LOCATION:                  Sidcup Family Golf

POSITION:                   Team Leader                          

REPORTS TO:              Supervisors/Duty Managers

VISION OF THE ROLE:

Support Supervisors and Duty Managers in the effective day-to-day operation of Sidcup Family Golf, ensuring high standards of customer service, operational delivery and team performance are consistently maintained.

Lead and support the team during shifts, creating an engaging and positive environment for both customers and colleagues. Maximise revenue through excellent customer service, appropriate upselling and effective deployment of the team.

The Team Leader will lead by example, bringing the values and standards of Sidcup Family Golf to life every day, whilst supporting the development and performance of team members.

KEY RESPONSIBILITIES:

Operations

*         Lead the team during shifts, ensuring colleagues are appropriately deployed and operational priorities are achieved.

*         Maintain a visible and active presence across customer-facing areas.

*         Ensure all areas are clean, safe, well-presented and ready for customers.

*         Monitor customer flow and proactively address any issues that could impact the customer journey or overall customer experience.

*         Allocate tasks to team members and ensure these are completed to the required standard.

*         Follow and reinforce company and site SOPs, identifying opportunities for improvement and communicating these to the Supervisor or Duty Manager.

*         Support the care and maintenance of site assets, equipment, stock and resources.

*         Support opening and closing procedures as required.

*         Deputise for the Supervisor or Duty Manager as required and within the scope of the role.

*         Escalate significant operational, customer or staffing issues to the Supervisor or Duty Manager.

People 

*         Lead by example, motivating and supporting team members to deliver their best performance.

*         Bring our company values to life every day, leading by example and ensuring they are lived and breathed through the way we work, communicate and interact with our customers and each other.

*         Provide regular coaching, guidance and feedback to team members.

*         Recognise and celebrate good and exceptional performance.

*         Identify performance or conduct concerns and communicate these to the Supervisor or Duty Manager.

*         Communicate company, departmental and site objectives clearly to the team.

*         Support the training and development of team members.

*         Ensure personal and team compliance with Access Learning is maintained at 100%.

Event Operations

*         Support the successful delivery of parties, group bookings and other events.

*         Take responsibility for the operational delivery of events during their shift, ensuring the team are briefed and prepared.

*         Coordinate team members during events to ensure smooth service and an exceptional customer experience.

*         Ensure event areas are prepared to the required standard and that agreed event procedures are followed.

*         Escalate any significant customer, operational or staffing issues to the Supervisor or Duty Manager.

*         Gather and communicate relevant customer and team feedback to support the continued improvement of event delivery.

Customer Experience

• Ensure team members consistently deliver outstanding customer service.
• Champion the customer journey, ensuring the team consistently deliver a positive and memorable experience at every stage.
• Lead by example in all customer interactions.
• Proactively engage with customers and identify opportunities to enhance their experience.
• Resolve customer queries and minor complaints effectively, escalating where appropriate.
• Monitor customer feedback and communicate recurring issues or opportunities to management.

Sales & Revenue

• Encourage and coach team members to maximise revenue through appropriate upselling.
• Promote retail, food & beverage and other site offerings to customers.
• Support the achievement of departmental and site revenue targets.
• Identify opportunities to improve sales and communicate these to the Supervisor or Duty Manager.

OUR VALUES:

Fun

• We bring energy every day
• We contribute to the happiness of the team
• We deliver moments of delight and celebration

Ambition

• We continually look to improve
• We’re prepared to play even if we don’t always win
• We take the positives and learn.

Collaboration

• We communicate clearly, openly and fairly
• We’re inclusive seeking, seeking to understand and appreciate differences
• We contribute towards being a great team

Trust

• We create safe spaces for all
• We act responsibly and deliver on our promises
• We believe in each other