front desk manager

*Front Desk Manager ? Pickleplex Aurora*

*Location:* Aurora, ON *Position Type:* Full-time / Part-time

*Role Overview*

Pickleplex Aurora is seeking a professional and personable Front Desk Manager to oversee front-of-house operations and deliver a consistent, high-quality member experience. As the first point of contact, this role is responsible for creating a welcoming environment while ensuring strong operational control, revenue integrity, and smooth daily execution.

The ideal candidate brings hospitality-level service standards along with hands-on experience in pickleball programming and strong proficiency with CourtReserve. Bilingual or multilingual skills are considered an asset to better serve a diverse member base.

*Key Responsibilities*

*Front Desk & Guest Experience*

• Greet members and guests professionally and deliver a high standard of customer service
• Manage check-ins, bookings, payments, and inquiries efficiently
• Handle phone calls and messages, ensuring timely and accurate responses
• Assist with reservations, cancellations, and special requests
• Maintain accurate member records, waivers, and billing details
• Address concerns promptly and professionally to ensure satisfaction

*Operations & Facility Management*

• Oversee daily front desk operations and court scheduling through CourtReserve
• Enforce strict check-in procedures to prevent unauthorized play
• Execute opening and closing procedures (facility access, systems, cash handling)
• Coordinate with cleaning and maintenance to ensure the facility is well maintained
• Maintain cleanliness across courts, washrooms, lounge, and reception areas
• Track equipment (balls, paddles, lost & found) and escalate maintenance issues

*Programming & Events*

• Coordinate and run open plays, leagues, and tournaments
• Ensure structured play formats, proper rotations, and fair usage of courts
• Organize and support DUPR sessions using tools such as Swish
• Prepare courts and equipment ahead of sessions (balls, paddles, buckets, signage)

*Revenue & Sales*

• Drive revenue through memberships, punch passes, leagues, and programs
• Handle refunds, credits, and disputes in line with company policies
• Monitor daily sales and contribute to achieving revenue targets

*Staff Management*

• Supervise front desk staff and ensure consistent service standards
• Manage scheduling, shift coverage, and handovers
• Train staff on SOPs including check-in processes, program setup, and customer service
• Maintain accountability for team performance and adherence to policies

*Systems & Administration*

• Use CourtReserve for bookings, event setup, and reporting
• Work with tools such as Hourly for waivers and check-ins
• Support administrative tasks including scheduling, reporting, and inventory management
• Track key metrics such as attendance, utilization, and revenue

*Requirements*

• Prior experience in a pickleball facility, sports club, or hospitality front desk role
• Strong proficiency with CourtReserve or similar booking systems
• Solid understanding of open play formats, leagues, tournaments, and structured programming
• Experience with or understanding of DUPR sessions
• Strong communication skills and professional phone etiquette
• Ability to manage a fast-paced environment and handle multiple tasks simultaneously
• Customer-focused mindset with a friendly and professional demeanor
• Ability to remain calm under pressure and resolve issues diplomatically
• Flexibility to work evenings, weekends, and peak hours

*Preferred Qualifications*

• Experience supervising or managing staff
• Familiarity with Swish and PlaySight or similar systems
• Multilingual or bilingual abilities
• Background in sports, recreation, or hospitality operations
• Experience with POS systems and payment processing

*Key Performance Indicators (KPIs)*

• Accuracy of check-ins vs players on court
• Court utilization rates
• Program fill rates (open play, leagues, tournaments)
• Revenue perfo