Operation Manager / Supervisor

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