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Job description

Join the team at one of the finest private international clubs in the world. Just half an hour from Glasgow, Loch Lomond Golf Club is often described as one of the most beautiful places on earth, and its members can enjoy golf, luxury accommodation, fine dining, country pursuits and a luxurious spa. As part of our team, you will look after a discerning membership spanning over 30 countries world-wide.

We are currently looking for a highly experienced individual to join our Senior Management Team as a Service Operations Manager (SOM).

The primary purpose of the Service Operations Manager (SOM) is to achieve excellent service provision resulting in financial growth relating to accommodation, Country Pursuits, Club events & Florists. To achieve this they should develop short, medium and long-term strategic goals, build key member relationships and working under direction from the Assistant General Manager (AGM) and alongside other senior members of staff, identify business opportunities that enhance the Member experience through exceptional departmental service at Loch Lomond Golf Club.

This will be achieved through the implementation of agreed and approved by the Assistant General Manager - operational plans, meeting or exceeding key performance indicators and striving to maintain and continually develop a culture of excellence in all areas of the operation. The SOM will always lead by example by recruiting and developing the best staff with a high focus of staff retention.

We like to reward our employees with:

• Spa discounts for you, your family & friends
• Free lunch in our staff canteen where a range of cooked meals are prepared by our in-house chef.
• 30% discount for staff on Ishga & Germaine products
• 40% off all retail in our ProShop
• Gym membership available from 1st November to 31st March, making use of our state-of-the-art Matrix Gym.
• Take a lovely bouquet of flowers home for a small fee to charity. Minimum donation £2.
• Staff can play one round of golf per month (April – October) at a cost of £3.
• End of year gratuity payment
• Refer a friend scheme

Duties and Responsibilities of the Service Operations Manager:

Member Events

• Have a direct input as part of the Senior Management Team in developing existing and creating new, innovative, cost-effective Member Events.
• Identify and anticipate periods of low occupancy, adopting an innovative approach to creating additional demand.
• Work in conjunction with all relevant departments to agree the annual calendar of events, their pricing and revenue splits.
• Agree a communication timetable with the AGM and Marketing Manager to ensure that Members receive information regarding events and offers in a structured and timely manner.
• Work closely with the Club Reservations and Events Manager to train staff on promoting events to ensure that a proactive selling approach is embedded in the department culture for all Member events.
• Agree with the AGM targets and review and manage the performance of staff through Key Performance Indicators.
• Provide regular management information on the uptake of advertised events.
• Provide post event summaries to capture all aspects of each event that could be improved upon and replicated for other events.
• Working closely with the AGM, proactively prospect for new group event business within the Membership base, recording activity for managed reporting.
• Work in conjunction with other HOD’s to ensure that their staff are sufficiently trained and knowledgeable to upsell events to members.
• Introduce a communication system for all staff that allows them to pass on leads/Member interest to the Reservation & Events office.

Country Pursuits & Fitness Co-ordinator

• Be responsible for managing the Country Pursuits & Fitness Coordinator (CPFC).
• Manage and develop the shoot business ensuring that repeat bookings are secured.
• Continuing to generate revenues during the winter season.
• Maintain and develop positive working relationships with shoot venues.
• Manage and develop all other country pursuits activities.
• Work closely with the CPFC to promote the Fitness facilities and Personal Training sessions.

Operational Management

Effective and efficient management of all staff working within the departments and in doing so shall:

• Oversee the recruitment and selection of staff.
• Provide regular management information regarding the departments the SOM is responsible for.
• Take full responsibility for ensuring staff wage budgets and payroll to sales percentages are maintained.
• Ensuring staff are punctual, in correct uniform, and complying with the general guidelines.
• Take responsibility and accountability for the conduct and behaviour of team members and take appropriate action to correct any unacceptable behaviour.
• Undertake regular performance reviews of staff within your department, Annual appraisals and 6- & 10-week reviews.
• Invoke the disciplinary procedure as necessary in liaison with the HR Department.
• Ensure all human resource policies and procedures are adhered to.
• Actively support and work with other relevant Departmental Managers to maximise and grow revenues.
• Through empowering staff, develop a highly motivated team, flexible and multiskilled, who take pride and ownership in their work.
• Work closely with the Front of House to share resources if necessary.

Finance & Budget

• Accountable for achieving all budgeted revenue within the departments that the SOM is responsible for.
• Proactively monitor sales, margins and expenses, and in identifying negative variance against budget, taking appropriate and timely remedial action.
• Ensure that all transactions through Jonas are controlled and accurate, and that all financial controls and procedures are complied with.

Health & Safety

• Ensure that all areas of responsibility are run in a safe, orderly and disciplined manner in accordance with the conditions of all statutory licenses and Health & Safety requirements.
• Review and update Risk Assessments and ensure understanding amongst staff.
• Work in safe manner, seeking to minimise hazards to ensure the safety of other members of staff, Members and Members guests, and reporting all safety hazards.

Duty Management

• Ensure Managerial presence exists at Club functions/events, representing an identifiable point of contact.
• Act as a “host” of Loch Lomond and be very operational to ensure members can relate to you.
• To undertake Duty Management shifts, actively interacting with Members, guests and staff.
• Complete a Duty Manager report at the end of each shift.

Vision:

“Providing the finest Members experience, whilst engaging in climate change adaptation, protecting nature, benefitting communities and conserving resources”

Our Commitment:

Prioritising our people and the environment is embedded into the fabric of the Club. Our workplace culture is values driven with a focus on nurturing, leadership, and integrity. We are committed to operating in a way that has a positive impact on the environment and our community.

If you feel you have the desired qualities and skills required and this position is of interest to you, please attach your CV and cover letter to your application. We would be delighted to hear from you.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Gym membership
• On-site parking
• Referral programme
• Store discount

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Performance bonus

Licence/Certification:

• Driving Licence (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: One location