Farm d'Allie Golf Club

Job Description Job Description The Director of Hospitality is responsible for delivering a consistent, five-star guest experience across all touchpoints at The Farm D'Allie Golf Club. From the moment a guest pulls into the parking lot to the time they leave the clubhouse, this role ensures exceptional service, facility standards, and hospitality. The Director of Hospitality will oversee cart staff, pro shop guest services, and food & beverage operations, with a primary focus on growing pass holder participation, increasing tournament business, and driving repeat play. KEY RESPONSIBILITIES Guest Experience & Service Standards Own the full guest journey: arrival in the parking lot, cart staging and greeting, pro shop check-in, practice area, on-course interactions, and clubhouse/dining experience. Develop, implement, and enforce Standard Operating Procedures (SOPs) for: Cart staff and outside services Pro shop guest services and retail Food & beverage service, bar, and dining room Ensure the atmosphere in and around the clubhouse reflects a 5-star standard: Clean, organized, and well-maintained interior and exterior Appropriate music/ambience, proper lighting, and comfortable seating Friendly, professional, and well-groomed staff with a strong service mindset Handle guest feedback, resolve issues promptly, and follow up to ensure satisfaction. Pass Holder & New Player Development Lead all pass holder sales, renewals, onboarding, and engagement programs. Develop and implement strategies to convert casual players into pass holders. Create and manage "New Player" and "New to Golf" initiatives, including welcome packets, introductory offers, and orientation experiences. Build and maintain strong relationships with pass holders to drive retention and referrals. Tournaments, Outings & Events Proactively network with local businesses, organizations, and community groups to generate new tournament and outing leads. Assist with the sale, planning, and execution of tournaments, group outings, and special events, ensuring a seamless, high-quality experience. Coordinate with the Head Golf Professional, Food & Beverage team, and outside services to ensure all events are properly staffed, staged, and executed. Operations, Cleanliness & Facility Standards Oversee daily performance and scheduling of cart staff and outside services team, ensuring carts are clean, staged, charged, and ready. Work closely with the pro shop to maintain a tidy, well-merchandised, and guest-friendly retail environment. Partner with Food & Beverage leadership to maintain cleanliness and presentation in the dining room, bar, kitchen service areas, patio, and restrooms. Conduct regular facility walk-throughs (parking lot, practice areas, clubhouse exterior, cart barn) to identify and address maintenance and cleanliness issues. Leadership & Team Development Recruit, train, and coach staff in hospitality standards, guest engagement, and SOP adherence. Lead pre-shift meetings and ongoing training to reinforce service culture and current priorities (specials, events, pass holder initiatives). Set clear expectations, hold staff accountable, and recognize top performance. Sales, Marketing & KPIs Collaborate with ownership on promotions, loyalty programs, and events designed to increase: Pass holder count and retention Tournament and outing revenue F&B sales and average check size Track and report key performance indicators (KPIs), including: Number of active pass holders and renewals Tournament/outing bookings and revenue Guest satisfaction scores and feedback trends F&B revenue and profitability (in coordination with F&B leadership) Use data and guest feedback to continuously improve the overall hospitality experience.