Position Title: Receptionist

Department: Sharks at Kareela

Reports to: Duty Manager

Direct Reports: None

Date Updated: 28 January 2026

Position Summary

Reporting to the Duty Manager, the receptionist is responsible for providing exceptional customer service as the first and last point of contact for our members and guests. This role also involves a large number of administrative tasks.

The role requires excellent communication skills, a customer-focused attitude, and the ability to work both independently and as part of a team in a dynamic environment.

Key Responsibilities:

Administration

Working collaboratively with the team and contribute toward creating a positive and harmonious working environment.
Training new employees / team members (as required).
Making recommendations to management to promote customer service and teamwork efficiency.
Filing and sorting of required paperwork.
Attend to mail and over the counter deliveries.
Manage and direct incoming calls and respond to general enquiries accordingly.
End of Day balancing of tills and paperwork including SwiftPos/Ebet/Redeemx reports.

Customer Service

Greeting and liaising with customers in a polite and professional manner.
Signing in members and guests into the Club.
Handle any patron complaints and report to Duty Managers.
Sound knowledge of Membership Benefits, offerings and facilities.
Always be familiar with the Club’s products, offers, procedures and policies and to respond to questions about them from patrons such as club events, promotions, ‘What’s on Guide’ and merchandise enquiries.
Assisting members with transportation to and from the venue, including but not limited to Uber and taxis.
Creating and maintaining positive customer relations through effective communication.
Selling and processing Club Memberships ensuring that payment transactions are processed accurately.

Compliance

Ensure that the correct cash handling procedures are followed at all times.
Ensure that Responsible Service of Alcohol is followed by refusing intoxicated patrons from entering the venue.
Ensure Responsible Conduct of Gambling is followed by refusing self-excluded patrons from entering the venue.

Cleaning and Presentation

Maintain a high professional presentation standard by keeping uniform clean and tidy.
Ensure that the reception area is appropriately maintained in a clean, tidy and fully functional state at all times including the regular removal of waste and regular cleaning of surfaces.

Key Relationships

Internal: Duty Managers, Kareela Management, HR, Kareela Golf Club, Cove Bar & Grill Management & Staff

External: Customers, Suppliers, Regulatory bodies

Required Skills & Experience:

• Essential:

Previous experience in hospitality, customer service, or reception roles.
Current RSA & RCG certification.
Strong communication and interpersonal skills.
Excellent organisational and multitasking abilities.
Ability to remain calm under pressure in a fast-paced environment.
Commitment to high standards of service and presentation.
High level computer literacy skills in particular with Microsoft Word, Excel and Outlook

• Desirable:

ARCG & First Aid Training desirable

Training and Development

Attend all mandatory training sessions and workshops as required
Actively participate in professional development opportunities
Stay up to date with role-relevant knowledge, skills, and industry best practices

Work Health & Safety Responsibilities & Compliance

Comply with all company WHS policies and procedures
Take reasonable care of personal health and safety
Report hazards and incidents promptly
Follow all organisational policies, procedures, and guidelines
Adhere to relevant legislation, regulations, and codes of conduct
Maintain confidentiality and act with integrity in all work-related matters

Values, Purpose, Attitude & Permission to Play

As a member of the Sharks you are expected to demonstrate behaviours aligned with our ethos.

Our Purpose: Create Unforgettable experiences

Our Values: Resilience, Respect, Service over Self & Belief

Our Attitude: We strive to have a winning attitude in everything we do

Permission to Play: Professionalism, Customer Obsessed, Teamwork & Open and Honest Communication

All employees are ambassadors of our culture. This role requires a commitment to upholding our values, our purpose, our attitude and our permission to play’s, promoting a positive and inclusive workplace, and supporting continuous improvement.

Sharks Group

Company Overview