Job Scope
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.
General Royal Norwich Standards
· 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.
· 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.
Specific Duties
· 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.
Other
· 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.
Benefits:
- Company pension
- Employee discount
- Free parking
- Gym membership
- On-site gym
- On-site parking
Work authorisation:
- United Kingdom (required)
Work Location: In person
