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.