Outside Service Supervisor

UNIVERSITY OF VIRGINIA HOST PROPERTIES INC•Charlottesville, VA

5d•Onsite

About The Position

The Outside Service Supervisor position will assist with the daily golf operations, including member relations, and provide other services to ensure an exceptional golf experience. Outside staff is highly important because they are often the first and last people the members and guests interact with. The role involves overseeing the Outside Service team and assisting the Assistant Golf Professional with supervision and providing service consistent with Resort standards. This includes training new team members, monitoring assets and equipment, maintaining inventory levels of golfer supplies, and assigning daily tasks to the team.

Requirements

Valid driver’s license
Strong communication & leadership skills
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
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
Must check with supervisor if there is a question as to the safe procedure to be used for any job function

Nice To Haves

Basic golf knowledge preferred
Previous experience working at a golf course

Responsibilities

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
Bag Drop, Par 3 Course Shuttle Driver & Starter duties
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
Maintaining cleanliness of arrival area, front door trash can
Driving golf carts with extreme caution, being aware of 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
Picking the driving range when needed, if course is quiet but range is busy
During quiet times at the bag drop location, making 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
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
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
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