Director of Golf The Citrus Club

POSITION SUMMARY

The Director of Golf Operations is responsible for all aspects related to managing the daily golf operations of the Citrus Club at PGA WEST. The Director of Golf Operations reports to the General Manager of the Club and is responsible for managing the golf operations and operational team daily.

Ensure service levels meet the standards and expectations of The Citrus Club at PGA WEST and Century Golf Partners. Performs as an expert sport authority, planning, managing and supervising staff performance of activities and special programs, including golf tournaments and events, instruction, golf shop and outside operations, and oversight of the physical facilities and professional maintenance of the course environs.

The Director of Golf works closely with all areas of business within the Club to ensure seamless execution of golf events and activities, to exceed Member expectations, and to contribute to increased profitability throughout the Club.

EXPERIENCE, EDUCATION AND SKILLS REQUIRED

• Must be a Class A PGA member in good standing
• Must currently be a Director of Golf or Head Golf Professional
• Experience in Private Country Clubs
• Experience in managing multi-courses (The Citrus Club at PGA WEST has daily member blocks on The PGA WEST Pete Dye Mountain Course and the PGA WEST Pete Dye Dunes Course.)
• Minimum four years of applicable management experience
• Minimum four years of managing multiple team members, demonstrated strong management and leadership skills
• Minimum four years of golf operations experience
• Minimum four years of experience working with budgets
• Must possess exceptional organizational skills and high internal standards of hospitality, quality and service
• Ability to create plans, set goals and achieve targets
• Demonstrated ability to build a team, motivate team members and participate in team environment
• Strong ability to train and develop team members
• Demonstrated results-oriented ability and capable of working with minimal direction
• Strong ability to work with deadlines
• Demonstrated strong organizational, verbal and written communication skills
• Strong computer skills

TRAITS

• Passion for Member and Guest hospitality
• Positive and pleasant demeanor
• Ability to work with all levels in organization
• Excellent team player with ability to work in a fast-paced environment
• Ability to work with changing requirements at a moment’s notice
• Multi-task, quick thinker, attention to details
• High internal standards of quality and service
• Open to new ideas and approaches as it relates to facility goals and initiatives
• Willingness to enthusiastically implement programs to drive overall property performance
• Aptitude towards business
• Goal driven

ESSENTIAL RESPONSIBILITIES

1. Manage Golf Operations

You will be in the Supervisory role – making decisions crucial to the overall well-being of the facility, the team members, and the Members’ experience. As Director of Golf Operations, you will be responsible for developing and implementing an operating plan for the department. The plan will address the areas below and provide the framework for your professional responsibilities and departmental initiatives.

2. Member Experience & Pace of Play

Assure that all golf operations team approaches every encounter with Members and Guests in a friendly, service-oriented, hospitable manner. Create an atmosphere on and off the golf course that is welcoming, friendly and warm. Manage Member expectations by providing timely and relevant information about their round of golf. Manage pace of play and staffing levels to provide consistently positive Member experience. Routinely survey Members for comments. Respond to complaints in a timely manner and advise the General Manager corrective actions taken.

As pace of play is one of the top three influencing factors in Member and Guest experience, you will ensure our pace is consistently within our predetermined time frame. You will ensure that our policy is understood by Members and staff. The player assistants are to manage pace in accordance with the current pace policy and given hourly pace updates to the golf shop. Interactions with Members and Guests are to be clear, polite and within predetermined policies.

3. Employee Training and Scheduling

• Recruitment & hiring of all golf team members.
• Establish standards for personnel in all positions within the department. Provide training materials, checklists and on-the-job coaching to ensure team members are fully trained in the position(s) that they were hired to fulfill. Cross train team members in multiple roles where appropriate.
• Resolve all performance issues in a timely appropriate manner in compliance with the progressive discipline policy.
• Ensure Golf operations are staffed with the best possible talent in the industry. Motivate team members to work and assist in creating a friendly professional environment throughout the facility.
• Training of new team members.
• Responsible for conducting team member meetings regularly.
• Ensure appropriate coverage on facility to maximize service opportunities.

4. Event Management

Tournaments and Member events are a major revenue contributor. You will work directly with Director of Events and provide the highest level of service to group events and attend weekly Banquet Event Order meetings. You will be responsible for contributing to superior service for the Members during all events.

5. Golf Shop, Cart Fleet & Facility Presentation

• Ensure that the golf shop is presented in an organized, clean and customer-friendly manner at all times.
• Maintain appropriate merchandise, manage inventory levels, use effective pricing and ensure that all items are entered into system upon arrival at property. Be accountable for loss prevention.
• Work with outside services team members to ensure cart fleet is always in clean and safe condition. Regularly review the facility with the eyes of a Member to ensure a tidy, clean and safe environment both inside and outside of the building.
• Regularly review conditions on the golf course, alert the Superintendent and General Manager immediately about changes to conditions.

6. Practice Facility Management

Oversee Member usage of Practice Facility with adequate staffing and supplies, maintain a safe environment and design programs to maximize revenues.

7. Financial Management

• Meet or exceed revenue and expense targets for each of your department’s revenue and expense centers.
• Be accountable for tee sheet management and staffing in accordance with budgetary and operational needs. Review tee sheet booking trends and history.
• Create a sales environment and ensure that all team members are focused on driving daily, weekly and monthly sales targets. Understand and enthusiastically implement all programs designed to maximize tee sheet utilization. You are the sales leader of the golf operation and therefore need to mentor team members in this area.
• Work with the General Manager to ensure all financial information and invoices are processed on a daily or weekly basis as required. All daily deposits must be verified and be deposited in the safe for daily collection and closing.

8. Facility Representation

As Director of Golf Operations your role implies that you are the “face & personality” of the facility. The Director of Golf Operations will represent the facility with superior hospitality skills, a professionally engaging personality, a positive outlook, enthusiasm, and respected leadership qualities. Members of the community at large will look to you as an ambassador for the sport in our market.

9. Membership Management Team

Be an instrumental part of the Membership Management Team that is committed to growth opportunities in Membership. Work with all department heads, General Manager and Membership Director on creating a Membership by Invitation Culture where friends invite friends to join the club. Ensure Membership is the focal point in every staff meeting, standup and brainstorming session.

10. Perform all other duties assigned.

PHYSICAL AND MENTAL DEMANDS

Requires a variety of working situations. Some days will include 100% of time on your feet in the golf operation while other projects could require 50% sitting at your workstation.

Requires ability to communicate clearly and professionally. Requires ability to lift up to 20 pounds and seek assistance for heavier loads.

TYPICAL WORKING CONDITIONS

Work is performed indoor as well as outside in all weather conditions.

SPECIAL EQUIPMENT

Computer, printer, facsimile machine, phones, copier, telephone, other office equipment, golf carts, and other various golf operations equipment.

EXPECTATIONS

• Provide exceptional Member service to all tournaments, events and daily play.
• Ensure all team members are properly trained to assist in the daily operations.
• Train key staff members to be able to manage the operations in their respective areas.
• Communicate regularly to all golf operations team members and the management team.
• Be a resource for all golf operations staff to ensure compliance with all policies and procedures.
• Schedule regular departmental meeting to ensure consistent two-way communication.
• Maintain an open, willing, and positive attitude while contributing to results driven management team committed honest discussions regarding facilities operations, personal and staff development.