Guest Services Captain

Description

The Guest Services Captain oversees day-to-day outside services operations, including bag drop, cart staging, driving range, practice facilities, on-course support, and guest arrival/departure. This role leads a team of Guest Service Attendants, ensures cart fleet readiness and range presentation, supports tournament execution, and upholds service standards that reflect Revere’s brand. The Captain is a visible floor leader, coaching by example with hands-on support during day-to-day operations.

• Lead all outside services: bag drop, cart barn, cart staging/return, range setup/maintenance, practice areas, water/ice stations, on-course support, and closing procedures.
• Ensure exceptional guest interactions: greet guests, coordinate bag handling, escort to staging, provide course information, and support pace-of-play etiquette.
• Maintain daily readiness: carts charged, clean, equipped (sand bottles, GPS/scorecards, tees, towels), range balls stocked and rotated, picker in safe working order.
• Conduct opening and closing checklists; secure equipment, fuel/charge assets, and complete end-of-day logs.
• Train, coach, and hold team accountable to service standards, safety protocols, and SOPs; coordinate onboarding for new hires.
• Conduct brief daily huddles: assignments, course conditions, events, safety reminders, etc.
• Partner with Golf Shop and Starter/Marshall teams to deliver aligned player flow and guest communications.
• Oversee cart fleet: cleanliness, charging/fueling, rotations, tire pressure, sand bottle stock, and minor maintenance reporting; document issues for maintenance/vendor service.
• Maintain range equipment (picker, washers, baskets); track ball inventory and plan rotation/wash cycles; coordinate ball orders with management.
• Enforce safety protocols: cart operation rules, PPE for range picking, lightning/inclement weather procedures, heat-safety guidelines, hydration and rest breaks.
• Ensure compliance with incident reporting, lost & found, and property damage procedures.

Requirements

• 1–3 years of experience in golf operations or hospitality (outside services, golf shop, or similar customer-facing role).
• Valid driver’s license with clean record; comfortable operating golf carts, utility vehicles, and range machinery safely.
• Proven team leadership experience (lead, captain, shift supervisor, or trainer).
• Strong customer service and communication skills; confident handling guest issues.
• Ability to lift/push/pull up to 50 lbs regularly and work outdoors for extended periods (heat, wind, inclement weather).
• Availability for early mornings, weekends, holidays, and tournament days.
• Full-time: ~32–40 hours/week, variable by season and events.
• Typical shifts: 5:00–2:00, 6:00–3:00, 9:00–6:00, 11:00–8:00 (varies by daylight and events).
• Primary work is outdoors with frequent walking, bending, lifting, and equipment operation.

Preferred

• Experience at a high-volume or resort golf facility.
• Familiarity with tournament operations and golf etiquette/pace of play standards.