Golf Operations Manager

To oversee the member and guest experience of golf retail and operations and maximise revenue opportunities. Champion a customer-focused culture, leading by example in delivering exceptional customer service and a safe and compliant environment to all customers and team members.

Provide a consistently high level of service and hospitality to all Members, Guests, and Visitors to Royal Norwich at all times.

• Know and understand the Royal Norwich values.
• Understand the impact of your role on Royal Norwich’s business success.
• Adhere to Standard Operating Procedures.
• Be counted on to deliver on commitments.
• Take ownership in identifying/solving problems.
• Take initiative to get things done, even when it’s outside of the job description.
• Be consistent in your work product, attitude and commitment to Royal Norwich.
• Be courteous and respectful to members, guests, visitors and colleagues.
• Elevate your colleagues through teamwork and cooperation.
• Take workplace safety seriously for yourself and your co-workers.
• Conduct yourself in accordance with Club policies as stated in the employee handbook.
• Arrive on time as scheduled and ready to work.
• Maintain a personal appearance in line with Club policy, including uniform requirements.
• Show a positive work attitude every day.
• Show sound judgment and make good decisions at all times.

• Build and issue retail and operations staff rosters to cover the operation appropriately.
• To be responsible for the presentation of rental assets and golf practice facilities and ensure that these are being upsold effectively both prior to, and during, visits.
• To be responsible for the presentation of the Professional shop.
• To ensure check-in runs efficiently and effectively.
• To manage the tee sheet ensuring maximum utilisation.
• Monitor stock levels, and working with the Director of Golf, ensure that items are priced appropriately and orders are placed to ensure optimum stock levels.
• Develop and oversee a profitable merchandise strategy for the Pro shop that is consistent with the Royal Norwich brand and visitor demographics.
• Liaise with the Golf and Leisure Sales Manager to be aware of new joiners and ensure that their post-show-round experience of Royal Norwich is welcoming and engaging.
• Take ownership of the Member programming including tournaments, matches, and events.
• Ensure that calendars and schedules are kept up to date and accurate.
• Enhance Member engagement, grow revenues, satisfaction and retention through the delivery of innovative programs, events and services.
• To continuously review and assist in the development of standard operating procedures for each area of the golf business to ensure maximum Member and Visitor satisfaction.
• Through visibility and presence, foster positive relationships with all Members, their guests and key stakeholders, ensuring exceptional service and personalised attention to their needs.
• Manage the Outdoor Golf Services requirements to organise daily operations.
• Ensure that visiting groups have a seamless experience and, working with the Golf Administrator, that all necessary information and processes are completed prior to their visit.
• Ensure that golf days and member tournaments are run professionally and that information and any requirements are shared via events sheets with other departments.
• Undertake data management duties such as data input, database management, file management and record keeping.
• Provide reports as required.
• Ensure that complaints are dealt with pleasantly, are recorded, and reported.
• Actively seek feedback from members, guests, and visitors.

• Deputises for the DoG in his absence.
• Performs other related tasks as assigned by management.
• Complies with Royal Norwich policies and procedures.
• Working hours as required to do your job but normally not less than your contracted hours.
• Work flexibly to include working at different times of day, including weekends.