To create, enhance, educate and set the expectation surrounding customer experience to our staff. To empower all employees to be custodians of our world leading customer experience. Responsible for ensuring that we facilitate our customer commitment, constantly seeking to improve and enhance the guest experience from arrival to departure and beyond.
The Head of Operations will ensure that the customer’s experience is seamless from start to finish; seeking to delight and facilitate the lasting memories of a world class experience for all who visit Carnoustie and our golf and hotel businesses.
Key duties of this role include, but are not limited to:
Leadership:
o Continually manage, support, mentor and encourage team members in their responsibilities of a world leading customer service
o Align team SMART objectives to that of the organisation’s strategic aims and goals and targets via appraisals
o Ensure appropriate training and development goals and needs are enabled and delivered
o Encourage and promote good health and safety practices and healthy working lives throughout the team and the organisation
Operational:
o Create and manage a seamless process that ensures we build the best customer experience
o Create Standards of Performance around customer experience, organisational wide
o Create and manage a platform that allows us to engage with and capture customer feedback that enables us to continually improve our service offering
o Manage the expectations and closing out of any customer feedback that the organisation deems appropriate for remedial action; namely complaints, recommendations and Mystery Shop result feedback
o Responsible for the implementation of Mystery Shop
o Manage the Golf Operations, Guest Relations, Customer Experience, Reception, Housekeeping and Concierge Teams across our hotel and golf businesses, ensuring all members of the team are appropriately trained in excellent customer service
o Create a Customer Experience and Operations process for all staff and third parties, including caddies (with the Caddy Master), ensuring our customers are our priority
o Infrastructure – Ensure all facilities are of a high standard liaising with the management team for any upgrades/changes or implementation to enhance the customer’s journey
o Budget responsibilities - Effective allocation of a budget aligned to strategy development and annual planning
o Manage the Season Ticket Holders and Members (hotel, spa and gym) processes and procedures, including the renewal process
Essential Skills and Behaviours:
o Proven experience in leading large customer-facing teams and therefore comfortable operating across multiple functions and adapting to shifting priorities.
o Problem solving and troubleshooting abilities; able to investigate and respond to situations logically and robustly
o Excellent interpersonal skills, building and maintaining excellent relationships with colleagues and customers
o Flexible and adaptable in own approach to help get the job done
o Open and honest, clear communicator
o Customer-focused in everything you do
Desirable Skills and Behaviours:
o Complaint handling experience
o Understanding/ knowledge of golf and hotel operations
o First Aid certificate
o Fire Safety certificate
Some of our Benefits:
o 3 Course 7 Day Golf Season Ticket
o 36 days holiday allowance (Pro rata)
o Matched workplace pension and 3x death in service assurance.
o Employee assistance programme
o Fantastic discounts in all areas of the business:
o 20% food discount in the Rookery restaurant
o 35% discount in the Pro Shop
o National HR Cherries Awards 'Wellbeing in the Workplace' Winner 2023
o National HR Cherries Awards 'Employer of Choice' Finalist 2022
o Free on-site parking
o Fantastic career and development opportunities.
At Carnoustie, we pride ourselves on being a world leading golf destination, holding our values of Authenticity, Inclusivity, Sustainability and Innovation and Development at the heart of all that we achieve. Joining our team would mean upholding these values in all aspects of working life, striving to enhance our customer experience is every way possible.
Carnoustie Golf Links are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex, religious belief, political opinion, race, age, sexual orientation; or, whether they are married or in a civil partnership; or whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.
