General Manager - Tilgate Forest Golf Centre

General Manager

Tilgate Forest Golf Centre, West Sussex

Background

Loyaltee Golf is part of The Parkwood Group, which is the leading provider of support services to public and private sector clients. The Parkwood Group employs over 6,000 people throughout the UK providing services, which include leisure management, green space management, healthcare, consultancy and management of PFI projects.

Key Duties & Responsibilities

Reporting to the Head of Golf, the General Manager's key objectives are below:

• Successfully deliver the Loyaltee Golf strategic goals.
• Achieve financial and participation targets.
• Ensure effective daily operation of the facilities.
• Custodian of quality standards.
• Manage, develop and co-ordinate staff resources effectively to meet operational requirements and create a dynamic, innovative and responsive team through open communication and leadership.
• Develop and maintain positive relations with our main stakeholder - Crawley Borough Council.
• Monitor performance using accounting and reporting procedures.
• Enhance and preserve the company's image and credibility.
• Take responsibility for health and safety processes, embedding a culture of safety awareness throughout the team.
• Support the operations at other Glendale Golf locations as required.

The General Manager will be responsible for these specific tasks:

Financial

• Manage the monthly forecasting process.
• Manage the annual budgeting & CAPEX process.
• Accountability for site level commercial performance.
• MEF and month end reporting including NAYAX, online sales etc.
• E5 administration.

HR

• Manage payroll in line with budgets/financial KPIs.
• Recruitment & selection.
• Inductions & PDRs.
• A lead role in training, development and coaching of all staff.
• Complete monthly payrun.
• Statutory legislation.
• Rotas.

H&S & Environmental

• Manage Statutory Compliance.
• Deliver F605 auditing/standards to annual schedule.
• A&I reporting and Prime management.
• HACCP & food safety.
• EMS and energy management.
• Site security & customer/employee safeguarding.
• Machinery safety & training standards.
• Ensure public footpaths and access through wooded areas are free of hazards and properly maintained.

Customer/Member Relations

• Review and submit data for KPIs and scheduled reporting.
• New member onboarding.
• Ensure compliance with GDPR.
• Manage club relations.
• Review & respond to customer survey feedback.
• Ensure inbound comms and CRM processes are maintained.

Sales & Marketing

• Support the group campaign planner.
• Manage local initiatives & activity planner.
• Identify new opportunities.
• Update social media channels in line with KPIs.
• Carry out scheduled CMAs.
• Oversee events & outreach activity.

Quality

• Provide an exceptional customer experience as per our WINning Formula.
• Develop a team culture of continuous improvement.
• Review and respond to IG customer ratings.
• Achieve minimum standards in NPS across several channels (IG, Google, Facebook, Golfshake, GolfNow).
• Responsibility for QMS and auditing, ensuring the highest standards of quality both on and off the golf course.
• Ensure all staff promote the company vision & values.

Operations

• A detailed knowledge of course maintenance & presentation. Work closely with the Head Greenkeeper to deliver the annual maintenance programme for the 18-hole golf course, par-3 course and driving range.
• Protect and enhance the unique ecological properties of Tilgate Forest.
• Coordinate the annual tree & scrub management plan.
• Management of the network of public footpaths through the golf course, ensuring a positive relationship between golfers and members of the public.
• Support new & existing projects.
• Support client stakeholder relations.
• Ensure all machinery, equipment & facilities are serviced and maintained to the required standards.
• Manage annual PPM and service contracts.
• Manage the building & facilities maintenance plan, ensuring repairs & redecoration is carried out at the appropriate intervals.
• Coordinate infrastructure maintenance including golf course/range drainage, irrigation systems and
• From time to time you may be required to provide support to the teams at other Loyaltee Golf locations.

Personal Qualities

• A high level of initiative and self motivation.
• Attention to detail; managing quality standards.
• Flexible approach to duties.
• A high energy level.
• A clear identification with the requirements of Loyaltee Golf customers.
• Customer care focus.
• The ability to identify opportunities for the Company.
• Demonstrable Health and Safety compliance culture.

Conditions

Title General Manager

• Working hours 40 per week, including one weekend day
• Reporting to Head of Golf
• Location Tilgate Forest Golf Centre
• Grade Manager
• Notice period 3 months

Pension

The company runs a pension scheme which you may be eligible to join dependent on contract of employment

Holidays

As per individual contract of employment