Manager, The Serve

Location: Onsite - Kohler, Wisconsin

Opportunity

This high energy and culture driving manager is responsible for leading The Serve-a premier racquet sport facility featuring 6 indoor pickleball courts, 2 outdoor platform tennis courts, and an indoor social space designed for events and activities-ensuring a world-class member and guest experience in a pristine, well-stocked, safe, and welcoming environment. This role manages the reception desk team, oversees scheduling and payroll accuracy, maintains service standards, drives revenue through membership sales and program participation (leagues, tournaments, socials, events), and partners closely with Sports Core leadership and stakeholders. The Manager also oversees a grab-and-go Food & Beverage offering, including inventory levels, ordering, and continuous adjustment based on purchasing trends in partnership with Woodlake Market management. The role owns day-to-day operating excellence, service recovery, KPI reporting, and the facility Profit & Loss (P&L), including expense management, ordering, and maintenance upkeep.

SPECIFIC RESPONSIBILITIES

Operational Excellence, Court Readiness & Facility Management

• Own daily operations for The Serve including opening/closing procedures, facility readiness, cleanliness standards (interior/exterior), safety compliance, and amenity presentation.
• Ensure court operations readiness and presentation daily for 6 indoor pickleball courts and 2 outdoor platform tennis courts (nets, fencing, lighting, surface conditions, snow/ice removal as applicable), including rapid escalation and follow-up on issues.
• Oversee the indoor social space to ensure it is set, clean, safe, and appropriately configured for activities, socials, meetings, and event execution; coordinate room resets and equipment needs.
• Ensure the facility remains in pristine condition: coordinate cleaning plans, inspections, work orders, preventative maintenance, and rapid response to facility issues.
• Maintain appropriate stock levels for all guest-facing supplies and operational consumables; implement inventory routines and par levels.
• Serve as liaison for maintenance needs and coordinate vendor/contractor access as required; track completion and document follow-up.
• Develop, maintain, and continuously improve Standard Operating Procedures (SOPs) for reception, court operations, and facility standards; ensure staff knowledge and compliance.

Guest Services, Service Recovery & Member Experience

• Create and sustain a consistent, gracious service culture aligned with 5-Star expectations; coach teams to deliver prompt, accurate, and engaging interactions.
• Lead service recovery: respond to member/guest concerns, troubleshoot issues, document incidents, and implement corrective actions to prevent recurrence.
• Provide tours to prospective members/guests; explain amenities, policies, court offerings, and programming; follow up to convert interest into memberships and participation.
• Ensure access control and policy adherence (passes/identification/age restrictions) while maintaining a warm, welcoming approach.
• Build relationships with members and guests to strengthen loyalty, retention, and referrals.

Sales, Revenue Growth & Programming Support

• Drive revenue through membership sales and renewals; actively sell and promote memberships, programs, events, leagues, tournaments, clinics, ladders, and socials.
• Work closely with the Corporate Sales team to sell, coordinate, and execute facility buyouts and rentals; develop turnkey packages, align on pricing and contracts, and ensure exceptional event delivery.
• Drive utilization of the pickleball and platform tennis courts by building and promoting leagues, ladders, tournaments, clinics, and socials; ensure exceptional on-site execution.
• Partner with Sports Core programming leaders to build an annual calendar that increases utilization and participation at The Serve.
• Support the planning and on-site execution of leagues/tournaments/socials/events, ensuring registration accuracy, staffing, and member communications.
• Monitor participation trends and member feedback to refine offerings and maximize engagement and profitability.

Food & Beverage & Retail Operations

• Manage the grab-and-go Food & Beverage space to ensure a consistent, high-quality member experience, including cleanliness, merchandising, and availability of core items.
• Maintain proper stocking levels through par-setting, weekly/daily inventory checks, and timely ordering of required items; adjust assortments and quantities based on purchasing trends and seasonal demand.
• Partner closely with Woodlake Market management for ordering, deliveries, pricing/PLU setup (as applicable), waste reduction, and continuous improvement to the offering.
• Monitor food safety and storage standards (dating/rotation/temperature controls) and ensure compliance with applicable policies and training.
• Track F&B revenue, cost of goods, waste, and contribution to facility P&L; recommend changes to improve profitability and guest satisfaction.
• Retail management: curate and merchandise a racquet-sport retail assortment (apparel, paddles, balls, accessories, gifts); set par levels and reorder points to maintain in-stock position and drive incremental revenue.
• Own retail inventory controls including receiving, cycle counts, shrink prevention, and accurate POS setup (PLUs/pricing); reconcile variances and implement corrective actions.
• Partner with Marketing and Corporate partners on retail promotions, seasonal resets, and member-focused product education; track sell-through, margin, and category performance to optimize mix and profitability.

Team Leadership, Scheduling & Training

• Directly manage reception desk staff: hire, onboard, train, coach, schedule, and develop associates to meet service and sales expectations.
• Create weekly schedules based on traffic forecasts, court bookings, events, and business needs; manage requests off and shift changes to maintain coverage.
• Ensure accurate payroll processing and timekeeping; monitor staffing efficiency and labor productivity within budget guidelines.
• Set clear expectations and provide performance feedback; complete reviews, recognition, and corrective actions as necessary.
• Foster a positive, accountable culture focused on safety, teamwork, and continuous improvement.

Financial Management & P&L Ownership

• Own The Serve facility P&L: develop budgets and forecasts, monitor revenues/expenses, and implement cost controls and efficiency initiatives.
• Manage expenses including ordering supplies, managing inventory, controlling labor costs, and ensuring proper maintenance upkeep within budget.
• Track and analyze key drivers (membership sales, court utilization, participation, labor, supplies, maintenance, and F&B results) to identify opportunities and mitigate risks.
• Ensure cash handling and transaction accuracy as applicable; maintain appropriate controls and reconciliations.

Reporting, KPIs & Cross-Functional Coordination

• Report on court utilization (by court type), program participation, membership conversion from tours, facility buyouts/rentals, and Food & Beverage/retail sales trends to inform staffing, ordering, and programming decisions.
• Produce and communicate KPI reporting (membership sales, retention, participation, utilization, guest satisfaction, service recovery metrics, labor, and expense performance).
• Coordinate programs, staffing impacts, and operational standards with Sports Core leadership to ensure consistency across facilities.
• Maintain strong partnerships with Maintenance, Marketing, Finance/Accounting, and other departments to deliver seamless member experiences and business results.
• Identify process improvements and lead change management initiatives; implement and sustain gains.