Golf - Receptionist Manager

Qiddiya Investment Company

JOB OVERVIEW PURPOSE AND SCOPE

The purpose of this position is to eliminate service silos. The Reception Manager ensures that a guest checking in for a lesson at the Academy receives the same level of luxury service and recognition as a member checking in for a tee time at the Clubhouse. The scope involves complex rostering across multiple venues, establishing Standard Operating Procedures (SOPs) for guest check-in/out, data management of the Member Database, and the resolution of high-level guest complaints. This is a "roaming" management role, requiring a visible presence at all front desks throughout the day.

RESPONSIBILITIES AND DUTIES

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.