Question 1

What is the difference between a shift coordinator and a duty manager?

Accepted Answer

A shift coordinator focuses on operational coordination across departments during a shift, managing staff allocation and ensuring smooth handovers. A duty manager has broader authority including decision-making on guest complaints and emergency situations. Under the Hospitality Industry Award, shift coordinators are typically classified at Level 4-5 depending on responsibilities.

Question 2

What award covers hotel shift coordinators in Australia?

Accepted Answer

Hotel shift coordinator positions are covered by the Hospitality Industry (General) Award 2020 (MA000009). This award applies to employees in hotels, resorts, motels and similar accommodation establishments. Always verify which award applies to your specific property.

Question 3

What classification level should I use for a hotel shift coordinator?

Accepted Answer

Under the Hospitality Industry Award, shift coordinators typically fall under Level 4-5 depending on the scope of responsibilities, number of staff coordinated and decision-making authority. See our Hospitality Award pay rates guide for current rates.

Question 4

Should I include pay rates in a shift coordinator job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates plus penalties' or 'Competitive salary based on experience.' Check the current Hospitality Award rates for guidance.

Question 5

What qualifications do hotel shift coordinators need?

Accepted Answer

Shift coordinator roles typically require previous hotel experience in front-line roles, demonstrated leadership ability and Certificate III or IV in Hospitality. Key requirements include excellent communication, problem-solving skills, understanding of hotel operations and ability to manage multiple priorities simultaneously.

Question 6

Do shift coordinators need any certificates?

Accepted Answer

No specific certificates are legally required beyond hotel operational requirements. However, formal hospitality qualifications (Certificate III or IV) are highly desirable. First aid certification is beneficial. Some properties may require RSA if the coordinator oversees bar areas during their shift.

Question 7

What experience should I look for in a shift coordinator?

Accepted Answer

Look for candidates with at least 2-3 years hotel experience across multiple departments, proven leadership or supervisory experience, strong problem-solving track record, excellent communication skills and demonstrated ability to manage pressure and prioritize effectively. Front office or guest services experience is particularly valuable.

Question 8

Can I promote internal staff to shift coordinator roles?

Accepted Answer

Yes, promoting experienced front-line staff is common and effective. Look for team members who demonstrate leadership, understand property operations, communicate well across departments and remain calm under pressure. Provide training on coordination responsibilities, staff management and operational procedures before they start the role.

Question 9

Should I hire casual or permanent shift coordinators?

Accepted Answer

Shift coordinator roles work best as permanent positions due to the responsibility level and need for deep operational knowledge. However, having trained relief coordinators on casual contracts provides coverage for leave and sick days. See our guide on casual vs permanent employment trends and simplify employee management with HR software.

Question 10

What penalty rates apply to shift coordinators?

Accepted Answer

Under the Hospitality Industry Award, penalty rates apply for: Saturdays, Sundays, public holidays, and overnight shifts. Shift coordinators often work varied shifts including nights and weekends to ensure 24/7 coverage. Casual employees receive a 25% loading instead of leave entitlements. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for shift coordinators?

Accepted Answer

Under the Hospitality Industry Award, minimum shift lengths apply. However, shift coordinator roles typically involve standard shift lengths (8-10 hours) to provide adequate coverage and handover time. Check the award for specific requirements based on employment type.

Question 12

What should I include in a shift coordinator employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type, salary or hourly rate, applicable award, reporting structure, scope of authority, departments overseen, work location, shift patterns including rotation details, any on-call requirements and KPIs. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to shift coordinators?

Accepted Answer

Under the Hospitality Industry Award, rosters must be provided at least 7 days in advance. Changes within this period require employee agreement unless due to unforeseen circumstances. Using rostering software helps support compliance and gives coordinators visibility of their shift rotation.

Question 14

What are typical shift patterns for shift coordinators?

Accepted Answer

Shift coordinator patterns depend on property size and needs. Common approaches include rotating shifts (morning, afternoon, night), fixed shifts with different coordinators for each shift, or a combination. Most properties ensure coordinators work varied shifts to understand all operational periods. Weekend and public holiday coverage is typically required.

Question 15

What breaks are shift coordinators entitled to?

Accepted Answer

Under the Hospitality Industry Award, employees working more than 5 hours are entitled to an unpaid meal break. Paid rest breaks also apply based on shift length. Coordinators need clear backup arrangements to take breaks while maintaining operational oversight. Use break planning tools to support compliance.

Question 16

How do I manage shift coordinator handovers?

Accepted Answer

Build 15-30 minutes overlap between coordinator shifts for comprehensive handovers. Use rostering software to schedule overlapping shifts. Implement handover checklists covering operational issues, guest matters, staff concerns and pending tasks. Electronic handover systems ensure continuity even when direct handover isn't possible.

Hotel shift coordinator job description