Outside Service Supervisor

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Job Type

Full-time

Description

JOB OVERVIEW:

The position will assist with the daily golf operations; including but not limited to member relations, and to provide other services to ensure an exceptional golf experience. Outside staff is highly important because often it's the first and last people the members and guests interact with.

WORK ENVIRONMENT:

Outside 95% of the time, the main areas of operation are the starter's area, bag drop, parking lot, driving range, and cart barn.

ESSENTIAL JOB FUNCTIONS

• Overseeing the Outside Service team, assisting the Assistant Golf Professional with supervising and providing service consistent with Resort standards
• Assist with training new team members to be able to provide the service expected for members and guests
• Monitor Birdwood assets and equipment for required maintenance and replacement- communicate needs to Assistant Golf Professional
• Maintain adequate inventory levels of golfer supplies needed and communicate needs in timely manner to Assistant Golf Professional for reordering
• Assigning tasks to the Outside Service Team daily, as well as performing the following:

Bag Drop, Par 3 Course Shuttle Driver & Starter

• Checking in with golf shop professional staff to get the itinerary and tee-sheet for the day.
• Assisting each player with bags on arrival and departure along with a brief description where the golf shop, 1st tee and practice facilities are located.
• Advising guests of course conditions and, if tablet is available, 1st tee starting times.
• Radio communication with pro shop about guests' arrival.
• Monitoring driving range tee box conditions/supply of baskets.
• Checking driving range club cleaning station, refilling bucket with clean water daily.
• Offering to clean clubs for golfers who have completed rounds/finished practice session on the range.
• Cleanliness of arrival area, front door trash can.
• Drive golf carts with extreme caution. Always be aware of your surroundings especially in the parking lot and Maintenance area
• Assisting with cleaning golf carts if other employees are otherwise occupied and time permitting.
• Assisting the starter to replenish cart supply in the bay as needed.
• Advising golfers on the range to head to the 1st tee when starter has indicated via radio that they are ready to play.
• Pick the driving range when needed, if course is quiet but range is busy.
• During quiet times at the bag drop location, make a pace of play run around either 9, greeting guests while passing round the 9 backwards.
• Driving shuttle cart with guests to the par 3 course.
• Managing Par 3 course rental clubs, checking clubs in & out at the start and finish of guests' round.
• Assisting in advising all golfers on the course of inclement weather conditions signaled by 15 second blast of horn. All golfers must return to the clubhouse until all clear is sounded.

Cart Barn Attendant & Driving Range Attendant

• Checking with pro shop staff when clocking in for shift about daily requirements and/or any special needs/events for the day.
• Communicate with relief shift or crossover shifts the agenda items of the day. Make sure to go over your notes and take care of any operational needs
• Inspecting cart cleaning supplies are sufficiently stocked, pencils, tees, scorecards, orange towels, sand bottles.
• Cleaning carts by removing trash, old scorecards, dirty towels, then spraying down foot well, dashboard, cubby holes, wheel wells, front bumper, rear bumper and parcel basket. Wiping seat and lowering windscreen before parking in cart barn. Making sure charger is correctly connected to cart, cart will beep 3 times.
• Stocking carts with a sharp pencil, 6 tees, 2 orange towels, blank scorecard, fill sand bottles.
• Checking cart supply in bay and assisting in replenishing supply if needed.
• Continually checking trash around facility and emptying if needed. Taking trash to dumpster, breaking down cardboard boxes if any from pro shop and putting into recycling dumpster at maintenance.
• Transporting all dirty towels over to the Inn and collecting any bags of clean towels waiting to be collected.
• Communicating with Starter to check on sand bottle station at 10th tee box.
• Maintaining cleanliness of area throughout the day.
• Cleaning rental clubs as they are returned, radio pro shop if bag drop attendant hasn't, returning cleaned rentals to the rental room.
• Offering to clean guests clubs as they return carts to cart return.
• Assist Driving Range Attendant with cleaning balls when needed.
• Checking with pro shop staff when clocking in for any special events/needs for lessons/ other requirements for the day.
• Walking the range, greeting all guests and collecting baskets, picking up any trash.
• Check club cleaning station on first range walk through, making sure water is still clean.
• Assessing ball level in the ball machine, prioritizing picking the range or assisting cart barn attendant cleaning carts.
• Picking the range, collect 6 full teaching baskets on the range, if business levels are high, radio cart barn attendant to assist with cleaning balls so can continue to pick the range.
• Assessing UVA driving range ball requirements, restocking as soon as possible.
• Maintaining sufficient level of balls for high business periods.
• Cleaning range balls and separating non range balls and cracked/cut balls from good range balls.
• During quiet periods, hand picking the chipping green, filling divots on grass tee boxes, both public and UVA tees. Unplugging balls on range, from bunkers on range as well.
• Check driving range flags/targets are upright and secure.
• Emptying any/all trash cans on range.
• Check water coolers on range, enough cups for the day. Advise pro shop/maintenance via radio if needed.
• Advising all golfers to leave the range in inclement weather, 15 second horn blast, range will only reopen after all clear signal has sounded.
• Closing range machine daily, returning all tokens to the pro shop, placing basket stand with all baskets in rear of ball machine building. Closing sliding door and locking both doors.

Starter

• Checking in with the pro shop staff to see what is required for the days play.
• Stocking the cart bay accordingly
• Checking each cart as they are pulled from the barn, making sure each cart is clean, has a sharp pencil, blank scorecard, tees, orange towels & filled sand bottles.
• Greeting all guests with a warm smile, offering any help each guest might need.
• Provide all relevant information to each golfer, including but not limited to course conditions, cart path rule, pace of play expectations, restroom locations, drinking water location, and the flag color relating to position on green. Additionally recommending the best tees to play based on golfer skill level.
• Using Tablet/Tee Sheet, efficiently starting all golfers, ensuring that they have checked in with the pro shop and paid to play.
• Communicate via radio with bag drop attendant if golfers need to be found, bag drop attendant can communicate with golfers on the range to head to the 1st tee.
• Monitoring putting green for any golfers who need assistance.
• When required advising all golfers on course of inclement weather conditions, 15 second blast of horn, all golfers must to return to the clubhouse until all clear is sounded.
• Assisting with bag drop when 1st tee is clear and bag drop attendant is performing other duties. Radio contact essential to keep bag drop station covered.
• Monitoring levels of sand bottle station at the 10th tee. Advising Cart Barn attendant of need for replacing empty sand bottles.

FORBES TRAVEL GUIDE BASIC STANDARDS

• Telephone conversation is calm and clear.
• The guest is always asked permission before being placed on hold.
• No telephone hold longer than 30 seconds without offering call-back.
• Staff acknowledges the guest when appropriate and reasonably possible.
• Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
• Staff readily smiles and maintains an engaging expression.
• Staff makes eye contact and keeps focus on the guest.
• Staff exhibits a genuine sense of interest and concern for the guest.
• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
• Cross-departmental channels of communication among staff are consistent and complete.
• Staff performs the requirements of their department knowledgeably and proficiently.
• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.
• The guest's name is used naturally as a signal of recognition.
• Staff closes interactions with polite, appropriate remarks.
• All staff encountered are wearing professional, clean and well-fitted uniforms.
• All staff encountered are extremely well-groomed.
• Staff maintains alert posture and behaves professionally in view of the guest.
• Staff does not decline any request without offering appropriate alternatives.
• The service is handled without excessive delays or interruptions.

Requirements

QUALIFICATIONS

Essential:

• Valid driver's license.
• Strong communication & leadership skills.
• Proven ability to:
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Resolve problems calmly, using good judgment.
• Work independently.
• Understand customer service needs and solve them proactively.
• Work effectively with managers and co-workers.
• Work under stress in a fast-paced environment.

Desirable:

• Basic golf knowledge preferred.
• Previous experience working at a golf course.

SAFETY RESPONSIBILITIES

All employees must learn and comply with all Resort safety rules; must use appropriate safety equipment at all times; must immediately report all unsafe conditions to supervisors; must be familiar with all safety features or equipment, machinery or materials encompassed by job duties; and must check with supervisor if there is a question as to the safe procedure to be used for any job function.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests. This description excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.