Duties and Responsibilities
Guest Services / Ensure all resident reservations and bookings are up-to-date and accurate using AHL’s reservation management system (RMS);
Welcome residents upon arrival, ensuring high quality customer service during their stay; Respond to, and support residents with timeliness, reliability and attention to detail;
Monitor the implementation and delivery of resident services;
Ensure that complaints are addressed in line with AHL’s complaints handling system;
Respect individual resident needs, promoting and adhering to AHL’s customer service framework at all times;
Provide accurate, up-to-date and practical information to residents.
Hostel Operations / Provide line management, support and leadership to all hostel staff;
Oversee regular development, performance management and identify training needs for hostel staff;
Be thorough with handovers at the beginning and end of shifts, to maintain consistent and supportive customer service;
Perform additional duties as requested e.g. assist with general cleaning duties, housekeeping, food preparation or kitchen-hand assistance;
Work closely with Business Manager to support recruitment needs and staffing related decisions;
Assist in reporting to the Business Manager, providing routine and comprehensive overviews of hostel operations and key priorities;
Assist with coordination with hostel budget, expenditure records and financial responsibilities as directed;
Ensure efficient and effective boarding support at all times, e.g. assist in planning work schedules to maximise effective schedules during peak periods and priority situations;
Perform the duties of the First Aid Officer, Harassment Contact Officer and Fire Warden as required.
Community Engagement / Facilitate and support productive working relationships with local providers, suppliers and AHL staff to ensure continuity of hostel operations and AHL community;
Resolve complex issues that arise to assure a positive, culturally appropriate experience and quality stay for hostel residents.
Workplace Health and Safety / All workplace tasks will be performed in a manner which upholds AHL’s commitment to safety of its staff and residents by adhering to relevant Work Health and Safety (WHS) practices at all times. This includes the requirement for an employee to:
Promptly report workplace hazards and WHS issues, including injury or illness, to their manager or Health and Safety Representative (HSR) as soon as practicable;
Report an unsafe, hazardous or emergency situation using AHL’s critical incident management framework and procedures;
Appropriately use equipment or substances provided by AHL and report all asset and property maintenance related matters.

Whilst this duty statement summarises the purpose of the job and lists its key tasks, it is not a definitive list of all the tasks to be undertaken. Tasks can vary at the discretion of the Chief Executive Officer, in consultation with the employee. To deliver services effectively, a degree of flexibility is needed and the employee may be required to perform work not specifically referred to above.

Skills and Experience
All applicants will be assessed in relation to their ability to perform in accordance with the APS Values and Code of Conduct, the social justice principles of equity and workplace diversity, and occupational health and safety in the workplace. The successful candidate will have demonstrated:
Values / Commitment to working with Aboriginal and Torres Strait Islander peoples and the demonstrated ability to communicate sensitively and effectively with Aboriginal and Torres Strait Islander peoples. This commitment will be shown by your capacity to:
Understand Aboriginal and Torres Strait Islander peoples and cultures;
Identify issues affecting Aboriginal and Torres Strait Islander peoples today; and,
Communicate respectfully.
Personal Attributes / Proven integrity, reliability, and adaptability;
Proven ability to plan, organise and oversee a team;
Team initiative and diligence;
A positive, proactive and compassionate attitude.
Skills and Experience / To be successful in this role you must have experience working in a hotel, community services, client support, health care services, residential support or similar. You must be able to lead and oversee the delivery of resident services and demonstrate a detailed understanding of quality customer support.
You will demonstrate the desire to make a difference, advocate and adapt, to build a compassionate community for Aboriginal and Torres Strait Islander peoples. You will have the ability to relate positively with local stakeholders, health professionals and patient care facilities.
You will be responsible for administrative duties including a reservation management system, budget expenditure, operational reports and staffing performance. You must be able to demonstrate accountability for decisions, with the ability to face complex tasks with sound knowledge and professional judgement.
You will demonstrate innovative thinking, and the ability to participate in continuous improvement. You must also demonstrate a detailed understanding of Work Health and Safety (WHS) practices, and be committed to operational needs, performing additional duties as requested.
Certifications / Current CPR training and First Aid Certificate or willingness to obtain one;
Current Mental Health First Aid Certificate or willingness to obtain one.
Current Drivers Licence
Desirable / Certificate III in Community Services or equivalent;
Previous management experience in a residential environment.
  1. Personal Details

Title / Mr Ms Mrs Miss
Family Name
Given Name(s)
Date of Birth
Address
Email
Phone Number / Business Hours: / After Hours:
  1. Work History and Eligibility:

Are you an Australian Citizen? No Yes
Please note, all successful candidates must provide proof of citizenship on or before engagement. Generally, Non-Australian citizens are not eligible to work in the APS.
Have you Worked for AHL before? No Yes (if yes, please provide details below)
Location:
Reason for leaving:
Are you currently employed with the Australian Public Service (APS): No Yes (please provide details below)
Ongoing/Permanent Non-Ongoing/Temporary Casual
Department/Agency:
AGS Number:
APS Level:
Have you received a redundancy/retrenchment benefit from the APS or Commonwealth Agency in the last 12 months? No Yes Date of Redundancy/Retrenchment:
Have you ever been subjected to investigation under the APS Code of Conduct? No Yes
Working With Children Card/Clearance (WWCC):
WWCCs are required in most of our hostels. If you have a valid WWCC or a current application in progress, please provide details below:
I do not have a card I have submitted an application I have a valid card (please provide details below):
Issuing State:
Expiry date:
Card/Clearance Number:
Which role would you be best suited to, based on your skills and experience?
Housekeeping Cooking Both
Working hours:
Our hostels are operational 24/7 and some positions involve weekend/shift work. Can you work to any of the below rosters?
Monday to Friday, 9:00 am – 5:00 pm (fulltime)
Monday to Friday, 10:30 am – 7:00 pm (fulltime)
Saturday and Sunday, 10:30 am – 7:00 pm (part time, weekend penalty rates apply)
  1. Referee Details: Please provide details of two referees (if possible, please include a current supervisor)

Name of Referee
Organisation
Relationship to Applicant
Contact details / Phone: / Email:
Name of Referee
Organisation
Relationship to Applicant
Contact details / Phone: / Email:
  1. Workplace Diversity and Inclusion (Optional)

Are you of Aboriginal or Torres Strait Islander descent? Yes - Aboriginal Yes - Torres Strait Islander Yes - Both No
What is your gender? Male Female Indeterminate/Intersex/Unspecified
Are you from a non-English speaking background? No Yes
Please advise if you require an interpreter for interview: / Do you identify as a person with a disability? No Yes
Please advise if you require any assistance for an interview:
How did you find out about this vacancy?
Employment agency/CDP I have a friend or relative working at AHL AHL Website APS Jobs Facebook
KoorMail/OurMob Other: ______
  1. Criminal History - All potential candidates will be subject to pre-employment checks, including a National Criminal History Check. When answering these questions you are required to declare any convictions including driving related offences and/or any current matters pending before a court. General speeding or parking infringements that did not result in a summons to court are excluded.

Do you have any convictions, driving related offences or pending court outcomes which are less than 5 years old? If Yes, provide details below. / Yes No
Do you have any convictions, driving related offences or pending court outcomes which are more than 5 years old, and/or where the sentence imposed was imprisonment? If Yes, provide details below. / Yes No
Are you currently the subject of/or applicant in any pending court matters? If Yes, provide details below. / Yes No
Are there any other matters you wish to disclose? If Yes, provide details below. / Yes No
Details: (Please attach a separate page if you require more space):
  1. Statement of Claims

In the space provided below, please tell us why you believe you are the best person for the job. Your response should take into account the duties and responsibilities required for the role and your relevant qualifications, skills and experience.
  1. Declaration- In applying for a position(s) within AHL I hereby declare that:

As an Australian citizen I am eligible for non-ongoing or ongoing employment, and if successful will provide a valid passport and/or full birth certificate and photo identification to support my application. I consent to undergo pre-employment checks. If required, I agree to complete a Working with Children clearance (or similar). I understand that the procedure and timeframe for obtaining clearance is administered by the state or territory where the position is to be filled. I am aware that I must maintain such clearance while employed by AHL.
I confirm, to the best of my knowledge, that the information provided above is true and correct. I understand and agree that any false statements may affect my employment with AHL.
Full Name: ______Signature: ______Date: ______/______/______
(When submitting an application electronically, a signature will not be required. You agree, that by choosing to submit your application electronically, you declare the above statements to be true.) Hand written forms must be signed.
  1. Lodgment: Your completed application form and current resume should be emailed to 11:59pm on the closing date3 June 2018.
Note: Incomplete applications will not be considered. Please ensure all fields above are completed and your resume is attached.

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