Job Description
Golf Shop Assistant - Dartford
LOCATION: BIRCHWOOD PARK GOLF & COUNTRY CLUB
POSITION: GOLF SHOP ASSISTANT
REPORTS TO: HEAD PROFESSIONAL
VISION OF THE ROLE:
Responsible for set-up, maintenance and operation of the retail and golf department. To assist and serve our members/guests with the requested retail, reception and golf experience ensuring service excellence and maximises each sale opportunity for department and club.
MEASUREMENT OF SUCCESS:
The Retail Assistant will be measured against key criteria:
Operating profit (derived from retail income)
Customer loyalty measured by Net Promoter Score (NPS)
Retail audit
Head Professional reviews, operational feedback, and personal objectives
RESPONSIBILITIES:
Operations
* Reviews daily bookings, tee times, lessons, societies and events.
* Greets customers using name where possible. Offers customers playing options and informs of daily offers and promotions. Answers questions relating to retail and golf issues.
* Processes all telephone enquiries, green fee and other payments in a professional manner.
* Reconcile all transactions and process orders through the ESP/check order system in an appropriate manner.
* Offer assistance to customers on merchandise and facilities on offer.
* Complete daily tasks and duties in a timely fashion.
* Replenish shop stock and update promotions daily, ensure stock is secured out of hours.
* Maintain and well-presented retail area, with all items bar coded and security tagged.
* Maintain the highest level of security never leaving the retail area unattended.
* Completes opening and closing procedures as per shift.
* Assist in the training and development of new or less experienced colleagues.
* Ensure compliance with all BGL Health & Safety procedures.
People
* Ensure personal level of compliance within the BGL Academy is 100% at all times.
* Maintain a strong network with fellow BGL golf retail colleagues to support robust collaboration.
Financial
* Ensure all BGL procedures and policies are adhered to.
Customer Experience
* Ensure that all teams in golf retail consistently deliver outstanding service levels to achieve maximum customer satisfaction.
OUR VALUES:
We expect all our staff to strive to:
* Maintain open and honest communication with our customers, both internal and external, at all times
* Create and have a positive impact on our local community. Supporting regular neighbourhood events and working closely with society
* Protect and nurture our environment, consider everything from alternative work methods through to maintaining and supporting our local wildlife
* Support each other in everything we do, recognised, and develop each individuals potential
* Take complete ownership of their own actions and have pride in what they do
* Deliver to our customer's consistent high levels of service, quality, and value in everything we do
* Look for alternatives to what we do seeking out and exploiting natural resources
COMPETENCIES:
Area of competency
Required Level
Working Knowledge of Sales & Marketing - Medium
Results Driven (can do attitude) -High
Teamwork - Extremely high
Problem Solving and Decision Making (pragmatic) - High
Communication Skills - High
Managing Change - High
Planning & Organising - Moderate
Continuous Improvement - Moderate
Innovation & Creativity - Medium
Leadership - Low
Analytical and Numerical Skills - Medium
People Management - Low
Coaching & Development - High
Business Knowledge - Medium
Strategic Planning - Low
5. PREFERRED QUALIFICATIONS & EXPERIENCE
Education:
Competent numeracy and literacy level required.
Experience:
Golf retail experience.
Retail.
6. ROLE SPECIFIC REQUIREMENTS
* Excellent communication skills
* Good presentation skills
* Outstanding customer service skills
* Good Time management, Organisation, and prioritisation skills