Get to know Kim – Duty Manager

Kim Toomey has been with Canada Bay Club for six years. She is a Duty Manager with a portfolio of rosters and HR support, which basically means she oversees the daily operations at the Club and supports our large team of 100 staff to make sure everything runs smoothly on your visit.

Read our Q&A with Kim to find out what a day in the life of working at the Club looks like, and don’t miss Kim’s insider tip of the best dish to order from the Brasserie menu if you’re looking for something healthy and delicious.

What does your role involve?

Duty Managers are responsible for and oversee the daily operation of the Club. A key focus is ensuring service standards and operational requirements are met. As a team, we rotate through the various trading periods and are very hands on when needed. Recently, I’ve also become involved with rostering and Human Resources support. 

What is a typical day like for you?

Every day is different and varies depending on whether I’m working days, nights or weekends.

When I’m starting early and opening, I ensure all areas, as well as all team members, are ready for service. I prepare for the day’s activities, and this can range from event assistance to restaurant bookings and helping our reception team welcoming and signing in members and visitors to the club.

Later shifts start very differently. We kick off with a handover from the morning team, then quickly get across all the operational requirements for the rest of the day as the Club is already in full swing. I continually check-in on the team throughout my shift and make any adjustments that are required in terms of staffing. Maybe we’ll need more staff to support a function that’s going on, or perhaps The Brasserie is particularly busy and we need more hands on deck to help with the dinner rush.

We help and support the team wherever we can. This can include jumping behind the bar and serving customers, helping move stock, taking orders in The Brasserie and signing up new members.

What are the challenges of your role?

The Duty Manager team lead and coach our frontline team in challenging and stressful situations. Equipment can, on occasion, break and this can be disruptive to customer service. The club can become very busy at times and we need to respond to changes in trade quickly. Trouble shooting, thinking on our feet and finding solutions under pressure is a skill we must have. 

We work in a fast-paced environment, even more so now with the new spaces at the club that are already very popular.

What do you like most about customer service?

I enjoy interacting with the team and with our customers. I love making someone’s day. You never know what is going on for someone else, so I’m grateful to have a role that gives me that contact with people.

I get a sense of satisfaction when solving problems or surpassing a customer’s expectations. I hope they leave satisfied with the outcome and that I have given them the best possible service and experience.

What is a highlight of being part of the community at Canada Bay Club?

Our whole team are committed to ensuring the Club is a great place to come for our members and visitors. It has been wonderful getting to know all of our regulars over the years. Our Club is the perfect sized venue in that we are able to have a personal connection with all of our members.

What do you love about coming to work each day?

Every day is different, and I find this variety very satisfying, as well as being part of a great team of people.

Each member of the team is valued for their unique talent and skills, diverse way of thinking, experiences, idea generation and problem-solving ability, which helps create an effective team and enhanced results.

I’m currently completing an industry course, which is a lot of work but very interesting and challenging. I’m grateful for the support I’m receiving and enjoying meeting industry peers.

I’m now also assisting the Human Resources team with rosters and some HR support. I’m finding it interesting looking at the business through a different lens and fortunate my operational experience gives me the insight to fulfil this role.

How have you seen the Club change over your six years here?

The biggest changes have been the recent renovations. Our members are very happy with the new areas – as am I! They love The Balcony and the new menu in The Brasserie. The covered drop off/pick-up area is really appreciated and being used a lot – it brings a real sense of occasion as well as safeguarding patrons from the weather. We have had a lot of wonderful feedback on how good the front of the Club looks.

Amalgamating with Concord Bowling Club has been exciting, too. The venue has so much history and some great outdoor space for activities such as Barefoot Bowls. I can’t wait to see that part of our offering evolve.

Favourite meal at the club?

Green Goodness Bowl with chicken.

Read more…

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