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Now viewing: Guest Service Manager
FI
Five Iron Golf - Coral Gables
Guest Service Manager
Job Description
GUEST SERVICES MANAGER A FIVE IRON GOLF FRANCHISEE
Guest Services Manager Location:
Coral Gables, FL Department:
Performance -Instruction Reports To:
GM - SocialDESCRIPTION
The Guest Services Manager is a key member of the Five Iron Golf Coral Gables leadership team, responsible for overseeing the Guest Attendant team, membership program, guest experience, golf technology, retail operations, instruction program and club fitting/sales. This position combines team leadership, hospitality, operational execution, and technical knowledge to ensure guests and members receive a best-in-class experience every time they visit. The Guest Services Manager will lead from the floor, maintain strong communication across departments, and serve as a Manager on Duty (MOD) while working in the venue. This role requires an organized, proactive leader who is comfortable balancing people management, guest engagement, technology, administrative responsibilities, and day-to-day venue operations.RESPONSIBILITIES
Responsibilities include, but are not limited to, the following: Guest Attendant Team Leadership Hire, train, develop, coach, and support the Guest Attendant team. Create and manage Guest Attendant schedules based on business needs, reservations, events, and anticipated venue volume. Establish and maintain clear service standards and expectations for the Guest Attendant team. Provide ongoing coaching, feedback, and performance management to ensure consistent communication, guest experience and overall execution of Five Iron Golf standards. Develop the Guest Attendant team's knowledge of golf simulator operations, reservations, memberships, venue offerings, and guest service expectations. Foster a positive, accountable, and team-oriented work environment. Maintain a thorough understanding of upcoming reservations, events, group bookings, and other activities impacting venue operations. Review reservations daily and proactively identify potential operational challenges or special guest needs. Membership Management & Member Experience Maintain and support the Five Iron Golf Coral Gables membership program. Actively promote and sell memberships to prospective members. Educate guests on membership benefits and identify opportunities to convert frequent guests into members. Maintain accurate membership information and assist with member questions, account needs, and concerns. Build relationships with members and cultivate a welcoming environment where members feel recognized, valued, and at home. Develop and maintain a best-in-class member experience that encourages engagement, retention, and loyalty. Serve as a primary point of contact and advocate for members within the venue. Instructional Operation- Ensure Instructor schedules are optimized, with each coach maintaining appropriate weekly availability
- Work with Instructors to meet monthly lesson delivery goals
- Collaborate with Instructors to guarantee coverage for events, clinics, seminars, and instructional programming needs
- Work with Instructors to identify and create additional opportunities for instructional programming.
- Provide regular reporting on instructional performance, compliance, and growth opportunities
- Ensure Instructors actively seed fittings into lessons, creating a natural pathway from instruction to fittings to club sales Trackman Technology & Simulator Operations Maintain working knowledge of Trackman technology and the hardware and software utilized throughout the golf simulator bays.
- Manage inventory of golf clubs, golf equipment, merchandise, and other retail products. Maintain organized, clean, and visually appealing retail displays.
- Complete regular inventory counts and ensure accurate inventory records.
- Place orders and coordinate with approved vendors to replenish products.
- Identify opportunities to improve retail selection, presentation, and sales.
- Ensure house and premium golf clubs are properly organized, maintained, and available for guests.
REQUIRED QUALIFICATIONS
- Previous experience in hospitality, entertainment, guest services, retail, or a related management position preferred.
- Demonstrated experience leading, training, scheduling, and developing hourly employees.
- Strong hospitality mindset with excellent guest service and conflict-resolution skills.
- Strong organizational skills and attention to detail.
- Strong written and verbal communication skills.
- Comfortable learning and troubleshooting technology and software systems.
- Basic understanding of golf is preferred; enthusiasm and willingness to develop strong golf and simulator knowledge is required.
- Availability to work a flexible schedule, including nights, weekends, and holidays based on venue needs.