Golf - Receptionist Manager

Overview

JOB OVERVIEW – PURPOSE AND SCOPE

Multi-Department Operations Management

• Oversee the daily operations of the Main Clubhouse, Leisure and Academy Reception Areas, ensuring adequate staffing levels based on tee sheet utilisation and lesson bookings.
• Develop and enforce uniform SOPs for all desks regarding telephone etiquette, guest registration, payment processing, and biometric/access control usage.
• Conduct daily briefings with the Supervisors of each area to ensure VIP movements, large groups, and course conditions are communicated to all front-desk staff.
• Monitor the physical presentation of all reception areas, ensuring lobbies, waiting areas, and counters meet the immaculate standards of a luxury 5-Resort.

Guest Experience & Concierge Logistics

• Manage the "Golfer’s Journey" logic, ensuring the transition from the Bag Drop to the Reception to the Locker Room is fluid and intuitive.
• Handle complex itineraries for high-net-worth individuals, coordinating effectively with the PA to the GM for dignitary visits.
• Act as the final escalation point for guest complaints or disputes regarding billing, bookings, or service failures at the front desk.
• Implement a guest recognition program, ensuring staff across all areas can identify members and repeat guests by name and preference.

Team Leadership & Training

• Recruit, train, and appraise a large team of Receptionists and Golf Operations staff.
• Create a cross-training culture where Academy staff can operate the Clubhouse desk and vice versa, allowing for flexible workforce deployment during tournaments or sickness.
• Manage the shift rostering to ensure language coverage (Arabic/English) at all key touchpoints during operating hours.

Systems & Administration

• Act as the "Super User" for the property management and booking systems (e.g., Lightspeed, Golf Genius, Opera or others as needed), overseeing data integrity and user permissions.
• Responsible for the daily reconciliation of revenue across all reception points, ensuring strict adherence to cash handling and credit policies.

Reporting

• **Reports Direct to:** Assistant General Manager/ Golf Operations Manager.
• **Supervises:** Reception Attendants.
• **Key Liaisons:** Retail Managers, Leisure Team, Head of Instruction (regarding Academy desk flow), Golf Operations Team, Membership Manager.

Education & Experience

• Bachelor’s degree in Hospitality Management, Business, or Tourism preferred.
• Minimum of 5–7 years of Front Office management experience in a 5-star luxury hotel or world-class golf resort.
• Experience managing multiple outlets or physical locations simultaneously is highly desirable.
• A strong background in golf operations is preferred, but a candidate with an exceptional luxury hotel Front Office background would also be suitable.

Technical Skills

• Advanced proficiency in Club Management Software (Lightspeed, etc).
• Strong command of Microsoft Excel for rostering and reporting.
• Experience with CRM (Customer Relationship Management) tools to manage guest profiles and preferences.

Core Competencies

• **Operational Agility:** The ability to move mentally and physically between different environments (e.g., the quiet focus of the Academy vs. the high volume of the Clubhouse) and adjust management style accordingly.
• **Emotional Intelligence:** High capacity for empathy and conflict resolution, able to de-escalate stressed guests or staff effectively.
• **Detail Oriented:** Obsessive about data accuracy (correct spelling of names, accurate billing) and environmental aesthetics (fresh flowers, tidy desks).
• **Communication:** Fluency in English is mandatory; Arabic language skills are a distinct advantage for welcoming local dignitaries.
• **Leadership:** An "on-the-floor" leader who leads by example, not from a back office.