Operations Manager (6-day Work Week)

Court Booking and Scheduling

• Manage daily court bookings through online systems, WhatsApp enquiries, email, and walk-in requests.
• Coordinate bookings for individual players, groups, coaches, corporate events, and private functions.
• Monitor court availability and maximize court utilization, particularly during peak and off-peak periods.
• Prevent double bookings, resolve scheduling conflicts, and communicate booking changes promptly.
• Manage cancellations, rescheduling, refunds, credits, waiting lists, and no-show cases according to company policies.
• Maintain accurate booking records, customer details, payment status, and special requests.
• Review booking trends and recommend improvements to pricing, packages, promotions, and operating hours.

Customer Service

• Respond professionally and promptly to customer enquiries, feedback, complaints, and booking issues.
• Build positive relationships with regular players, coaches, clubs, corporate clients, and event organizers.
• Ensure customers receive a consistent and enjoyable experience from booking through check-out.

Daily Facility Operations

• Oversee the opening and closing of the facility.
• Ensure courts, reception areas, rest areas, and equipment are clean, organised, and ready for use.
• Conduct routine inspections of court surfaces, nets, lighting, ventilation, safety equipment, and shared facilities. Coordinate maintenance, repairs, cleaning, and supplier services.
• Ensure incidents, damage, lost property, and maintenance issues are properly recorded and followed up.

Team Supervision

• Prepare staff schedules and assign duties based on bookings, events, and expected customer volume.
• Supervise reception, customer service, court attendants, cleaners, and other operations personnel.

Payments and Administration

• Ensure cards, online, and electronic payments are recorded accurately.
• Reconcile daily transactions and prepare end-of-shift or end-of-day reports.
• Maintain records of bookings, sales, refunds, customer incidents, staff attendance, and facility maintenance. Assist with invoices, purchase requests, supplier coordination, and basic expense monitoring.

Events and Programmes

• Coordinate operational arrangements for tournaments, social play sessions, coaching programmes, corporate bookings, and private events.
• Monitor event-day operations and resolve customer or logistical issues quickly.

Sales and Revenue Support

• Promote court packages, memberships, coaching sessions, equipment rentals, events, and other facility services.
• Follow up on group, corporate, tournament, and recurring booking enquiries.
• Monitor occupancy, cancellations, average booking value, and other operational performance indicators.
• Support marketing campaigns, promotions, partnerships, and customer retention initiatives.
• Provide management with regular updates on booking performance, customer feedback, and revenue opportunities.

F&B Oversight

• Provide general operational oversight of the F&B outlet in coordination with the Chef and F&B team.
• Maintain visibility over manpower scheduling, rostering and operational requirements.
• Monitor the condition of the premises and equipment and follow up on maintenance or operational issues.
• Support coordination between the F&B outlet and other activities within facility.

Requirements

• Diploma in operation/sports or a related field is preferred with experience in facility operations, F&B, sports venues, retail, customer service, or booking management.
• Managerial experience is preferred.
• Experience using booking systems, POS system.
• Strong organizational, scheduling, problem-solving, and multitasking abilities.
• Excellent communication and customer service skills.
• Ability to handle payments, complaints, booking conflicts, and operational incidents professionally.
• Willingness to work shifts, evenings, weekends, and public holidays.
• Basic knowledge of pickleball is an advantage.