Guest Service Lead, Golf Operations

1 month ago

Rio Verde, United States J.F. Shea Family of Companies Full time
Trilogy® at Verde River™: Verde River Golf & Social Club

The centerpiece of the community sits adjacent to Tonto National Forest with sweeping views of the Mazatzal Mountains and the iconic Four Peaks. Here you will find a newly re-envisioned golf course, tennis & pickleball courts, poolside bar & grill, luxurious resort pool, and The Outfitter, the starting point for outdoor fun. The Club also features our signature restaurant and full service spa.

Where: Rio Verde, 20 minutes north of Scottsdale, Arizona

Pay: $15 per hour

Benefits:

New hourly full-time team members working 30 hours or more per week, will be eligible for the Company medical, dental and life insurance plans the first of the month following 60 days of full-time employment.

Full-Time team members are eligible to accrue Paid Time Off ("PTO") in accordance with the Company policy at a rate of 120 hours per year.

Full-Time team members are eligible for 7 paid holidays annually.

Part-Time team members are eligible to accrue Paid Sick Leave in accordance with state guidelines.

All team members 21 years and older are eligible to participate in the J.F. Shea Co., Inc. 401(k) plan after completion of 30 days of service.

POSITION OVERVIEW:

As a member of the Golf Operations Team, the Guest Service Lead manages the daily guest service operations and directs the Guest Service Professionals. This position reports to the Director of Golf.

KEY RESPONSIBILITIES:
  • Communicate the core values and mission of BlueStar Resort & Golf (BSRG) to support the achievement of company goals.
  • Provide information about golf course conditions and the day's activities and events to the First Tee Hosts, Player Assistants, Golf Shop staff, and other team members so they have the information they need to provide a safe and enjoyable golf experience for the players.
  • Maintain effective communication with all team members throughout the day to maintain a smooth, informed, safe, and consistent atmosphere for guest services operations.
  • Create a productive and enjoyable work environment to inspire, motivate, and lead by example, with an intention to mentor staff development and recognize team member performance.
  • Model exceptional customer service; professionally respond to all guest concerns and train staff in BSRG policies and procedures.
  • Interview, hire, and directly supervise staff in accordance with BSRG policies and procedures, including planning, scheduling staff to ensure adequate coverage for all daily assignments, and, at times, performing activities of workers supervised.
  • Develop and monitor team member performance goals.
  • Schedule staff for roles as Practice Facility Host, Player Assistant, and First Tee Host, and be able to perform, as needed.
  • Daily management and upkeep of Guest Service, including player receiving area, rental equipment, golf carts and golf bag storage, and other member services.
  • Report equipment repair issues or unsafe conditions or accidents to a supervisor.
  • Welcome and establish initial connection with golfer or group of players. Load golf clubs onto the golf cart. Direct player(s) to the Golf Shop. Prepare the golf cart with cooler, pencil, tees, scorecards, etc. for the day. Join player(s) at several tees throughout the day to offer support.
  • After the game, meet the player(s) at the guest service area. Suggest dining and clean clubs while they are in the restaurant or load clubs in car.
  • Clean golf cart, check air in the tires, and restock for another group.
  • Inspect golf carts at the end of the day to assure they are in good working order.
  • Follow site inspection standards to enhance the appearance of the facility.
  • Regularly solicit feedback from team members and guests to develop new service ideas and increase the circle of expectations.
  • Work in a safe manner and use all personal protective equipment (safety gear) assigned; report unsafe conditions or accidents to a supervisor.
  • Assist in tournament set up and operations with Tournament Coordinator and Head Golf Professional.
  • Other duties and responsibilities may be assigned.
PERSONAL ATTRIBUTES:
  • Must be highly customer oriented and responsive with high need for closure.
  • Able to work under pressure and balance multiple priorities and assignments.
  • Strong team-building skills including the ability to lead, cooperate, and motivate.
  • Must be role model and able to live our BlueStar core values:
    • Honesty and Integrity
    • Respect for the Individual
    • Teamwork
    • Competitive Spirit
MINIMUM REQUIREMENTS / QUALIFICATIONS / SKILLS:
  • High School diploma or equivalent preferred.
  • One to two years' experience in a related customer service environment, with supervisory experience preferred.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
  • Ability to communicate positively and effectively with team members about assigned job tasks and responsibilities.
  • Desire to contribute to a productive work environment by maintaining a positive attitude with team members and the public.
  • Must have planning, problem-solving, decision-making, delegation, time management, supervisory and employee development skills.
  • Must have excellent written and verbal communication skills, with an ability to respond to the needs and requests of staff members and customers.
  • Must demonstrate initiative-ability to think, work, and make independent decisions, based on sound judgment.
  • Must be able to consistently achieve high work standards; attention to detail, accuracy, and timeliness.
  • Must be comfortable working in a fast-paced environment where continuous improvement is expected.
  • This position requires a flexible schedule, which may include early mornings, evenings, and weekends.
  • Valid driver's license is required.


WORK ENVIRONMENT:

This position works in an outdoor environment and may require driving a golf cart on variable terrain and navigating typical golf course obstacles, including, but not limited to, water, other golf carts and groups of players, plants, and the natural landscape. There is regular exposure to outdoor weather conditions and occasional exposure to native wildlife. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is regularly required to see, hear, speak clearly and understand the speech of another person, sometimes in a noisy environment. This position is very active and requires standing and walking for most of a work shift, bending, kneeling, sitting and driving, using hands to fingers to handle or feel, and reaching with hands and arms. The position requires the ability to occasionally lift and/or push or pull items weighing up to 50 pounds.

BLUESTAR RESORT & GOLF IS AN EQUAL OPPORTUNITY EMPLOYER

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