Head of Club Experience

The Club Company; Lichfield; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Health club access

Bonus holidays

Wedding day off

Birthday day off

Volunteer day

Meal discount

Retail discount

Spa discount

Membership discount

Employee assistance

Personal development

Cycle to Work

Golf competition opportunities

STREAM

Free parking

Uniform provided

Job summary

The Club Company is seeking a dynamic Duty Manager to drive continuous improvement and exceptional guest service across our venues. You will analyse customer feedback, identify improvement areas, and provide strategic direction to enhance ratings, while ensuring operations run smoothly in the absence of the Club Director or General Manager.

This role requires leading teams, upholding brand standards, and coordinating across departments during early mornings, evenings, and weekends.

Qualifications

• Experience leading front-of-house or golf operations teams in a club setting.

Responsibilities

• Analyse customer feedback and identify improvement areas.
• Provide strategic direction to enhance customer ratings.
• Oversee site operations in the absence of the Club Director or GM.
• Lead team engagement, ensure standards and safety, mentor staff.
• Manage the Feed It Back dashboard and resolve escalated complaints.

Skills

Front-of-house leadership

Job description

About Us

The Club Company is a premium collection of golf and country clubs across the UK. We blend golf, fitness, and wellness to offer a complete lifestyle. Our clubs feature championship standard golf courses, fitness facilities, swimming pools, tennis courts, bars, eateries and accommodation. Our locations are what set us apart; beautiful grounds, picturesque views, and space to create that feel-good environment.

Our mission is to be the premier collection of golf and country clubs in the UK, offering members a feel-good experience through health and wellness, golf and more. To us, nothing beats spending time at one of our clubs. We're hugely proud of our facilities and the experience on offer and continuously strive to maintain the highest levels of service and standards.

We create a feel-good experience through our CARE values:

Caring, we are hosts with heart, helpful and respectful to customers - putting people first.

Ambitious, we are enterprising, fearless to reach the result and innovating - never giving up.

Respectful, we are considerate, establishing the needs of others, working efficiently and caring about high standards - with great attention to detail.

Energised, we are smile seekers, setting a positive tone and enjoying what we do! Happy to be at work and enthusiastic within a feel good environment.

Benefits:

As well as a competitive salary, we offer a range of fantastic benefits designed to support your well-being, career growth, and work-life balance:

• Complimentary access to our health club, group exercise classes, and discounted golf facilities.
• Bonus holiday days to reward long tenure - because we truly value commitment.
• Wedding Day off (conditions apply).
• Birthday Day off (conditions apply).
• A paid Volunteer Day to support causes you're passionate about (available after one year’s service).
• 70% off meals while on duty and 25% off when off-duty.
• 25% off retail.
• 25% off spa treatments (if booked and taken on the day).
• Discounted membership for a friend or family member, so your loved ones can enjoy the benefits too (available after probation and on a minimum 16 hours per week contract).
• Access to our Employee Assistance Programme, offering support for any challenges you may face.
• Personal development programs to support growth and for the considerable opportunities in our expanding group.
• Take advantage of our Cycle to Work scheme for a greener commute.
• Exclusive competition opportunities for team members with a golf handicap.
• STREAM, offering financial flexibility.
• Free parking.
• Uniform provided (role dependent).

The Role:

We are seeking a dynamic individual to drive continuous improvement and operational excellence at The Club Company, ensuring alignment with our brand standards. You will analyse customer feedback, identify areas for improvement, and provide strategic direction to enhance customer ratings. Your role will also involve addressing customer needs and overseeing site operations in the absence of the Club Director or General Manager.

You'll lead team engagement, ensure adherence to standards and safety, and step in for leadership when required. Monitoring performance targets, leading team meetings, and collaborating across teams will be key to maintaining smooth operations. Additionally, you'll mentor your team to ensure exceptional service, optimise resources, and handle customer correspondence, including managing the "Feed It Back" dashboard and resolving escalated complaints.

As part of the role, you'll also take on Duty Manager shifts, working closely with the team to ensure smooth daily operations and providing leadership and support when needed. This collaborative aspect of the role offers the chance to grow together and contribute to the overall success of the venue.

Experience & Skills Required:

Experience of working in a front of house or golf operations role in a leadership capacity.

Schedule:

• We operate a 7-days a week business, between 0600 to 2300
• Shift patterns will vary as per business requirements and encompass all opening hours - weekends and bank holidays
• Evening availability for functions (until 0200)

Embracing You:

We embrace diversity and equality, we are committed to building a team with a variety of backgrounds, skills and views. Everyone is welcome, as an inclusive workplace, our team are comfortable bringing their authentic whole selves to work.

Be yourself - we like it that way!