Sports Club Operations Intern

Description

TITLE: Sports Club Operations Intern 

DEPARTMENT: Sports Club

REPORTS TO: Assistant Operations Manager

JOB OVERVIEW

The Sports Club Operations Intern will support the front desk and collaborate with all departments across the Sports Club’s extensive operation. Instruction and exposure will include planning, management, forecasting, and an introduction to the coordination and execution of club events, providing insight into the operational and logistical considerations involved. The intern will gain a comprehensive understanding of each department’s functions and needs. This paid internship may serve as a practicum position to deliver academic credit to the intern’s college or university of choice. The BHR management team emphasizes comprehensive, hands-on training designed to support the intern’s professional development. This experiential approach is essential to building a strong understanding of our members, resort guests, and the overall success of the operation.

WORK ENVIRONMENT

The Boar's Head Sports Club - both indoors and outdoors at the Front Desk, Pool decks, tennis courts and grounds.  

ESSENTIAL JOB FUNCTIONS

• Operations Coordinator –      master all front desk operations, filling operational needs around the      club (address court cleanliness, event support, etc.)
• Aquatics Service Agent –      master aquatics center needs, servicing towels and check-in as needed
• Aquatics Supervisor – gain      skills for shift supervision and event coverage
• Public Space Attendant      (Housekeeping) - shadow supervisor team to gain full understanding of      operational needs both in Sports Club and Birdwood Golf
• Court Maintenance –      support maintenance of indoor and outdoor tennis courts
• Event Operations Support –      assist in the coordination and execution of club events, including swim      meets, holiday programming, and professional tournaments. Support event      setup, on-site operations, and post-event breakdown while collaborating      with multiple departments
• Responds in a      professional and courteous manner to guests and members by providing      accurate and timely information and services.

Secondary roles of focus:

-Director of Sports Club- Financial review, capital projects overview

-Assistant Operations Manager - gain scheduling skills including break coverage management, event support, service recovery, etc.

-Operations Manager – gain understanding of Purchasing and invoice management

-Membership Sales and Engagements Manager– gain understanding of membership process, member events from planning to execution and ongoing engagement. 

-Outlets Manager – gain understanding of F&B operation to meet changing demands of club

-Swim Lesson Coordinator- Exposure to planning and daily oversight of swim lesson programs. Gain insight into instructor coordination, participant enrollment, safety protocols and service standards. 

-Assistant Childcare manager- Exposure to summer camp operations, including programming, enrollment processes, staffing coordination and ways how childcare programming, enrollment processes, staffing coordination and ways how childcare programming enhances member experience and engagement. 

Educational Opportunities 

· Boar’s Head Resort Orientation and property tour

· Monthly resort-wide supervisor/ manager trainings on a variety of topics

· Meeting(s) with Director of Sports Club to discuss career goals 

· Opportunity to shadow and work in other departments

· Introduction to Sports Club member experience through attendance in tennis, padel, squash, group fitness classes, etc.

· Biweekly meetings with direct manager for ongoing feedback and goal check-ins

· Resume and cover letter review with senior leadership

· Participation in American Red Cross CPR/ AED/ First Aid certification course

· Participation in Extraordinary Leader program with The Coaching Department

• Conduct daily inspection of Front Desk areas, lobby space, courts,      surrounding grounds, etc. to ensure their cleanliness and orderly      conditions. Report deficiencies from      walk-through or when reported by Members, Guests, or team members to      Engineering and IT via operating platform.
• Oversee the lost and found, locker rentals, departmental      registrations and other member services.
• Assist with Court Maintenance operations as needed.
• Assist Fitness & Aquatics with seasonal cleaning and      operations as needed.
• Demonstrate a hands-on approach, strong leadership skills and the      ability to successfully train, guide and mentor team members.
• Maintain and supply any materials required in and around the Front      Desk area with the guidance of the Operations Manager and/or Assistant      Operations Manager (i.e. sign-in sheets, brochures, etc.)
• Assist with creating schedule for the Operations Coordinators      team, identifying/ providing Front Desk coverage in the event of absence.
• Ensure all Club opening and closing procedures are executed      appropriately.
• Cross-train in Front Desk, Housekeeping and Court Maintenance operations. 
• Monitor member/guest activity, participate in merchandising, and      manage inventory in the Pro Shop, offering assistance to members and      guests when requested.
• Maintain CPR Certification and implement emergency procedures when      needed.
• Maintain knowledge of all Sports Club Programs.
• Hold Front Desk team members accountable for all associated Guest/Member-facing      standards and operational procedures.
• Adhere to and ensure adherence by all team members to Forbes Four      Star standards, and Boar’s Head CORE      standards and Boar’s Head policies (as      defined in the team member handbook). 

FORBES TRAVEL GUIDE BASIC STANDARDS 

• Telephone      conversation is calm and clear.
• The      guest is always asked permission before being placed on hold.
• No      telephone hold longer than 30 seconds without offering call-back.
• Staff      acknowledges the guest when appropriate and reasonably possible.
• Staff      is highly articulate and avoids slang and excessive use of      phrase-fragments.
• Staff      is polite and maintains a gracious tone and appropriate pace throughout      the interaction.
• Staff      readily smiles and maintains an engaging expression.
• Staff      makes eye contact and keeps focus on the guest.
• Staff      exhibits a genuine sense of interest and concern for the guest.
• Staff      is thoughtful and intuitive, demonstrating anticipatory service when      appropriate and helpful.
• Cross-departmental      channels of communication among staff are consistent and complete.
• Staff      performs the requirements of their department knowledgeably and      proficiently.
• Staff      can capably answer questions about the entire hotel or obtains effective      and prompt assistance.
• The      guest’s name is used naturally as a signal of recognition.
• Staff      closes interactions with polite, appropriate remarks.
• All      staff encountered are wearing professional, clean and well-fitted      uniforms.
• All      staff encountered are extremely well-groomed.
• Staff      maintains alert posture and behaves professionally in view of the guest.
• Staff      does not decline any request without offering appropriate alternatives.
• The      service is handled without excessive delays or interruptions.

FOUR DIAMOND SERVICE EXPECTATIONS

• All      associates exhibit a professional vocabulary that is devoid of common      slang.
• Guests      are graciously escorted to areas when directions are requested.
• All      associates consistently maintain eye contact with guests.
• There      is evidence that all associates are empowered by management to resolve      guest issues immediately.
• All      staff associates fulfill guest's special request(s).
• All      phone calls are answered promptly within three rings.
• All      associates are appropriately attired; name tag is clearly visible.
• All      associates demonstrate appropriate behavior and hygiene.

Requirements

QUALIFICATIONS

Essential:

1. High school diploma or equivalent.

2. 2 years previous customer service experience, preferably in a Sports Club or similar environment.

3. Upbeat, energetic attitude.

4. Effective interpersonal and communication skills.

5. Ability to multi-task with attention to detail.

6. Demonstrated ability to remain calm and proactive during stressful situations.

7. Ability to use computer software program to schedule and bill services and events.

8. Flexible work schedule, including responsibility for opening & closing shifts, weekends and holidays as needed.

SAFETY RESPONSIBILITIES

All employees must learn and comply with all Resort safety rules; must use appropriate safety equipment at all times; must immediately report all unsafe conditions to 

supervisors; must be familiar with all safety features or equipment, machinery or materials encompassed by job duties; and must check with supervisor if there is a question as to the safe procedure to be used for any job function.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

This description excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

GUEST SERVICE COMMITMENT

"I acknowledge that the Forbes Travel Guide and the AAA Four Diamond Service Standards at The Boar’s Head have been explained to me. I understand that I am personally responsible for creating an environment of hospitality through my daily actions. The Boar’s Head will continue in their commitment to guest service through new initiatives and processes. I am aware it is my obligation to acquire knowledge of any new standards and participate in continued training. 

The Boar’s Head is committed to being Virginia’s most outstanding resort, defined by its spectacular setting and passion for personalized service. As an associate of The Boar’s Head I will adhere to these standards and strive to uphold them through-out the duration of my employment."