Operational Officer

About the role

Mater Room Service Call Centre currently has part-time and casual positions available for Operational Officer – Room Service Representatives. This role is vital in delivering timely and accurate meal service while providing exceptional support and clear communication between patients and the Food Services team.

The part time positions operate on a rotating roster covering seven days a week, with shifts scheduled to meet the department’s operational needs, providing service from 5:30 AM to 7:30 PM, Monday through Sunday. Shift lengths vary between 4 and 8 hours, with rotating RDOs included. The part time roster cycle spans 11 fortnights. The casual positions require availability each Tuesday and Wednesdays.

Salary range: $32.02 - $34.52 per hour plus superannuation and access to not-for-profit salary packaging up to $15,900  + access to many staff benefits! 

What you’ll be doing

The key responsibilities of this role will include (but not be limited to):

• Accurately take patients orders by means of Phone, ensure that patient name, room number, UR (MRN) number, time and delivery timings are clearly registered utilising the operating system (CBORD) in preparation for production and delivery
• Follow established phone courtesy standards and scripting and actively promote partner food and beverage for approved groups using selling techniques
• To be familiar with all menu offerings, diet variations and specifics of what may be ordered by patients based on their physician prescribed diet. Verifies meal eligibility by comparing client information to food requirements and escalates any inconsistencies or concerns to Nutrition & Dietetics and/or the direct Supervisor
• Informs patients by explaining procedures; answering questions; providing information and recording accurate and safe menu choices into the computer operating system (CBORD)
• Provides bed side ordering by visiting patients that are unable to call to place their meal orders
• Learns and uses appropriate food and drink terminology and pronunciation, to enhance the patients dining experience. Becomes familiar with menu descriptions and drink lists to discuss items appropriately with patients and or representatives
• Greets patients appropriately when receiving room service orders, as per Mater Standards
• Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit
• Responding quickly and positively to changing requirements whether within the department or outside to meet business demands

This is an excellent opportunity to be a part of a high functioning, dynamic team who continue to deliver exceptional care to our patients every time.

About you

You are committed to delivering excellent customer service through clear communication and professional presentation to both internal and external customers. Internal customers include your co-workers, other department staff, and the Food Services management team, while external customers encompass our patients, their families, and visitors.

Given the high level of patient contact and the important profile of this role, you consistently uphold established standards of excellence. You strive to meet or exceed patient expectations and requests within the appropriate scope of service, always ensuring a positive and compassionate experience.

Why join us?

Mater is Queensland’s largest not-for-profit healthcare provider, delivering exceptional care to nearly 700,000 patients each year across 11 (soon to be 12) hospitals. We’re leaders in healthcare, education,  fundraising & philanthropy and research — and it’s our people who make the difference.

We’re looking for passionate individuals to join our team and help shape the future of care. At Mater, you’ll be part of a purpose-driven organisation that values innovation, compassion, and excellence.

• Increase your take-home pay with generous salary packaging options, including meal and entertainment benefits
• Grow your career with access to industry-leading training and professional development through Mater Education
• Wellbeing support through our Employee Assistance Program and on-site pastoral care teams
• Access a range of health and wellbeing services with a corporate discount on private health insurance
• Exclusive discounts across dining, retail, travel, accommodation (just to name a few!)
• Stay active with unlimited access to discounted gyms via the Fitness Passport program
• Convenient, discounted on-site parking
• Enjoy great food with reduced prices at our campus cafés and coffee spots
• Join Queensland’s Largest and Most Innovative Not-for-Profit Healthcare Team.

Be part of something bigger. Make your move with Mater. #GETBETTERWITHMATER

For more information regarding the role, please contact Joanne Reynolds, Supervisor Room Service on 07 3163 8***

Applications close 20th August –please note, we may contact applicants prior to the closing date, please do not hesitate to APPLY NOW. Direct applications only — we are not engaging recruitment agencies at this time. All successful candidates may be required to complete pre‑employment checks (including criminal history, working rights, medical and working with children checks).

Mater offers a safe, supportive, flexible and inclusive workplace where everyone is valued. We welcome applications from people of all backgrounds and abilities. Visit our Reconciliation webpage. 

Mater ensures all children have an environment suitable for their safety and wellbeing through proper supervision and safeguarding practices.