Operation Manager / Supervisor

TSH MANAGEMENT SERVICES PTE. LTD.; Singapore; On-site; SGD 42,000 - 70,000; Full time

Job summary

TSH MANAGEMENT SERVICES PTE. LTD. operates a sports facility and seeks an Operations Manager/Supervisor to oversee court bookings, customer service, staff coordination, and daily facility readiness. The role focuses on maximizing court utilisation, handling payments, and coordinating events with strong emphasis on guest experience.

You will manage multi-channel booking requests, supervise a small team, and monitor operational performance to drive revenue growth.

Qualifications

• Diploma in operation/sports or related field; 3 years relevant experience.
• Experience in facility operations or sports venues; supervisory experience preferred.
• Experience using booking and POS systems.
• Strong organizational, scheduling, problem-solving, and multitasking abilities.
• Excellent communication and customer service skills.
• Willingness to work evenings, weekends, and public holidays.
• Basic knowledge of pickleball is an advantage.

Responsibilities

• Manage daily court bookings and scheduling across channels.
• Oversee opening/closing and facility readiness.
• Supervise reception, attendants, cleaners and operations staff.
• Ensure accurate payments and record-keeping.
• Coordinate events, tournaments, and corporate bookings.
• Monitor revenue, occupancy, and promotions.

Skills

Staff supervision

Scheduling

Customer service

Booking systems

Payments handling

Problem solving

Communication

Shift work

Education

Diploma in operations or sports

Tools

POS system

Booking systems

Job description

The Operations Manager / Supervisor is responsible for overseeing the day-to-day operations of the sports facility, with a primary focus on court bookings, customer service, staff coordination, facility readiness, and revenue optimisation.

Key Responsibilities

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 maximise court utilisation, 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

• Welcome customers and provide clear information on court availability, pricing, packages, memberships, equipment rental, retail, coaching sessions, and facility rules.
• Respond professionally and promptly to customer enquiries, feedback, complaints, and booking issues.
• Build positive relationships with regular players, coaches, clubs, corporate clients, and event organisers.
• 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, damages, 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 card, 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.

Requirements

• Diploma in operation/sports or a related field is preferred with 3 years of relevant experience
• Previous experience in facility operations, sports venues, retail, customer service, or booking management.
• Supervisory experience is preferred.
• Experience using booking systems, POS system.
• Strong organisational, 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.

Work Schedule: 6-day work week, 2pm - 10pm