Operations Manager (6-day Work Week)

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 maximize court utilization, 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 • Respond professionally and promptly to customer enquiries, feedback, complaints, and booking issues. • Build positive relationships with regular players, coaches, clubs, corporate clients, and event organizers. • 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, damage, 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 cards, 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. F&B Oversight • Provide general operational oversight of the F&B outlet in coordination with the Chef and F&B team. • Maintain visibility over manpower scheduling, rostering and operational requirements. • Monitor the condition of the premises and equipment and follow up on maintenance or operational issues. • Support coordination between the F&B outlet and other activities within facility. Requirements • Diploma in operation/sports or a related field is preferred with experience in facility operations, F&B, sports venues, retail, customer service, or booking management. • Managerial experience is preferred. • Experience using booking systems, POS system. • Strong organizational, 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.