Racquets Shop and Operations Manager

Summary:
The Racquets Shop and Operations Manager is responsible for overseeing the daily operations of tennis and pickleball programming, ensuring an exceptional member and guest experience. This role involves managing staff, coordinating events and leagues, maintaining facility standards, and supporting program growth through effective communication, scheduling, and customer engagement.

Essential Duties and Responsibilities include but are not limited to the following.
Drives efficiency and effectiveness in all three aspects of handling customer interactions: customer experience, retail, and check-ins.
• Supervise and lead a team of shop assistants and starters
• Oversee daily operations of the tennis & pickleball desk, sales and starter roles and facilities
• Guarantee the check-in of all players and collect of the appropriate guest fees
• Assist in maintaining court conditions, cleanliness, and safety standards in coordination with maintenance staff
• Maintain up-to-date knowledge of all programs, events, promotions, merchandise, and company rules and policies to support operational excellence.
• Manage staff schedules and supervise team members to ensure efficient operations
• Ensure an exceptional level of customer service and guest satisfaction
• Verify that all the amenities (water, ice, banana, sport drink, towels, bathrooms) are well stocked, clean, and in always working order.
• Assist in keeping the pro shop clean, well-organized, and visually appealing
• Process customer purchases and returns accurately and efficiently
• Assist with Tennis & Pickleball events and tournaments, including communications with members
• Manage court reservations and schedule maintenance as necessary
• Work with Chelsea, NorthStar, Polo app, and other software applications to ensure a daily seamless court assignment experience for all users
• Train, supervise, and motivate the team to operational excellence
• Serve as primary point of contact for members and guests, resolving issues promptly and professionally
• Maintain accurate records of all data pertaining to court reservation, member usage, supplies, and staff performance.
• In the starter role, you may be asked to help with drying courts in the event of rain. In the event the lightning alarm comes on, make sure to clear all courts of members and guests.
• Conducts regular inspections of the Retail Shoppe and Starter Areas to ensure cleanliness and functionality of equipment
• Collect feedback and contribute to continuous improvement of program offerings and facility operations
• Assist the Merchandising Supervisor with inventory control by properly checking in, tagging, and restocking merchandise
• Performs other duties as assigned by the Director of Racquets

Polo is a 40-court tennis & pickleball facility with up to 150 permanent stadium seats, and an expansive Resort Shoppe which offers top-of-the-line fashion, fitness, casual and sports hard and soft goods. You will be part of a team of 20 dedicated professionals committed to motivating and challenging tennis and pickleball players of all levels. With a growth mindset, a candidate will find many avenues to advance their careers in multiple fields such as sports and recreation, food and beverage fields, and up to management opportunities. Two of our own tennis/pickleball professionals, and our current General Manager, all started in customer service roles.

Knowledge, Skills and Abilities:
• Proven experience in a supervisory role within the hospitality industry.
• Strong passion and knowledge of Tennis & Pickleball and related activities.
• Excellent communication and interpersonal skills to engage with members and staff.
• Ability to lead and motivate a team with positivity and enthusiasm.
• Strong organizational skills and attention to detail for efficient operation management.
• Strong problem-solving skills and ability to resolve guest complaints effectively
• Proficiency in using software for scheduling or reservation systems
• Flexibility to work evenings, weekends, and holidays as needed

Supervisory Responsibilities:
You will be supervising a team of 5-6-member experience specialists, keeping track of court usage and staff performance, scheduling to cover all shop and court usage hours in the positions of desk, retail, and starter roles.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills:
Ability to communicate well in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively on a one-on-one basis with members and guests.

Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and percentage.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:
Must be proficient with Microsoft Office Suite, Internet and Outlook.

Certificates, Licenses, Registrations:
AED and CPR certification.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to talk or listen. The employee is occasionally required to stand, walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, or crouch.

Benefits:
The Polo Club Offers the following benefits:
• Competitive Compensation
• Professional Development Opportunities
• Tuition Reimbursements/ Step Scholarship
• Paid Vacation and PTO
• 401K Retirement Plan with Company Match
• Health, Dental and Vision Insurance
• Life and Disability Insurance
• Wellness Program
• Employee Discounts
• Recognition Programs and Service Awards
• Complimentary Employee Meals
• Community Involvement

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.