift manager when required.

This is an ideal role for someone who enjoys being on the floor, supporting people, and keeping service operations running smoothly.

Key Responsibilities

• Customer Experience & Service Quality
• Deliver exceptional service and uphold CSCC service standards at all times
• Ensure venue presentation standards are met through shift checks and immediate rectification
• Resolve customer issues during service, with a strong focus on first-contact resolution

Operations, Compliance & Cash Control

• Ensure full compliance with RSA, RCG, Food Safety, WHS, and internal policies
• Complete all shift checklists, handovers, and incident reports accurately and on time
• Conduct spot checks to ensure staff follow service, uniform, and cash handling procedures
• Manage accurate cash handling, reconciliations, and investigation of variances

Financial Performance & Cost Management

• Support efficient labour deployment and compliant meal breaks
• Promote upselling standards to support revenue targets
• Minimise wastage through correct stock handling, portion control, and storage

Team Leadership & Culture

• Provide on-the-job coaching to improve service consistency and product knowledge
• Support performance management by providing timely feedback to managers
• Mentor new team members and support onboarding and training
• Foster a safe, respectful, and inclusive team environment

Event Delivery & Stakeholder Engagement

• Ensure event orders are understood, briefed, and delivered accurately
• Support on-time event setup and pack-down with zero preventable service errors
• Communicate clearly with the events team, kitchen, and other supervisors

Sales, Marketing & Member Engagement

• Support venue promotions and marketing activations
• Ensure staff awareness of current offers and promotions
• Build strong relationships with members and guests to encourage repeat visitation

What We’re Looking For

Essential Skills & Experience

• Experience in hospitality or venue operations, ideally across food, beverage, and or gaming
• Demonstrated ability to supervise or lead teams in a fast-paced environment
• Strong customer service skills with confident issue resolution
• Solid understanding of RSA, RCG, WHS, Food Safety, and responsible gambling requirements
• Strong communication and interpersonal skills
• High attention to detail with the ability to prioritise competing demands
• Experience with cash handling and financial controls
• Ability to work across bar, restaurant, gaming, and event environments
• Confidence using venue systems or willingness to learn
• Current RSA and RCG certificates (mandatory)

Desirable

• Previous supervisory experience in a club or gaming environment
• Formal qualifications in hospitality, leadership, or business operations
• Knowledge of gaming floor operations, payouts, and compliance
• Experience supporting event delivery

Why Join CSCC

• Work across diverse venues and service environments
• Be part of a values-driven organisation that invests in its people
• Opportunities for development, progression, and leadership growth
• Supportive team culture with strong operational standards

If you’re a confident service professional who enjoys leading from the floor and delivering memorable experiences, we’d love to hear from you.

Apply now and help us deliver service excellence the CSCC way.