Outside Operations Manager

Overview The Outside Operations Manager provides leadership and oversight for all areas of TwinEagles Club's outside golf operation, including Member arrival and departure services, golf cart operations, bag services, practice facilities, starters, player assistants, and the daily activities of the Outside Operations TEAM. This position is responsible for creating a consistent, first-class private club experience through visible leadership, effective staffing, comprehensive training, established standard operating procedures, and consistent accountability. The Outside Operations Manager establishes clear expectations and ensures TwinEagles service and presentation standards are executed across every shift. The Outside Operations Manager works closely with the Director of Golf, Head Golf Professional, Golf Course Maintenance TEAM, and other Club departments to ensure the outside golf operation is safe, organized, properly staffed, and prepared to support daily Member play, tournaments, outings, instructional programming, and special events. Success in this position is measured by Member satisfaction, TEAM performance, operational consistency, facility presentation, safety, equipment accountability, and the Manager's ability to develop a professional and service-focused Outside Operations TEAM. Experience Required Qualifications Previous leadership experience in golf operations, outside services, private clubs, hospitality, or a related service environment required. Previous supervisory or management experience strongly preferred. Understanding of private club service expectations and daily golf operations. Demonstrated ability to recruit, train, schedule, coach, and hold employees accountable. Strong organizational, communication, and interpersonal skills. Ability to develop, implement, and maintain standard operating procedures. Strong attention to detail and commitment to service and facility presentation. Ability to manage multiple priorities and make sound operational decisions. Working knowledge of golf cart fleets, practice facilities, tournaments, tee sheet operations, and pace-of-play management preferred. Proficiency with scheduling, communication, and basic business software. Ability to maintain accurate operational, inventory, incident, and performance records. Valid driver's license and ability to safely operate golf carts and related equipment. Ability to work early mornings, evenings, weekends, holidays, and varying schedules based on Club activity. Essential Responsibilities Leadership and TEAM Development Provide leadership and daily oversight of the Outside Operations TEAM. Supervise Shift Leads, starters, player assistants, bag room attendants, cart attendants, range attendants, and other assigned personnel. Establish clear expectations for service, professionalism, appearance, safety, and operational execution. Maintain a visible leadership presence throughout the golf operation, particularly during peak Member activity and major Club events. Conduct departmental meetings, pre-shift meetings, training sessions, and individual coaching conversations. Promote a culture of hospitality, teamwork, ownership, accountability, and continuous improvement. Lead by example through appearance, attitude, communication, work ethic, and Member engagement. Develop Shift Leads and other high-performing TEAM Members for increased responsibility and future leadership opportunities. Serve as the primary point of accountability for the performance and presentation of the outside golf operation. Staffing and Performance Management Recruit, interview, onboard, train, schedule, and retain qualified Outside Operations TEAM Members. Develop staffing plans that align TEAM coverage with tee sheet demand, tournaments, practice facility use, and seasonal Club activity. Prepare and manage staff schedules while maintaining appropriate service coverage and controlling labor expenses. Monitor attendance, punctuality, uniform compliance, and daily readiness. Provide regular feedback, coaching, recognition, and performance evaluations. Address performance or conduct concerns promptly, professionally, and consistently. Partner with the Director of Golf and Human Resources on performance management and employment matters. Maintain appropriate records related to scheduling, attendance, training, coaching, and performance. Member Service and Experience Ensure every Member and guest receives prompt acknowledgment, personalized attention, and professional service. Establish and reinforce expectations for Member recognition, communication, bag handling, club cleaning, cart service, and arrival and departure assistance. Monitor Member-facing areas and address service or presentation deficiencies promptly. Build professional relationships with Members and remain accessible for questions, requests, and feedback. Anticipate Member needs and identify opportunities to enhance the golf experience. Respond promptly and professionally to Member concerns and ensure appropriate follow-up. Reinforce welcoming body language, professional communication, and private club etiquette throughout the Outside Operations TEAM. Operational Oversight Oversee the daily operation and presentation of all outside golf service areas, including Member arrival and departure services, golf carts, bag storage and handling, practice facilities, starters, and player assistants. Ensure all operational areas are properly staffed, prepared, inspected, and maintained according to TwinEagles standards. Ensure golf carts, practice facilities, bag services, and Member arrival areas are prepared and supported throughout each day. Coordinate outside operational requirements for daily play, tournaments, outings, instructional programming, and special events. Maintain accountability for Club equipment, Member property, departmental supplies, and operational assets. Coordinate cart fleet maintenance, equipment repairs, and vendor service as needed. Ensure starters and player assistants understand and consistently execute expectations related to tee sheet management, Member communication, pace of play, course care, and safety. Work closely with the Golf Professional TEAM and Golf Course Maintenance TEAM regarding course conditions, practice facility operations, cart restrictions, weather, and daily operational needs. Identify service, staffing, equipment, and facility needs and make recommendations to Golf Leadership. Ensure opening and closing procedures are properly assigned, completed, inspected, and documented. Standard Operating Procedures Develop, document, implement, and maintain standard operating procedures for all areas of Outside Operations. Ensure SOPs support consistent service, operational efficiency, safety, equipment accountability, and the Member experience. Train TEAM Members on applicable procedures and regularly verify understanding and compliance. Review and update SOPs as Club standards, operational needs, technology, and equipment evolve. Use Member feedback, operational observations, and incident reviews to identify procedural improvements. Quality Control and Accountability Develop and maintain appropriate inspection procedures for all areas of Outside Operations. Conduct regular inspections to ensure service, cleanliness, presentation, safety, and operational standards are consistently maintained. Ensure Shift Leads actively supervise operations, complete assigned inspections, coach TEAM Members, and correct deficiencies. Utilize opening, closing, and operational checklists to promote consistency across shifts. Verify that assigned responsibilities and departmental standards are completed rather than assumed. Address deficiencies promptly and conduct appropriate follow-up. Use inspection results and Member feedback to identify recurring concerns, training needs, and opportunities for improvement. Communicate material concerns, repeated deficiencies, and recommended solutions to Golf Leadership. Communication and Interdepartmental Coordination Maintain consistent communication with the Director of Golf, Head Golf Professional, Golf Professional TEAM, Golf Course Maintenance TEAM, and other Club departments. Participate in departmental and Club leadership meetings as requested. Communicate staffing concerns, operational updates, equipment issues, Member feedback, weather-related changes, and unresolved matters. Ensure Shift Leads and TEAM Members receive timely and accurate information before and during each shift. Maintain effective shift-transition procedures to ensure continuity and accountability. Utilize approved scheduling, communication, and operational systems consistently. Provide Golf Leadership with recommendations for service enhancements, operational improvements, staffing adjustments, and capital needs. Budget, Inventory, and Asset Management Assist the Director of Golf with the preparation and management of the Outside Operations budget. Monitor labor expenses and schedule the TEAM efficiently based on anticipated operational demand. Maintain appropriate inventory controls for departmental supplies, equipment, uniforms, and operational materials. Coordinate purchasing through approved Club procedures and maintain appropriate supply levels. Monitor equipment condition and recommend repair, replacement, or capital investment when appropriate. Protect Club assets through consistent inventory control, proper storage, security, and documentation. Identify opportunities to improve operational efficiency without compromising service standards. Benefits Eligible for employee Holiday Bonus Eligible for health, dental, and vision coverage on the 1 st day of the month after 60 days worked. Eligible for the Club's 401(k) Safe Harbor Plan on the 1 st day of the month after 6 months of employment. Employer will match 100% of employee contributions up to 4% of compensation. Employer paid life insurance policy of $25,000 on the 1 st day of the month after 60 days worked. Employee paid benefits such as additional life insurance for self, spouse, and children. Short term disability available to purchase on the 1 st day of the month after 60 days worked. Paid Time Off (PTO) will accrue at a rate of 4.00 hours/per pay period or 104 hours per year. #J-18808-Ljbffr North American Transportation Management Institute