Jackson Kelly
Gold Coast
Summary
Customer-focused hospitality manager with extensive experience leading teams, delivering exceptional service, and building strong client relationships in fast-paced environments. Proven ability to manage daily operations, resolve complex customer enquiries, maintain compliance, and achieve business performance targets while fostering a positive customer experience.
Currently seeking to transition into the banking industry, where I can apply my leadership experience, strong communication skills, attention to detail, and commercial mindset in an entry-level banking role. A quick learner with a genuine passion for helping customers, developing long-term relationships, and building a rewarding career within financial services.
Overview
4
4
years of professional experience
Work History
Duty Manager
Burleigh Leagues Club
Miami
11.2025 - Current
- Lead the day-to-day operation of a high-volume hospitality venue, ensuring exceptional member and guest experiences across all departments.
- Provide leadership and direction to multidisciplinary teams, promoting accountability, engagement and high service standards.
- Monitored labour allocation and venue performance, ensuring optimal productivity alongside high service standards.
- Managed customer escalations, implementing effective service recovery strategies to uphold member satisfaction.
- Oversee cash handling, banking procedures, end-of-day reconciliation and operational reporting.
- Ensure full compliance with liquor licensing, gaming legislation, WHS requirements and company policies.
- Assisted senior management in operational planning, workforce deployment, and execution of club initiatives to enhance operational effectiveness.
- Coach and mentor team members to build capability, confidence and future leadership potential.
- Assist with incident investigations, risk management and continuous improvement of operational procedures.
Duty Manager
CSI Club Southport
Southport
03.2023 - 10.2025
- Managed daily venue operations across food & beverage, gaming and member services during high-volume trading periods.
- Supervised and motivated frontline teams to consistently deliver exceptional customer service and operational standards.
- Coordinated staff deployment and shift operations to ensure efficient labour utilisation and smooth service delivery.
- Enforced RSA, RSG and venue compliance while maintaining a safe environment for patrons and employees.
- Completed daily cash reconciliations, banking and handover procedures with a high level of accuracy.
- Managed customer complaints and complex situations, achieving positive outcomes through effective conflict resolution.
- Worked collaboratively with security, maintenance and management teams to ensure seamless venue operations.
- Contributed to developing a positive workplace culture through leadership, coaching and performance feedback.
Duty Manager
Currumbin Hotel
Currumbin
06.2022 - 03.2023
- Supervised bar, gaming and customer service operations, ensuring high standards during peak trading periods.
- Led small teams throughout each shift, providing direction, support and performance coaching.
- Ensured compliance with RSA, RSG and venue policies while maintaining a safe and welcoming environment.
- Resolved customer concerns promptly, showcasing effective communication and decision-making skills.
- Assisted with stock control, cash handling and end-of-shift operational procedures.
- Supported onboarding and training of new employees, promoting consistent service standards.
- Developed strong leadership, operational and problem-solving skills within a fast-paced hospitality environment.
Education
Certificate IV - Hospitality
Page Institute
Gold Coast , QLDDiploma - Hospitality Management
CTA
Gold Coast , QLDSkills
- Venue Operations Management
- Gaming, Liquor & Compliance Management
- Financial & Commercial Performance
- Budget & Labour Cost Control
- KPI & Performance Management
- Workforce Planning & Rostering
- Member & Guest Experience
- Conflict Resolution & Service Recovery
- WHS & Risk Management
- Process Improvement
- Team Leadership & Development
- Coaching & Staff Development
- Stakeholder Communication
- Cash Handling & Banking
References
References available upon request.
Timeline
Duty Manager
Burleigh Leagues Club
11.2025 - Current
Duty Manager
CSI Club Southport
03.2023 - 10.2025
Duty Manager
Currumbin Hotel
06.2022 - 03.2023
Certificate IV - Hospitality
Page Institute
Diploma - Hospitality Management
CTA