Job Description

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 customers 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:

oContinually manage, support, mentor and encourage team members in their responsibilities of a world leading customer service

oAlign team SMART objectives to that of the organisations strategic aims and goals and targets via appraisals

oEnsure appropriate training and development goals and needs are enabled and delivered

oEncourage and promote good health and safety practices and healthy working lives throughout the team and the organisation

Operational:

oCreate and manage a seamless process that ensures we build the best customer experience

oCreate Standards of Performance around customer experience, organisational wide

oCreate and manage a platform that allows us to engage with and capture customer feedback that enables us to continually improve our service offering

oManage 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

oResponsible for the implementation of Mystery Shop

oManage 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

oCreate a Customer Experience and Operations process for all staff and third parties, including caddies (with the Caddy Master), ensuring our customers are our priority

oInfrastructure Ensure all facilities are of a high standard liaising with the management team for any upgrades/changes or implementation to enhance the customers journey

oBudget responsibilities - Effective allocation of a budget aligned to strategy development and annual planning

oManage the Season Ticket Holders and Members (hotel, spa and gym) processes and procedures, including the renewal process

Essential Skills and Behaviours:

oProven experience in leading large customer-facing teams and therefore comfortable operating across multiple functions and adapting to shifting priorities.

oProblem solving and troubleshooting abilities; able to investigate and respond to situations logically and robustly

oExcellent interpersonal skills, building and maintaining excellent relationships with colleagues and customers

oFlexible and adaptable in own approach to help get the job done

oOpen and honest, clear communicator

oCustomer-focused in everything you do

Desirable Skills and Behaviours:

oComplaint handling experience

oUnderstanding/ knowledge of golf and hotel operations

oFirst Aid certificate

oFire Safety certificate

Some of our Benefits:

o3 Course 7 Day Golf Season Ticket

o36 days holiday allowance (Pro rata)

oMatched workplace pension and 3x death in service assurance.

oEmployee assistance programme

oFantastic discounts in all areas of the business:

o20% food discount in the Rookery restaurant

o35% discount in the Pro Shop

oNational HR Cherries Awards 'Wellbeing in the Workplace' Winner 2023

oNational HR Cherries Awards 'Employer of Choice' Finalist 2022

oFree on-site parking

oFantastic 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.