Golf Services Supervisor

Celtic Manor Job Description DEPARTMENT Golf POSITION Golf Service Supervisor GRADE E REPORTS TO Golf Manager, Assistant Golf Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. POSITION OVERVIEW To support the Golf Manager and Assistant Golf Manager in delivering the business objectives of the Golf Operation by assisting in the successful supervision of all golf related areas on a daily basis Assisting the Golf Manager and Assistant Golf Manager in overseeing all Golf Operation Areas (excluding the Golf Academy and retail outlets), to include: · The Golf Services Team · Locker Room Facilities · The CMR Buggy Fleet and all other hire equipment · Internal and External golf related areas GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities. Budgets Supports the Department Manager in setting monthly, quarterly and annual budgets. Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations. Controls Supports the Department Manager in the setting of controls, and maintains an understanding of the controls in place, that monitor performance of the Department. Responsible for gathering required results of the controls and reporting these back to the Department Manager. Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description. Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all internal/external customers expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary. Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Resort requirements as defined in the Staff Handbook. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the resort and internal/external customers benefit. Also communicating the results to the Department Manager. Responsible for delivering the ultimate in guest experience in all golf related areas and to work with the Golf Manager and Assistant Golf Manager to continually develop ways of increasing quality of service in order to exceed guest’s expectations Responsible for ensuring all equipment, tools and supplies are available. Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department(s), both front and back of house. Responsible for delivering the product in accordance with set standards, exceeding the internal/external customer expectations. Responsible for continually developing ways of increasing quality of service in order to exceed guests expectations. The aim is to develop a ‘happy to serve’ ethos where employees interact with guests in a relaxed, pleasant but professional manner. To be on the floor delivering the five-star service to our guests and ensuring that the team are performing at the highest level at all times. To ensure that team members understand the elements of five-star service and how they should be delivered, and should delivery be of an inappropriate standard take the desired action to rectify the situation To conduct and co-ordinate efficient management of corporate golf days To develop and initiate ideas and processes to improve profitability within the department – this includes managing of payroll and controlling of costs within the department in the absence of the Assistant Golf Manager. Responsible for coordinating housekeeping and maintenance teams to ensure that guest areas are clean, organised and accessible at all times. Demonstrate the ability to monitor all cost of sales and make adjustments to the business as required to satisfy budgetary constraints. To assist with the development of rotas to maximise the efficiency of manpower at the disposal of the team To assist in the delivery of members competitions and events To obtain feedback gained from both members and visitors to develop the guest experience and report it directly to the Assistant Golf Manager and Golf Manager. To deal with all guest feedback that is directly related to the Golf Experience To develop team members through delivering effective training Responsible for attending a bi-weekly review meeting, to report on the performance of the Golf Operations team and present an action plan for the following month. To support the delivery of all aspects of golf operations management and in doing so ensure that the department is profitable to budget level, and exceeds in service delivery. Training Responsible for evaluating staff training requirements and communicating these to the Department Manager. Responsible for the welfare and well being of all departmental team members, promoting the professional career development of every team member. Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these. Plays an active role in all departmental briefings, communicating resort wide issues and internal/external customer requirements where necessary. Responsible for coordinating daily activities within the department, ensuring all internal/external customers expectations are exceeded. Responsible for the leadership of the team, obtain internal/external customer feedback on departmental performance. Responsible for feeding back internal/external customer views to the team members in a constructive and positive manner, also providing solutions. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the relevant Manager, including internal/external customer feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered. Proposing changes within the department. Innovation Support the implementation of changes to ensure continuous innovations and improvements are made within the resort.