Assistant Manager Customer Relations

PURPOSE

To support the Customer Relations function in delivering an exceptional golfing and club experience by coordinating member services, facilitating golf-related activities, maintaining accurate member information, and fostering strong member engagement. The role acts as a key point of contact for members, ensuring seamless coordination across Golf Operations, F&B, Recreation, and Club Services while upholding the Club's premium hospitality and service standards.

KEY RESPONSIBLITIES

Drive Operational Excellence

• Manage member enquiries, requests, and feedback with timely resolution.
• Coordinate tee times, tournaments, coaching schedules, and member activities.
• Maintain accurate member records and personalize member experiences.
• Support seamless execution of golf events and member communications.

Applied Learning

• Build knowledge of golf operations, etiquette, handicaps, and club policies.
• Stay updated on club programs, events, and member offerings.
• Identify opportunities to enhance member engagement and service delivery.
• Participate in learning initiatives to strengthen operational effectiveness.

People Management

• Build strong relationships with members, guests, and stakeholders.
• Collaborate with Golf Operations, Pro Shop, F&B, and support teams.
• Deliver personalized service and memorable member experiences.
• Handle member concerns with professionalism and discretion.

Business & Financial Acumen

• Monitor member satisfaction, participation, and engagement trends.
• Support promotion of golf tournaments, events, and club activities.
• Assist in reporting and tracking service metrics and feedback.
• Contribute to initiatives that improve member retention and utilization.

Managing Legal & Compliance Practices

• Ensure compliance with club policies, golf regulations, and member guidelines.
• Maintain confidentiality and accuracy of member information.
• Support adherence to governance and operational standards.

Occupational Health & Safety Responsibilities

• Promote a safe environment across golf and clubhouse operations.
• Report and escalate safety risks, incidents, and concerns promptly.
• Adhere to emergency, evacuation, and first-aid procedures.

JOB REQUIREMENTS / HIRING PROFILE

Qualification

• Graduate in Hospitality Management, Sports Management, Business Administration, or related discipline.

Work Experience

• 3-5 years of experience in Member Relations, Guest Relations, Golf Operations, Hospitality, Luxury Clubs, Resorts, or Premium Leisure Facilities.

Skills

• Excellent communication and relationship-building skills.
• Proficient in CRM systems, MS Office, club management software, and digital communication tools.
• Strong coordination, event management, and problem-solving capabilities.
• Ability to manage multiple member interactions while maintaining service excellence.