National Director Of Operations (Atlanta Region)

To drive sales performance and profitability by effective leadership of the venue leaders, operational and brand excellence, and managing the consistent delivery of exceptional guest service and standards.

Sales and Service

• Ensuring all Directors of Operations fully understand the expectation and deliver sales, hospitality and standards, via ongoing communication, training and empowerment.
• Overseeing a culture of professional development for our associates and exceptional guest service, constantly pushing the boundaries to enhance the Topgolf experience.
• Achieving or exceeding all KPIs in line with business objectives, and agreed with the Management Committee.
• Monitoring levels of hospitality on an ongoing basis; frequent travel to the sites to meet with and observe Management

Leadership, Training and Development

• Ensuring sites are trained in line with the Topgolf Induction Program, and that probationary reviews are conducted with consistency.
• Actively coaching all sites to maximize sales and service opportunities.
• Ensure that the sites have a positive work environment, where team members are recognized for good work, given frequent feedback, valued and rewarded accordingly.
• Providing outstanding leadership for the team, setting clear direction and providing regular feedback to all individuals.
• Leading regional management meetings with Topgolf Senior Leadership to discuss current topics and help steer the direction of the business.
• Holding regular one to one meetings with Director of Operations to set objectives, review progress, and discuss training and development needs.

Talent Planning

• Ensuring the site has the required manpower to deliver targets via effective planning and scheduling, and identifying recruitment needs.
• Developing a ‘talent pipeline’ for Operations, to ensure successful succession planning.
• Identifying development opportunities for individuals within your jurisdiction and also within other parts of the business, to support talent progression and planning at Topgolf.
• Managing the recruitment process of Senior Managers in line with company procedures.

Commercial Acumen

• Analyzing financial information to identify opportunities for further business growth.
• Taking into account the commercial outcome of decisions and actions, taking ownership for this.
• Establishing and communicating a clear commercial vision.
• Identifying business opportunities within local markets.
• Keeping awareness of competitor activity, and acting accordingly to drive and maximizing business revenue.
• Identifying and seizing opportunities which will deliver short and long term business benefit.
• Working with the marketing team to drive national business initiatives.
• Monitoring and reviewing KPI performance on a weekly and monthly basis using commercial and financial information via InSite to ensure all reporting sites are on track for success.
• Demonstrating a broad knowledge of the business strategy and your role within it.

Team Leadership

• Motivating others through offering personal support, coaching and understanding.
• Celebrating Team success and showering praise when the opportunity presents itself.
• Taking time out to get to know individuals in your team and building rapport.
• Maintaining a high level of quality, team morale and effective output whilst under pressure.
• Authority to approve up to $50,000.
• Taking action to address shortfalls in performance adopting a proactive and positive approach.
• Giving honest and constructive feedback for the good of the business and your team.
• Flexing leadership and management style to suit each situation.
• Demonstrating determination to overcome setback and obstacles.
• Setting goals, monitoring and reviewing progress against objectives and personal development plans.
• Encouraging others to take responsibility for their personal development and integrity.
• Building effective working relationships with associates from other parts of the business.

Guest and Market Focus

• Inspiring the team to deliver excellent hospitality, aiming to exceed expectations at all times.
• Can swiftly react to changing market conditions and competitor activity.
• Anticipating guest needs/activity, and planning effectively for this.
• Coaching Senior Managers in creating a positive guest experience.
• Seeking out and acting upon opportunities to increase revenue/ grow the business by proactively using market knowledge.
• Demonstrating a sense of personal pride in the organization and our brand.

Impact and Influence

• Constructively challenging the views and opinions of others for the good of the business.
• Presenting information in a structured and logical manner for all to comprehend.
• Being visible, approachable and initiating conversations.
• Making a positive impression on others.
• Putting forward your own views with conviction, responding positively to challenges and counter proposals.
• Developing positive and constructive relationships at all levels.
• Addressing personal disagreements with others in a non-intimidating and professional manner.
• Communicating clearly, asking questions and clarifying that all is understood.
• Demonstrating awareness of your own communication style and the impact this has on others.

Passion for winning

• Initiating and using processes to measure performance.
• Demonstrating consistent enthusiasm and drive.
• Always delivering on commitments and making things happen quickly.
• Proactively influencing projects to secure success.
• Taking pride in achieving success and setting high standards for the team to follow.
• Ensuring everyone understands the goals and targets of their own area of work.
• Taking responsibility for driving and delivering results within your sites.
• Setting and agreeing to stretching goals for yourself and others and measuring against key business drivers.

Embracing the need for change

• Providing guidance and support to others through the change process.
• Selling the benefits of change, and encouraging others to propose and initiate change.
• Overcoming challenges and barriers to change.
• Adapting to changing demands and conditions within the work environment.
• Demonstrating a willingness to answer questions, dismiss assumptions and instill working practices.
• Is open to new ideas.
• Planning carefully for change, identifying what has to be done, and communicating effectively to others.
• Identifying, being sensitive to and providing support to others who are resistant to change.
• Encouraging creative thinking from rest of team.

Personal Effectiveness

• Recognising pertinent information, reasoning logically and drawing accurate conclusions.
• Organizing yourself in such a way as to maximize personal productivity and effectiveness.
• Developing self-improvement, seizing opportunities to learn and develop new skills and knowledge.
• Seeking feedback and remaining open to views and opinions of others.
• Demonstrating resilience in the face of setback, sustaining personal and team output.
• Remaining calm, objective and in control of yourselves when faced with difficult situations.
• Developing contingency plans to minimize potential disruption to the business.

Topgolf is a global sports and entertainment community and is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information and veteran status) in its application and hiring processes and in its employment decisions. As an affirmative action employer, Topgolf also takes steps to prevent retaliation and to create a respectful, equitable and inclusive environment for our Guests, Associates, business partners, vendors, and the communities we serve.