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.

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Key
Responsibilities

Operational Leadership

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  Oversee daily front and back of house operations including staffing, scheduling, inventory, maintenance coordination, and opening/closing procedures.
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  Support the Revenue & Operations Manager in managing all operational workflows across the Golf X facility.
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  Act as shift lead/duty supervisor as required, ensuring operational continuity.
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  Ensure bay readiness, timely turnover, and flawless coordination between Bay Concierge, Kitchen, and Guest Services.
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  Conduct opening and closing checks, ensuring compliance with safety, cleanliness, and brand standards.
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  Monitor bay activity continuously to enforce safety protocols and intervene when unsafe play is observed.
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  Manage equipment readiness, simulator setup, calibration, and maintenance escalations.

Guest Experience & Service Excellence

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  Oversee the delivery of all mandatory safety briefings, ensuring team members clearly communicate rules and guidelines to guests before each session.
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  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.
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  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

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  Support daily revenue monitoring, reconciliations, and activity reporting.
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  Track performance across memberships, rentals, events, and activity bookings.
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  Ensure smooth guest check-ins, accurate billing, and proper documentation for all sessions.
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  Identify upselling opportunities and support front-line teams in promoting Golf X programs, rentals, and experiences.

Administrative & Reporting Duties

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  Maintain detailed logs of bookings, incidents, bay usage, inventory, and maintenance issues.
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  Prepare operational summaries and support the Manager in generating monthly performance reports.
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  Communicate operational insights and provide handover notes during shift transitions.
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  Assist in budgeting, cost tracking, and procurement as required.

Vendor & Contractor Coordination

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  Liaise with vendors to ensure timely delivery of supplies, equipment, and services.
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  Monitor vendor performance and report any lapses to the Manager.
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  Support coordination with IT, maintenance teams, and external technicians for operational needs.

Team Support, Coaching & Leadership Development

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  Coach and mentor front-line staff on service delivery, upselling techniques, guest handling, and de-escalation strategies.
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  Support the Manager in supervising daily staff performance and attendance.
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  Participate in training and onboarding of new team members.
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  Lead team briefings when required and reinforce daily service priorities.
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  Promote a culture of teamwork, professionalism, and continuous improvement.

Requirements

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  HND/Bachelor’s degree in Hospitality, Sports Management, Business Administration, Tourism, or related field.
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  5 years+ in operations or venue management within hospitality, entertainment, or sports venue settings.
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  Proven people-management experience, including frontline supervision.
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  Comfortable with point-of-sale systems, gaming platforms and basic analytics/reporting.
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  Excellent verbal communication and customer service skills.
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  A strong interest in golf and the sporting business