Head Professional - Bristol

LOCATION: Thornbury Golf Centre

POSITION: HEAD PROFESSIONAL

REPORTS TO: GENERAL MANAGER / GROUP RETAIL & GOLF MANAGER

VISION OF THE ROLE:

Overall responsibility for the delivery and development of all aspects of the golf operations and to ensure that member and guest expectations are consistently met or exceeded. To maximise revenue through the retail facilities and provision of teaching lessons. Seamless organisation of the tee sheet, competitions, corporate days and to nurture, develop and retain a team of PGA Professionals. To safeguard the long-term success of Thornbury Golf Centre for its stakeholders, the Head Professional will display determination and focus in guiding all the elements of golf services to the highest level ensuring that Thornbury Golf Centre is recognised as one of the premier family-centric golf destinations in the surrounding area.

Responsibilities include:

• Recruiting, onboarding, induction, ongoing training and development, and management of the retail & coaching team.
• All aspects of managing the tee sheet (systems: ESP and Intelligent Golf).
• Managing all club competitions, corporate golf, county and national competitions.
• Developing and controlling all aspects of retail and custom fitting.
• Development of the golf academy.
• Maintaining and development all aspects of equipment hire.
• Assist with development and standards on the driving range.

MEASUREMENT OF SUCCESS:

The Head Professional will be measured against key criteria:

• Operating profit (derived from retail, hire and lesson income).
• Annual measurement of staff engagement.
• Customer loyalty measured by Net Promoter Score (NPS).
• Biannual golf department operations audit.
• General Manager reviews, operational feedback, and personal objectives.

KEY RESPONSIBILITIES:

Strategic

• Assist the General Manager to ensure that all aspects of the golf services are aligned with the overall strategy for the club.
• Influence and positively manage the development of organisational culture putting the team and their continued development / challenge at the forefront.
• Produce supporting operational plans for golf operations that will contribute to achieving the objectives set out in the strategic plan.
• Contribute to the preparation and regularly review the business plan for golf revenue.
• Keep abreast of changes in the golf market in which the Thornbury Golf Centre operates and use this knowledge to identify opportunities for all areas of golf operations.

Operations

• Maintain positive and effective relationships with members and guests through an active presence in the golf arena, ensuring all customers and members receive a warm welcome and consistent high standard of service.
• Continually review and develop standard operating procedures for golf operations to enhance member and guest satisfaction whilst maximising revenue and profitability.
• Achieve a minimum of 90% in the biannual golf operations audit.
• Manage projects, monitor and evaluate their success as required.
• Oversee the care and maintenance of all assets, inventory, and resources of the golf facility.
• Develop and implement Health and Safety procedures for your department that comply with up-to-date legislation, ensure they are clearly communicated, effectively monitored, and regularly reviewed.
• Prepare for, attend, and contribute to departmental and organisational meetings.
• Assist in a duty manager capacity as requested by the General Manager.
• Deputise for the General Manager as required.

People

• People Management - ensure all team members are performing to their optimum ability, recognising and rewarding high and exceptional performance and performance managing under or poor performers.
• Regular, relevant and timely communication across the teams to ensure full understanding and transparency of company objectives and performance.
• Take an active role in the recruitment and consistent induction of all staff members, taking overall responsibility for their welfare and their development.
• Ensure recruitment is completed ethically and legally. Job descriptions, expectations and goals are described at length. Comprehensive note taking at interview stage to reflect the candidate response. Compliance with Right to Live & Work laws and references sought and confirmed.
• Ensure direct reports receive a (minimum) monthly 121, regular completion of their Timeline and Employee Feedback Forms are completed as required.
• Ensure direct reports receive performance support utilising the structure and process provided by the company.
• Ensure personal and team compliance within the BGL Academy is 100% at all times.
• Maintain a strong network with fellow BGL Assistant/Head Professionals to support robust collaboration.
• Uphold the traditions of Thornbury Golf Centre, maintaining the formality of working with the committee whilst adopting a progressive and positive agenda on behalf of BGL and its shareholders.

Financial

• Take full responsibility for the preparation and implementation of business plans, and financial budgets to grow and sustain the profitability of the golf operations.
• Take responsibility for all golf income and expenditure and demonstrate a sound understanding at all times of the financial detail of the business, culminating in month end reporting.
• Establish, monitor, and analyse golf operations budgets and take prompt corrective action to address variances, ensuring each operating area is maximising efficiency and profitability.
• Achieve revenue and contribution targets and identified KPI's for each aspect of golf operations.
• Implement and monitor all financial controls associated to golf operations and take personal responsibility for all cash handling.
• Complete month end procedures for retail in line with BGL company stock taking procedures.
• Adhere and monitor compliance of purchasing policies and procedures.
• Ensure all BGL procedures and policies are adhered to.

Marketing

• Identify and develop innovative programmes for all customer segments including, green fee, club competitions, open golfing events, tournaments, social golfing events and golf academy and work with the General Manager to promote these.
• Ensure that all promotional activity is properly structured, communicated and complies to BGL marketing guidelines.
• Communicate effectively with Thornbury Golf Centre Sales Manager and Support Office Sales & Marketing team.
• Ensure the golf operations sections of the Thornbury Golf Centre website is maintained and up to date.

Customer Experience

• Ensure that all teams in the golf business consistently deliver outstanding service levels to achieve maximum customer satisfaction.

Salary: Base Salary, plus commission structure.