Position Description

Position Title: Shuttle Driver

Department: Reception

Reports to: Facilities Manager

Staff Responsibility: Nil

Key Internal Internal Staff

Relationships:
Position banding: Front-line Operational, Hospitality Venue

POSITION SUMMARY:

The Shuttle Driver is responsible for the safe and efficient transportation of patrons around the Club
premises via a 6-seater courtesy bus. As well as providing a high level of customer service, they are
also responsible for maintaining the cleanliness of the vehicle and ensuring it is in a safe and
serviceable condition.

Definitions:
KRA: Key Responsibility Area
KPI: Key Performance Indicator, how the task is measured

KRA 1: Shuttle Driver Services

To provide safe and efficient transportation services around the Club premises and to drive with caution at
all times to avoid any potential accident or an incident.
Responsibilities KPI’s
 Ensure the on-going transportation of patrons as  Maintain a safe, clean and comfortable
per demand in a safe and lawful manner. environment for patrons in the vehicle and
employees in accordance with the Club policies
and procedures.
 Transport patrons safely, comfortably, and in a
timely manner.
 Monitor and maintain the on-going cleanliness of
the vehicle.
 Continual circling of the carpark to monitor
patron demand.
 Clearly communicate to the Facilities
Manager/Shift Manager when there are changes
to the schedule.
 Maintain accurate vehicle records via a log book
including the recording of mileage.
 Maintain the safety and legislative requirements of  Complete the vehicle inspection checklist and
the vehicle. report any issues which cannot be rectified to the
Facilities Manager/Shift Manager on duty
immediately to ensure it is serviceable at all times.
 Ensure the vehicle conforms to Passenger
Transportation and Workplace Health and Safety
regulations.
 Observe, make independent decisions and
escalate and report as appropriate in respect of
health, safety.
 Undertake regular risk assessments of the vehicle
i.e. vehicle inspections, tyre checks and oil checks.
 Ensure the vehicle maintains an adequate supply
of fuel at all times.
 Ensure the vehicle is set-up with wet weather
protection.
KRA 2: Customer Service
Provide a high level of customer service at all times that is courteous, helpful, friendly and efficient.
Responsibilities KPI’s
 Greet all patrons in a friendly and courteous  Greats and farewells customers on each occasion
manner and provide a high level of customer and make them feel welcome whilst exhibiting
service at all times. friendly and professional and friendly behaviour.
 Positive feedback received from patrons,
members and staff.
 Where the patron’s name is known, this is used
during all interactions.
 Assist customers getting onto the bus and exiting
the vehicle where appropriate.
 Compassion and empathy for the elderly.
 Effectively manage customer complaints.  Responds to on-the-spot customer complaints
and manages and rectifies issues within scope of
authority.
 If a matter has escalated beyond their control,
reports this to the Facilities Manager/Shift
Manager on duty.
 Ensure uniform presentation, hygiene and  Uniform is clean, neat and tidy at all times.
grooming is maintained to a high standard.  Maintain good personal hygiene habits.

KRA 3: Communication
Provide concise and effective communication at all times, whether verbal or written to ensure the correct
message has been conveyed.
Responsibilities KPI’s
 Attend shift briefings when and where required.  Actively attend communication briefings and
sessions, provide constructive feedback.
 Provides regular feedback to Managers that will
improve efficiencies of the outlet/department.
 Immediately report any issues with systems or
procedures and where possible identify solutions
to issues/matters.
 Communicate courteously.  Clearly communicates with internal and external
customers, demonstrates respect in all
interactions.
 Updates patrons on any changes to the schedule
or bus run when required.
 Report any accidents or incidents immediately to
the Shift Manager.
 Follows the grievance procedure as required and
clearly communicates in a clear and calm
manner.
 Do not misrepresent the Club by comments
made verbally or via online sites such as social
networking or blog sites, abide by the Social
networking policy.
 Provide information to the Clubs patrons on the  Communicate with patrons regarding the
facilities and services offered by the venue and proposed changes to the Club in a positive and
our future plans according to the business plan. enthusiastic manner.
 Refrain from using behaviours that are abusive,  Abides by the Club’s policies such as EEO,
intimidating or patronising. Harassment and Bullying free workplace.
 Interacts positively with patrons and internal
customers.
KRA 4: Compliance
Adherence to standards, guidelines, legislation and procedures set to ensure the safety and well-being to all
members, guests, patrons, visitors and employees.
Responsibilities KPI’s
 Provides first aid services to minimise the event  Current First Aid certification.
of serious injury.  Acts in a caring manner when providing First Aid
duties.
 Liaises promptly with emergency services when
required.
 Ensures maintenance of supplies in the first aid
kit.
 Maintain confidentiality on the Club’s business  Abides by the confidentiality policy.
affairs at all times.  Does not spread rumours or gossip about
patrons or staff.
 Adhere to the weekly staff rosters ensuring  Always scan on and off for shifts, including
punctuality. breaks.
 Is punctual and commences shifts at the
rostered time.
 Notifies the Shift Manager of any changes to the
day sheet.
 Adhere to the staff guidelines as per the Club's  Ensures all company policies and procedures
staff policies. are followed.
 Actively participates in training related to their  Obtains the necessary certificates to perform the
role. inherent requirements of the role. This may
include refresher licenses/certificates obtained
where required.
 Actively participates in scheduled training
programs provided by the Club.
KRA 5: Workplace Health and Safety
Maintaining a safe environment for staff and customers.
Responsibilities KPI’s

 Co-operating with the Club to enable compliance  Actively ensures a safe work environment free
with any duty imposed upon them by law. from hazards.
 Reports all near misses, incidents and accidents
to the Shift Manager immediately.
 Removes any hazards that can be rectified
immediately without harming themselves or
other individuals.
 Uses all PP&E where provided including abiding
by safe work practices.
 Is compliant with WH&S matters and works in a
safe manner.
 Being aware of factors/situations which may  Reports all accidents, incidents and concerns
impact upon the health, safety and welfare of regarding safety, hazard and risk.
him/her and be conscious of the effect of his/her
action(s) upon the health, safety and welfare of
others.
 Following implicitly the Club’s Work Health and  Club Policy Manual review – staff room.
Safety Policy/Procedures as communicated in  Direct Supervisor instructions adhered to.
writing or as instructions received orally.
 Notify as soon as practicable of any threat to the  Notify the Shift Manager.
health and safety of an employee, contractor,
patron or any other person. If the hazard poses
an immediate threat to an employee, contractor,
patron or any other person, employees must
remain at the hazard site and isolate the area
until such time as the hazard can be effectively
removed.
 Report any injury or incident as soon as possible  In line with Club Policies and Procedures.
to the Shift Manager so action can be taken.  Convey information regarding injury or incident in
a timely, clear and concise manner.
 Demonstrate safe working practices in  Respect existing Club rules and guidelines and
accordance with Work Health and Safety meet organisational standards.
regulations and other health and safety
requirements.

COMPETENCIES:

Competency Definition
 Listens, interprets and conveys information, both written and/or verbal, in a
clear, concise and objective manner
 Delivers information in a timely manner, has quality conversations,
Communication
establishes credibility, and provides accurate and consistent messages
 Selects the most appropriate method of communication for the situation,
adapting messages to the targeted audience
 Relates to people across various levels, and supports others through active
listening and sharing ideas and opinions in an open and honest manner
Relating to others  Recognises individual differences, picks up on social cues and adapts style
to communicate with impact.
 Shows empathy, respect and consideration to others, uses diplomacy and
tact, and tailors approach to suit different situations
 Self-disciplined, maintains a positive approach at work and handles
difficulties in a professional manner
 Resilient, copes well with stress and pressure, remains calm, composed
Coping with Pressure and does not become defensive or irritated when experiencing difficulties
 Can be relied upon to maintain a consistent and stable approach,
demonstrates patience and perseverance to work through tough times and
does not show frustrations when restricted or blocked.
  Collects facts and applies logic, rationale and objectivity prior to making
decisions
 Is prepared to make decisions independently, and can do so in a timely
Decision-Making
manner
 Demonstrates sound judgement, recognising the boundaries and limitations
of their decision-making authority and escalates as appropriate
 Investigates and asks relevant questions to identify and gather data and
information
Problem-Solving  Looks beyond the obvious, thinks outside the box, and does not stop at first
answers
 Through gathering relevant information, is able to solve problems with
effective solutions
 Anticipates, understands, and is responsive to different customers’ needs,
providing quick and effective solutions for the customer
Customer Focus &  Takes personal responsibility and consistently follows through and delivers
Delivering Expectations in order to meet or exceed customer expectations
 Is committed to delivering a high standard of customer service and engages
in quality conversations with customers
 Gets along well and cooperates with others, appreciates different
viewpoints and builds a positive team morale
 Recognises the need to work with other parts of the business to progress
Team Orientation
goals, and considers how different business areas relate.
 Is an active participant in the team, shares knowledge, and collaborates
with others
 Adopts a structured, methodical and efficient approach to tasks, with
appropriate attention to detail
Task Focus & Work
Approach  Is process-oriented, and balances efficiency, speed and accuracy
 Manages time against key priorities, multi-tasks, and maintains
concentration and focus on the successful completion of tasks
 Consistently acts in accordance with the requirements of relevant legislation
 Respects existing rules, follows due diligence, and is willing to comply with
Compliance organisational standards and procedures
 Actively ensures the work environment is free from hazards and follows
policies and procedures with respect to health, safety and risk mitigation
 Solicits and is receptive to feedback and coaching, is proactive regarding
own performance, learns from mistakes and builds on strengths and
develops weaknesses
Self-Reliance & Initiative  Self-directed, motivated and confident, to identify what needs to be done
and take action before being asked, proactively seeking information, and
thinking for themselves
 Takes responsibility and accountability for own actions, learning and results

Desirable Competencies

Competency Definition
 Able to negotiate with others to achieve win-win outcomes
Negotiation & Conflict  Assertive when required and able to overcome objections in a positive
Resolution manner
 Manages conflict or complaints appropriately, diffuses high-tension
situations comfortably, and make judgements as to when to escalate issues
 Receptive to change, makes positive use of the opportunities change
initiatives present, is not knocked off balance by the unexpected
Adaptability &  Keeps up with the speed of change, has the flexibility to adapt to different
Responding to Change situations at the time they are encountered
 Adaptable, tolerant of ambiguity, works well without clear structure, and is
comfortable with changes to process and policies
VALUES

All Shellharbour Club employees shall act in accordance and adhere to the Shellharbour Workers
Club Ptd Ltd Values, including:

Value 1: Excellence
Diligence, Leadership, Knowledge, Professionalism, Productive, Team Spirit, Pride, Ownership

Value 2: Empowerment
Leadership, Innovation, Trust, Recognition, Initiative, Communication

Value 3: Commitment
Dedication, Passion, Loyalty, Positive Attitude, Supportive, Empathic

Value 4: Integrity
Honesty, Respect, Truthfulness, Good Intentions, Honour

SKILLS, EXPERIENCE AND QUALIFICATIONS

o Current medium rigid licence with heavy vehicle endorsement.

o Current unrestricted manual drivers licence.
o Current Responsible Services of Alcohol Certificate.
o Current Senior First Aid Certificate.
o Demonstrated experience as a driver in a similar role and preferably transporting elderly
patrons.
o Flexibility to work a range of shifts across a rotating roster.
o Good driving record with no criminal convictions including drink driving offences.
o Superior customer service skills.
o Knowledge of the Work, Health and Safety Act.
o Good mobility.
o Excellent time management skills.
o Strong Interpersonal and communication skills.

ACKNOWLEDGEMENT OF POSITION DESCRIPTION

This is not an exhaustive description of all tasks that need to be completed by the occupant.

I _____________________________________ agree to perform the duties as set out in the above

position description and will carry out those duties to the performance standards required.

Employee Signature:______________________________ Date:_________________