Assistant Centre Manager

Richmond Park Golf Course

Background

We have a brilliant opportunity for an Assistant Centre Manager to join our team at our flagship golf property in Richmond Park.  Featuring two 18-hole golf courses, driving range and BREEAM rated clubhouse, Richmond Park Golf Course is one of the most popular pay and play destinations in Europe.

If you’re passionate about golf and you want to play a part in shaping the future of the sport, then we want to hear from you!

Primary objectives will be:

• Support the Centre Manager in the daily management of a busy commercial golf operation, with the primary objective to achieve revenue targets across our core golf revenue categories (green fee, driving range, lessons, memberships, societies).

• Ensure the golf services team deliver the very best customer & member experience in line with our quality standards and improvement strategy.

• Day to day management of the Intelligent Golf tee booking system. Monitor and report on tee time, range, lesson and society usage/performance.

• Proactive role in the development of our driving range and academy. Lead role for our academy team, working collaboratively with our coaches to develop our lessons services including our successful  GO GOLFING beginner programme.

• Oversee the member journey from enquiry to onboarding and ultimately retention.

• Organise and deliver events such as our highly popular Loyalties Opens.

• Continuous improvement of our services and team - always looking for ways to raise the bar further.

• Manage and respond to a high volume of customer enquiries.

The Assistant Centre Manager will be responsible for the following tasks:

Financial

• Reactive and proactive sales tasks to achieve revenue and usage targets for green fees, memberships, driving range, academy, equipment hire and societies.

• Manage KPI data for scheduled reporting.

• Attend monthly HOD meetings and present reports and KPI data.

Enquiries & CRM

• Manage and respond to customer enquiries across Airlinks and Richmond park Courses (email, web, social), using Atreemo to track, organise and report.

• Produce proposals for society and function events.

• Ensure compliance with GDPR.

Membership

• Manage all steps of the member recruitment and retention journey ensuring new and renewing members are set up correctly on Legend and Intelligent Golf.

• Manage the renewal process to achieve net gain/loss targets. Carry out exit commas with lapsed/cancelled memberships.

• Oversee the timely onboarding of new members and the transition to our partner club services including competition and handicapping.

• Regular liaison with our partner club representatives, ensuring allocated tee times are managed correctly and tracking member no-shows.

• Support and develop our Loyalties 1 Month membership.

Quality

• Responsibility for our QMS and quality auditing process, ensuring the highest standards of quality both on and off the golf course. This involves routine quality checks of the golf courses and facilities (working with the Head Greenkeeper) and suggesting improvements.

• Review and report on customer feedback and surveys. Work with CM so a response is provided to customers that leave feedback/comments.

• Work closely with our on-course concierge team including first tee starters and marshals. Liaise with the team on tee scheduling, pace of play and no shows. Compile and present reports from data received.

• Provide ‘quality coaching’ to our golf services team and develop a customer experience culture in line with our Winning Formula, with an emphasis on continuous improvement. Ensure all staff promote the company vision & values.

• Carry out regular competitor analysis to ensure our pricing and quality meets our strategic objectives. Report on findings.

• Work with our partner consultants to monitor and report on market activity and trends.

• Work with our F&B Manager to optimise the clubhouse, on-course and range catering and hospitality experience.

General Operations

• Deputise for the Centre Manager when required.

• Support the Golf Services operations when required.

• Keyholding responsibility.

• Develop an understanding of all FOH processes and policies.

• Knowledge of H&S compliance and systems.

PERSONAL QUALITIES

Among the personal characteristics sought will be:

• A high level of initiative and self motivation.

• IT savvy.

• Flexible approach to duties.

• A high energy level.

• A clear identification with the requirements of Glendale Golf’s customers.

• A clear understanding of hospitality and customer experience.

• The ability to identify opportunities for the Company.

• Demonstrable Health and Safety compliance culture.