Club Operations Manager - #2160497

West Didsbury, Manchester | £32,000–£35,000 per annum | Full-time, 40 hours per week | Fully site-based

Reports to: Managing Director & Finance Director | Line management: Reception Team

The opportunity

The Northern Lawn Tennis Club is seeking an organised, proactive and service-focused Club Operations Manager to support the excellent day-to-day operation of our busy private members’ racquets and fitness club.

This hands-on role combines reception team leadership, operational systems ownership, member service, communications and commercial coordination. The postholder will work closely with the Managing Director and departmental managers, taking responsibility for agreed operational matters and helping to implement improvements across the Club.

Key responsibilities

Club operations and duty management

• Undertake scheduled Duty Manager shifts, including opening and closing responsibilities as rostered, and respond confidently to operational issues.
• Coordinate day-to-day matters across departments, ensuring information is shared and agreed actions are followed through.
• Maintain accurate operational procedures and Club policies, identifying and implementing practical service and efficiency improvements.
• Promptly escalate significant safeguarding, health and safety, personnel or financial matters to the appropriate manager.

Reception leadership and member experience

• Manage the Reception team, including rotas, recruitment, induction, training, performance support and absence cover.
• Maintain high standards of welcome, professionalism and member service, handling escalated queries and complaints.
• Conduct prospective member show-arounds and help members discover the Club’s facilities and activities.
• Provide hands-on reception support when operationally necessary while maintaining oversight of wider responsibilities.

Systems and administration

• Act as the principal operational point of contact for Club systems, including Mindbody, Playtomic, Kisi, Atlas Rotas, Square, parking management, racket vending and LTA competition platforms.
• Troubleshoot user issues, liaise with suppliers, train colleagues and maintain accurate system processes and guidance.
• Oversee routine operational purchasing and supplies, maintaining appropriate controls and records.

Commercial activity and communications

• Coordinate corporate and private booking enquiries, quotations and delivery with relevant departments.
• Oversee Pro Shop stock ordering and presentation, and identify opportunities to improve sales.
• Coordinate member email campaigns, brochures, posters and digital communications, using Canva or similar tools as appropriate.
• Support Club events, promotions and initiatives that improve member engagement and facility utilisation.

Standards, safety and collaboration

• Support the implementation of operational health and safety procedures, incident reporting and emergency arrangements.
• Work collaboratively with tennis, padel, squash, fitness, facilities and food and beverage managers, respecting their departmental responsibilities.
• Contribute ideas and practical support to Club projects and continuous improvement.

Person specification

Essential

• Experience supervising or managing staff in a customer-facing hospitality, leisure, sport or comparable environment.
• Excellent organisation, communication and judgement, with the ability to prioritise and resolve problems calmly.
• Strong digital confidence and a willingness to become proficient in multiple operational platforms.
• A hands-on, commercially aware approach with a commitment to excellent member service.
• Availability to work a planned mix of conventional daytime hours, evenings and weekends, with flexibility for events and operational needs.
• Ability to work on site for all scheduled hours.

Desirable

• Experience in a private members’ club, racquets club or premium leisure setting.
• Experience with booking, membership, rota, point-of-sale or access-control systems.
• Experience with events, retail stock, member communications or Canva.
• Relevant club, leisure, hospitality or management qualifications.

Working pattern and expectations

This is a fully site-based role. The 40-hour working week will be rostered to combine conventional daytime working with evening and weekend Duty Manager coverage.

Rotas will be planned in advance wherever practicable, although reasonable flexibility will be required for events, staff absence and operational needs. The role is not intended to consist exclusively of late or weekend shifts; protected time for systems, staff leadership and improvement work is essential.

The Club’s operational closing time is 11:15 pm, and some rostered shifts may include closing duties.

Scope of authority

The postholder manages Reception and coordinates agreed cross-club operational matters. Departmental managers retain accountability for their own teams and specialist areas.

Material expenditure, significant employment decisions and strategic changes remain subject to the Club’s approval arrangements. The role supports the Managing Director but is not automatically the Club-wide deputy.