Golf Shop Assistant - Dartford

LOCATION: BIRCHWOOD PARK GOLF & COUNTRY CLUB

POSITION: GOLF SHOP ASSISTANT

REPORTS TO: HEAD PROFESSIONAL

VISION OF THE ROLE: Responsible for set-up, maintenance and operation of the retail and golf department. To assist and serve our members/guests with the requested retail, reception and golf experience ensuring service excellence and maximises each sale opportunity for department and club.

MEASUREMENT OF SUCCESS: The Retail Assistant will be measured against key criteria:

• Operating profit (derived from retail income)
• Customer loyalty measured by Net Promoter Score (NPS)
• Retail audit
• Head Professional reviews, operational feedback, and personal objectives

RESPONSIBILITIES:

Operations

• Reviews daily bookings, tee times, lessons, societies and events.
• Greets customers using name where possible.
• Offers customers playing options and informs of daily offers and promotions.
• Answers questions relating to retail and golf issues.
• Processes all telephone enquiries, green fee and other payments in a professional manner.
• Reconcile all transactions and process orders through the ESP/check order system in an appropriate manner.
• Offer assistance to customers on merchandise and facilities on offer.
• Complete daily tasks and duties in a timely fashion.
• Replenish shop stock and update promotions daily, ensure stock is secured out of hours.
• Maintain and well-presented retail area, with all items bar coded and security tagged.
• Maintain the highest level of security never leaving the retail area unattended.
• Completes opening and closing procedures as per shift.
• Assist in the training and development of new or less experienced colleagues.
• Ensure compliance with all BGL Health & Safety procedures.

People

• Ensure personal level of compliance within the BGL Academy is 100% at all times.
• Maintain a strong network with fellow BGL golf retail colleagues to support robust collaboration.

Financial

• Ensure all BGL procedures and policies are adhered to.

Customer Experience

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

OUR VALUES: We expect all our staff to strive to:

• Maintain open and honest communication with our customers, both internal and external, at all times.
• Create and have a positive impact on our local community, supporting regular neighbourhood events and working closely with society.
• Protect and nurture our environment, consider everything from alternative work methods through to maintaining and supporting our local wildlife.
• Support each other in everything we do, recognised, and develop each individual's potential.
• Take complete ownership of their own actions and have pride in what they do.
• Deliver to our customer's consistent high levels of service, quality, and value in everything we do.
• Look for alternatives to what we do seeking out and exploiting natural resources.

COMPETENCIES:

• Working Knowledge of Sales & Marketing - Medium
• Results Driven (can do attitude) - High
• Teamwork - Extremely high
• Problem Solving and Decision Making (pragmatic) - High
• Communication Skills - High
• Managing Change - High
• Planning & Organising - Moderate
• Continuous Improvement - Moderate
• Innovation & Creativity - Medium
• Leadership - Low
• Analytical and Numerical Skills - Medium
• People Management - Low
• Coaching & Development - High
• Business Knowledge - Medium
• Strategic Planning - Low

PREFERRED QUALIFICATIONS & EXPERIENCE

Education: Competent numeracy and literacy level required.

Experience: Golf retail experience.

ROLE SPECIFIC REQUIREMENTS:

• Excellent communication skills
• Good presentation skills
• Outstanding customer service skills
• Good Time management, Organisation, and prioritisation skills