What are the responsibilities and job description for the SC Operations Supervisor position at Boar's Head Resort?
Description
This working supervisory role ensures that the Front Desk, tennis courts and grounds at The Sports Club are operating according to Forbes Travel Guide, AAA 4 Diamond Service, Forbes Four Star, LVX, and Boar’s Head CORE standards by providing exemplary customer experience. Supervises Operations Coordinators (Front Desk) to ensure efficient and smooth operations, producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests and members by providing accurate and timely information and services.
Requirements
This working supervisory role ensures that the Front Desk, tennis courts and grounds at The Sports Club are operating according to Forbes Travel Guide, AAA 4 Diamond Service, Forbes Four Star, LVX, and Boar’s Head CORE standards by providing exemplary customer experience. Supervises Operations Coordinators (Front Desk) to ensure efficient and smooth operations, producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests and members by providing accurate and timely information and services.
Requirements
- Conduct daily inspection of Front Desk areas, lobby space, 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.
- Oversee the lost and found, locker rentals, departmental registrations and other member services, utilizing various software platforms to complete tasks.
- Assist with Court Maintenance, Fitness & Aquatics seasonal cleaning and operations as needed.
- Demonstrate a hands-on approach, strong leadership skills and the ability to successfully train, guide and mentor team members, overseeing Ops Coordinator team.
- Maintain any materials required in and around the Front Desk area with oversight from Operations Manager and/or Associate Operations Manager (i.e. sign-in sheets, brochures, etc.)
- Assist with creating schedule for the Front Desk/Member Service Agents team, identifying/ providing Front Desk coverage in the event of absence.
- Ensure all Club opening and closing procedures are executed appropriately.
- Cross-train in Front Desk, Housekeeping and Court Maintenance operations.
- Monitor member/guest activity, participate in merchandising, and manage inventory in the Pro Shop, offering assistance to members and guests when requested.
- Respond to member billing inquiries in a timely fashion
- Manage Resort Guest billing and usage in addition to Member Guest usage on a regular basis
- Serve as Manager-on-duty as scheduled.
- Assist with large-scale events, including tournaments and UVA matches, special events and Turkey Trot, occasionally on holidays
- Maintain CPR Certification and implement emergency procedures when needed.
- Maintain knowledge of all Sports Club Programs.
- Complete monthly CC Expiring report and engage Ops Coordinators to update member payment methods.
- Assist the Associate Operations Manager with hiring and training new Front Desk team members.
- Hold Front Desk 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, LVX, Boar’s Head CORE standards and Boar’s Head policies (as defined in the team member handbook).