The Operations Manager / Supervisor is responsible for overseeing the day-to-day operations of the sports facility, with a primary focus on court bookings, customer service, staff coordination, facility readiness, and revenue optimisation.
Key Responsibilities
Court Booking and Scheduling
- Manage daily court bookings through online systems, WhatsApp enquiries, email, and walk-in requests.
- Coordinate bookings for individual players, groups, coaches, corporate events, and private functions.
- Monitor court availability and maximise court utilisation, particularly during peak and off-peak periods.
- Prevent double bookings, resolve scheduling conflicts, and communicate booking changes promptly.
- Manage cancellations, rescheduling, refunds, credits, waiting lists, and no-show cases according to company policies.
- Maintain accurate booking records, customer details, payment status, and special requests.
- Review booking trends and recommend improvements to pricing, packages, promotions, and operating hours.
Customer Service
- Welcome customers and provide clear information on court availability, pricing, packages, memberships, equipment rental, retail, coaching sessions, and facility rules.
- Respond professionally and promptly to customer enquiries, feedback, complaints, and booking issues.
- Build positive relationships with regular players, coaches, clubs, corporate clients, and event organisers.
- Ensure customers receive a consistent and enjoyable experience from booking through check-out.
Daily Facility Operations
- Oversee the opening and closing of the facility.
- Ensure courts, reception areas, rest areas, and equipment are clean, organised, and ready for use.
- Conduct routine inspections of court surfaces, nets, lighting, ventilation, safety equipment, and shared facilities. Coordinate maintenance, repairs, cleaning, and supplier services.
- Ensure incidents, damages, lost property, and maintenance issues are properly recorded and followed up.
Team Supervision
- Prepare staff schedules and assign duties based on bookings, events, and expected customer volume.
- Supervise reception, customer service, court attendants, cleaners, and other operations personnel.
Payments and Administration
- Ensure card, online, and electronic payments are recorded accurately.
- Reconcile daily transactions and prepare end-of-shift or end-of-day reports.
- Maintain records of bookings, sales, refunds, customer incidents, staff attendance, and facility maintenance. Assist with invoices, purchase requests, supplier coordination, and basic expense monitoring.
Events and Programmes
- Coordinate operational arrangements for tournaments, social play sessions, coaching programmes, corporate bookings, and private events.
- Monitor event-day operations and resolve customer or logistical issues quickly.
Sales and Revenue Support
- Promote court packages, memberships, coaching sessions, equipment rentals, events, and other facility services.
- Follow up on group, corporate, tournament, and recurring booking enquiries.
- Monitor occupancy, cancellations, average booking value, and other operational performance indicators.
- Support marketing campaigns, promotions, partnerships, and customer retention initiatives.
- Provide management with regular updates on booking performance, customer feedback, and revenue opportunities.
Requirements
- Diploma in operation/sports or a related field is preferred with 3 years of relevant experience
- Previous experience in facility operations, sports venues, retail, customer service, or booking management.
- Supervisory experience is preferred.
- Experience using booking systems, POS system.
- Strong organisational, scheduling, problem-solving, and multitasking abilities.
- Excellent communication and customer-service skills.
- Ability to handle payments, complaints, booking conflicts, and operational incidents professionally.
- Willingness to work shifts, evenings, weekends, and public holidays.
- Basic knowledge of pickleball is an advantage.
Work Schedule: 6-day work week, 2pm - 10pm
