Job description
We are looking for 2 part time Operations Assistants to ensure outstanding levels of guest service within the Indoor Tennis Centre, adopting a pro-active, collaborative approach to all tasks and administration. The role will report to the Operations Supervisor and have a dotted line into the Tennis Manager. You will work a three week rota, working an overage of 20 hours per week. You will be required to work one full weekend in every three.
What you will be doing
1. Providing excellent ‘front of house’ guest services welcoming Members and their Guests.
2. Understanding and awareness of the Club’s high expectations – pro-actively resolve issues that compromise our standards with a solution focused approach.
3. You will be the onsite duty manager at evenings and weekends as per your rota, ensuring daily site inspections for the Indoor Tennis Centre including the site opening and closing procedures and, at weekends, ensuring site inspections for the Clubhouse – escalating or resolving queries as appropriate.
4. Understanding, awareness and compliance with the AELTC Health and Safety Policy and Procedures, Child Protection Policy and Guidelines and Site Rules.
5. Assist the Tennis Manager with arrangements for tennis fixtures & tennis events throughout the year. This will include pre-match communications with AELTC team and the visiting team, pre match co-ordination with AELTC staff i.e. F&D teams and Groundstaff. Hosting/leading the fixture on the day. These fixtures will not form part of your normal rota. These days can be paid for as overtime or time in lieu.
6. Tennis administration including coordinating and support of Club tennis events and Club junior coaching.
7. Management and servicing of ball machines and tennis equipment at the Indoor Tennis Centre.
8. Assist the Club Events team with the organisation of Club Events and tours when needed.
9. Assisting with the management of the Club Accommodation offering – taking bookings, payments, preparing keys, year-end analysis of bookings, profit and loss, monthly walk arounds to check for maintenance issues etc.
10. Undertake routine administration – answering queries and escalating as appropriate.
11. Providing support for first aid incidents and emergencies as appropriate.
12. Close collaboration with the Club Office team in addition to communicating with various internal stakeholders including Security, Cleaning, Groundstaff, Estate Management and other departments.
What part your role will play in The Championships
13. During The Championships the Operations Assistant team support Members and Guests with underground parking, support ticketing, general enquiries and welcome Royal Box guests. Working closely with key stakeholders, including Security, the Player Desk, the Professional Tennis team and the Grounds team.
About you
14. Strong interest in tennis.
15. Proven, strong customer service skills, with the ability to professionally answer queries, resolve problems and escalate where appropriate.
16. Strong interpersonal skills – able to build and maintain effective internal and external working relationships and communicate effectively both face to face and remotely.
17. Experience and ability to work independently and part of a team.
18. Pro-active, organised, efficient, professional, reliable, able to meet deadlines with a positive, solution focused, flexible approach.
19. Strong, proven working knowledge of Microsoft Office Suite to Intermediate level.
20. Experience of working in a prestigious sports centre or tennis facility.
21. Desirable: Already have a coaching qualification or want to work towards a coaching qualification.