Supervisor, Golf Operations BraeBen

Job Summary

The overall responsibility of this position is to plan, oversee, and supervise the daily operations of the golf facility, ensuring great customer service, efficient golf operations, and adherence to the city's policies and procedures, while recruiting and managing a team of golf staff. This role involves planning and organizing golf programming through Community Programs and our third-party golf instruction contract, to enhance community engagement and participation.

Duties and Responsibilities

Daily Golf Operations

• Direct and oversee all golf operations, including pro shop services, merchandise management, inventory control, purchasing, pricing, and displays to ensure efficient functioning and profitability.
• Maximize the potential of practice facilities by overseeing their operation and ensuring they meet quality standards.
• Provide exceptional customer service by promptly addressing inquiries and effectively resolving challenges with tact and diplomacy.
• Supervise staff and provide peak-period floor coverage to maintain facility standards, smooth operations, and customer satisfaction.
• Manage rentals of power carts, pull carts, and clubs, ensuring they are well-maintained on a daily basis.
• Create and manage tee-sheets, online reservation systems, and POS systems to efficiently handle bookings and revenue reconciliation.
• Troubleshoot POS and credit terminal issues, escalating complex problems as required to minimize downtime.
• Maintain a spreadsheet dashboard to track daily rounds and revenue, enabling informed decision-making.
• Foster open communication and collaboration with the golf course maintenance team to ensure seamless operations.
• Respond to after-hours facility and operational issues, providing timely updates to the Manager, Golf Services, to support swift resolution.

Talent Management 

• Lead all aspects of golf staff recruitment, training, scheduling, supervision, and development to ensure effective operations and exceptional customer service.
• Offer after-hours support for phone inquiries related to customer complaints, staff issues, POS problems, and operational concerns to address issues promptly and maintain customer satisfaction.
• Participate actively in Corporate, Departmental, and Divisional Working Groups, Committees, and Special Projects, and perform other related duties as assigned to contribute to organizational goals and initiatives.

Programming 

• Develop, coordinate, and evaluate golf programs, clinics, camps, and instructional opportunities for all skill levels.
• Administer ActiveNet programming functions, including program creation, modifications, cancellations, and refunds.
• Manage third-party instruction contracts and oversee camp staff recruitment, training, and supervision to ensure safe, high-quality programming.

Policies & Procedures 

• Enforce course rules and regulations effectively while upholding a positive and welcoming atmosphere to ensure a pleasant experience for all patrons.
• Ensure staff and customers adhere to established policies and procedures to maintain consistency and compliance.
• Understand and enforce Corporate Policies & Procedures, Emergency Procedures, and Health and Safety Standards to prioritize the well-being and security of staff and customers.

Financial & Marketing Support 

• Analyze financial statements and implement corrective actions aligned with budget goals to ensure financial stability and profitability.
• Collaborate with Marketing to develop and execute the golf course's marketing plan to attract and retain customers.
• Support procurement and capital purchases, track expenses, and identify cost-saving opportunities to optimize resources and operational efficiency.

Skills and Qualifications

• University degree or College diploma in Business Administration or Professional Golf Management (PGM)
• Current PGA of Canada Class A certification with a minimum of 5 years of experience
• Valid Smart Serve certification or willing to obtain within 6 months of the start date
• Current Intermediate First Aid (formerly Standard First Aid) certification or willing to obtain within 6 months of the start date
• PHCD & Quest 2 (High Five) certification or willing to obtain within 6 months of the start date
• Valid driver's license