Chartham Park Golf & Country Club is located in the picturesque countryside of East Grinstead, West Sussex. This 18-hole championship course features rolling parkland, mature trees, and strategically placed water hazards that test precision and strategy. Known for its excellent course condition and welcoming atmosphere, Chartham Park also offers a modern clubhouse with dining facilities, a health club, and a swimming pool, making it a complete destination for sport and relaxation with a welcoming atmosphere We are looking for a Deputy General Manager at our amazing Chartham Park Golf & Country Club. Benefits: As well as a competitive salary, we offer a range of fantastic benefits designed to support your well-being, career growth, and work-life balance: Complimentary access to our health club, group exercise classes, and golf facilities. Your partner gets a complimentary full Health & Fitness pass Bonus holiday days to reward long tenure - because we truly value commitment. Wedding Day off (conditions apply). Birthday Day off (conditions apply). A paid Volunteer Day to support causes you're passionate about (available after one year's service). 70% off meals while on duty and 25% off when off-duty. 25% off retail. 25% off spa treatments (if booked and taken on the day). Discounted membership for a friend or family member, so your loved ones can enjoy the benefits too (available after probation and on a minimum 16 hours per week contract). Access to our Employee Assistance Programme, offering support for any challenges you may face. Personal development programs to support growth and for the considerable opportunities in our expanding group. Take advantage of our Cycle to Work scheme for a greener commute. Exclusive competition opportunities for team members with a golf handicap. Wagestream, offering financial flexibility. Free parking. Uniform provided. Deputy General Manager Related Titles: Head of Club Experience Reports to: Club General Manager/Club Director Supervises: Hotel Manager, Maintenance Manager, Reception Manager, Duty Manager(s), Health & Beauty Manager Responsible for: Day-to-day operations of the Club and delivery of The Club Company experience, Delivery of exceptional customer experience, Club presentation and service standards, Team management at departmental level, Development of customer-focussed products at the Club. Accountable for: Customer interaction on product offerings. Supports: Management of the Club's golf operation as well as Golf Pro Shop and associated assets, Management of fitness and wellbeing programme, Management of food and beverage, Overall management of team at the Club, Overall P&L management of the Club. Consulted on: Adherence to business operating standards and procedures including H&S, Membership and event management, Revenue and yield from events, Revenue and yield from product sales, Revenue and yield from recurring sales targets, Business growth of the Club including marketing initiatives, Membership growth and retention via product development. Job Purpose Continuous improvement and operational implementation of The Club Company experience in line with company brand standards and guidelines. To take the lead in analysing customer feedback from all channels, for all areas of the Club and provide strategic direction to continuously improve overall rating. Respond to customers needs and anticipate their unstated ones. Responsible for the operation of all aspects of the site in the absence of the Club Director/ General Manager. Job Tasks/Duties Leads team members by teaching, coaching and taking appropriate action to correct deficient conditions, behaviours, and work practices. Ensures the delivery of an exceptional customer experience in line with The Club Company brand standards and guidelines. Monitors speed of service and delivery and proactively arranges appropriate resources or support to ensure that the customer experience remains of the highest standard. Demonstrates and role models a commitment to delivering an exceptional customer experience. Leads the professional delivery of customer correspondence including monitoring and managing the Feed It Back customer experience dashboard. Investigates, responds to and resolves escalated complaints and reviews within agreed service level agreements (SLAs). Champions a culture of empathy towards member or customer issues and strives to provide solutions that have the best possible outcome for customers and the business. Continually reviews and improves departmental processes to ensure that service levels are maintained, and where appropriate, enhanced in line with The Club Company brand standards. Builds positive relationships with The Club Company leadership team, department heads and the Club Director/ General Manager by providing quality feedback to enable the business to improve. Has a deep understanding of team engagement levels and works with Club Director/General Manager and department heads to provide an engaging and fulfilling workplace. Ensures the team adhere to The Club Company brand standards including appearance and dress code standards. Ensures the fostering of an environment where member, guest and team safety are the highest priority. Deputises for the Club Director/ General Manager in managing all aspects of the site as and when required. Monitors functional performance targets, key performance indicators (KPIs) and benchmarks, and identifies areas for improvement. Chairs regular team meetings to ensure all team members are aware of individual targets and are in a position to deliver to the best of their ability. Partners with other teams to ensure smooth daily operations. Implements and enforces the companys Health & Safety Policy and observes safe working practices in accordance with the Health & Safety at Work Act and fire regulations. Performs specific tasks as requested by the Club Director/ General Manager. To ensure a high degree of personal presentation and hygiene in line with the companys dress and appearance policy. To be a positive ambassador for the Companys CARE values at all times. Duty Management shifts as and when required Education and/or Experience Experience of working in a front of house or golf operations role in a leadership capacity. Licenses and Special Requirements Enhanced Disclosure and Barring Service (DBS) check CPR, First Aid, or AED certified Additional Information This job description has been prepared as a working document to identify the main areas of responsibility. It is not a definitive statement of duties nor excludes any tasks which may be considered reasonable. AMRT1_UKCT