Our client is a luxury community offering nature\-inspired hospitality resorts, in suite wellness, relaxation and recreation experience for both residents and visitors.
Job Summary
Our Operations & Guest Experience Specialist serves as the deputy to the Revenue & Operations Manager and plays a critical role in ensuring the efficient, high\-quality operation of the Golf X facility. This role supports operational oversight, guest experience management, revenue monitoring, vendor coordination, and staff supervision. He/She acts as the next point of authority in the absence of the Revenue & Operations Manager, ensuring continuity of service, smooth operations, and strict adherence to Golf X standards.
.Key Responsibilities
Operational Leadership
- Oversee daily front and back of house operations including staffing, scheduling, inventory, maintenance coordination, and opening/closing procedures.
- Support the Revenue & Operations Manager in managing all operational workflows across the Golf X facility.
- Act as shift lead/duty supervisor as required, ensuring operational continuity.
- Ensure bay readiness, timely turnover, and flawless coordination between Bay Concierge, Kitchen, and Guest Services.
- Conduct opening and closing checks, ensuring compliance with safety, cleanliness, and brand standards.
- Monitor bay activity continuously to enforce safety protocols and intervene when unsafe play is observed.
- Manage equipment readiness, simulator setup, calibration, and maintenance escalations.
Guest Experience & Service Excellence
- Oversee the delivery of all mandatory safety briefings, ensuring team members clearly communicate rules and guidelines to guests before each session.
- Supervise the guest onboarding process to the Track man technology, ensuring accurate registration, appropriate game selection, and proper guidance on club\-tracking features and scoring.Monitor and guide team members in resolving technology\-related issues, and ensure prompt escalation of hardware or software concerns to the Golf X Business Manager.
- Coordinate the provision of beginner\-friendly golf coaching, ensuring team members deliver correct guidance on grips, stance, club selection, and basic swing techniques, and oversee the facilitation of short group clinics when required.
Revenue Support & Activity Management
- Support daily revenue monitoring, reconciliations, and activity reporting.
- Track performance across memberships, rentals, events, and activity bookings.
- Ensure smooth guest check\-ins, accurate billing, and proper documentation for all sessions.
- Identify upselling opportunities and support front\-line teams in promoting Golf X programs, rentals, and experiences.
Administrative & Reporting Duties
- Maintain detailed logs of bookings, incidents, bay usage, inventory, and maintenance issues.
- Prepare operational summaries and support the Manager in generating monthly performance reports.
- Communicate operational insights and provide handover notes during shift transitions.
- Assist in budgeting, cost tracking, and procurement as required.
Vendor & Contractor Coordination
- Liaise with vendors to ensure timely delivery of supplies, equipment, and services.
- Monitor vendor performance and report any lapses to the Manager.
- Support coordination with IT, maintenance teams, and external technicians for operational needs.
Team Support, Coaching & Leadership Development
- Coach and mentor front\-line staff on service delivery, upselling techniques, guest handling, and de\-escalation strategies.
- Support the Manager in supervising daily staff performance and attendance.
- Participate in training and onboarding of new team members.
- Lead team briefings when required and reinforce daily service priorities.
- Promote a culture of teamwork, professionalism, and continuous improvement.
