Operations Coordinator

Description

JOB OVERVIEW

This working role ensures the Front Desk, tennis courts and grounds at The Sports Club are operating according to Forbes Travel Guide, AAA 4 Diamond Service and Forbes Four Star standards by providing exemplary customer experience to members, their guests and resort guests. The operations coordinator provides 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. 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.

ESSENTIAL JOB FUNCTIONS

1. Meet and greet all members/guests appropriately and according to Forbes Travel Guide Standards and the AAA 4 Diamond Service Expectations. Answer questions and resolve questions independently as they are posed.
2. Answer all incoming calls within three rings. Provide appropriate information or direct calls to the appropriate department.
3. Oversee the lost and found, locker rentals, departmental registrations and other member services.
4. 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.).
5. Ensure all Club opening and closing procedures are executed properly.
6. Monitor member/guest activity in the Pro Shop and offer assistance when requested; restock and recover Pro Shops daily; assist with quarterly retail inventory.
7. Manage all activity reservations and complete resort guest billing for services and fees. 
8. Conduct daily inspection of Front Desk areas, lobby spaces, courts, surrounding grounds, etc. to ensure their cleanliness and orderly conditions.
9. Report deficiencies from walk-through or when reported by members, guests, or team members to Engineering and IT via operating platform.
10. Communicate with Housekeeping and Court Maintenance Supervisors and assist with operations as needed.
11. Communicate with Fitness & Aquatics Managers and assist with seasonal cleaning and operations as needed.
12. Demonstrate a hands-on approach, strong leadership skills and the ability to successfully train, guide and mentor fellow team members.
13. Cross-train in Front Desk, Housekeeping, Court Maintenance, and Aquatics operations. 
14. Maintain CPR Certification and implement emergency procedures when needed. 
15. Maintain knowledge of all Sports Club Programs, member events, and resort special events.
16. Hold team members accountable for all associated Guest/Member-facing standards and operational procedures.
17. 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). 
18. Contribute to overall resort team effort by completing additional duties as assigned.

WORK ENVIRONMENT

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

Requirements

Essential

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

SAFETY RESPONSIBILITIES

All employees must learn and comply with all Resort safety rules; must use appropriate safety equipment at all times; must immediately report all unsafe conditions to supervisors; must be familiar with all safety features or equipment, machinery or materials encompassed by job duties; and must check with supervisor if there is a question as to the safe procedure to be used for any job function.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

This description excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.