Assistant Operations Manager

JOB OVERVIEW

This working supervisory role ensures the Front Desk and facilities at The Sports Club are operating according to Forbes Travel Guide and Preferred Hotel standards by providing exemplary customer experience to members, their guests and resort guests. Assists and communicates with all other departments within the Sports Club and across the Resort to ensure efficient and smooth operations, providing excellent feedback and guest satisfaction. Independently answers questions and resolves issues by responding to members and guests in a professional and courteous manner. The assistant operations manager oversees a small team of Operations Coordinators who provide information about Sports Club activities, schedules racquet sports reservations, monitors, sells and completes inventory for Pro Shop items, opens and closes registers and provides security at The Sports Club entrances.

WORK ENVIRONMENT

The Boar's Head Sports Club - both indoors and outdoors at the front desk, pool decks, tennis courts and grounds.

ESSENTIAL JOB FUNCTIONS

• Ensure member and check-in protocols are followed, greeting all members and guests according to service expectations. Answer questions and resolve questions independently as they are posed.
• Oversee the lost and found, locker rentals, departmental registrations and other member services.
• Maintain and supply any materials required in and around the Front Desk area with the guidance of the Operations Manager (i.e. sign-in sheets, brochures, etc.).
• Ensure all Club opening and closing procedures are executed properly.
• Monitor member/guest activity in the Pro Shop and offer assistance when requested; restock and recover Pro Shops daily; assist with quarterly retail inventory.
• Manage all activity reservations, complete resort guest billing for services and fees, resolve member billing inquiries.
• Conduct daily inspection of Front Desk areas, lobby spaces, courts, surrounding grounds, etc. to ensure their cleanliness and orderly conditions. Report deficiencies from walk-through or when reported by members, guests or team members to Engineering and IT via operating platform.
• Communicate with Housekeeping and Court Maintenance Supervisors and assist with operations as needed.
• Communicate with Fitness & Aquatics Managers and assist with seasonal cleaning and operations as needed.
• Demonstrate a hands-on approach, strong leadership skills and the ability to successfully train, guide and mentor fellow team members.
• Cross-train in Front Desk, Housekeeping, Court Maintenance and Aquatics operations.
• Maintain CPR Certification and implement emergency procedures when needed.
• Maintain knowledge of all Sports Club Programs, member and resort special events.
• Hold team members accountable for all associated Guest/Member-facing standards and operational procedures.
• Adhere to and ensure adherence by all team members to Forbes Four Star standards and Boar’s Head policies (as defined in the team member handbook).
• Contribute to overall resort team effort by completing additional duties as assigned.

Essential:

• Undergraduate degree or demonstrated career experience.
• Exceptional customer service skills with previous customer service experience.
• Upbeat, energetic attitude and proactive work ethic.
• Effective interpersonal and communication skills, both written and verbal.
• Ability to multi-task with attention to detail.
• Demonstrated ability to remain calm and attentive during stressful situations.
• Ability to use computer software program to schedule and bill services and events, Microsoft Office.
• Flexible work schedule, including opening/closing, weekends, and holidays.