Community & Club Manager @ Ampang Racquet Club

The Community & Club Experience Manager is the anchor of ARC's on-ground experience. You will oversee daily operations, lead the FOH team, build strong community relationships, manage club standards, support commercial growth, and drive initiatives that strengthen member loyalty.

This role combines hospitality, operations, sports programming, event curation, team leadership, and community development. It is ideal for someone who thrives in dynamic environments, enjoys being around people, and wants to help shape a club that sets the benchmark for racquet sports in Malaysia.

KEY RESPONSIBILITIES

1. CLUB OPERATIONS & FACILITY MANAGEMENT

Ensure ARC operates smoothly and delivers a five-star racquet sports experience.

Facility Excellence

* Maintain pristine conditions of courts, nets, balls, lighting, flooring, bathrooms, café areas and amenities.

* Conduct structured daily walkthroughs and readiness checks.

* Oversee maintenance work, safety checks, and incident handling (with logs).

* Ensure all equipment is available: paddles, towels, water, rental gear, first-aid supplies.

Operational Efficiency

* Optimise court scheduling, open play flow, bowl/card systems, coaching sessions and peak-hour management.

* Manage inventory procurement and supplier coordination.

* Support POS, bookings, credit issues, retail operations, and customer transactions.

* Produce weekly and monthly reports across operational, customer, and financial metrics.

1. CUSTOMER EXPERIENCE & HOSPITALITY LEADERSHIP

Guest Experience

* Welcome every guest warmly and ensure smooth check-in and flow.

* Support players with bookings, FAQs, equipment, and club navigation.

* Resolve conflicts or issues with empathy, confidence, and professionalism.

* Maintain a welcoming environment for all player levels: absolute beginners to competitive athletes.

Brand Ambience

* Curate the vibe: music, lighting, cleanliness, scent, signage, and overall energy.

* Ensure ARC's hospitality standards are upheld at every interaction.

1. COMMUNITY BUILDING & MEMBER RELATIONS

Community Engagement

* Develop strong relationships with members, regulars, coaches, partners, and new players.

* Actively foster connection: introduce players, encourage participation, match players of similar levels.

* Manage ARC WhatsApp groups, Playbypoint community, and in-house communications.

Programming & Events

* Plan and host community experiences:

* Open play nights

* Mixers and socials

* Leagues and ladders

* Cardio pickle sessions

* Beginner onboarding sessions

* Kids and youth programs

* Padel social sessions

* Collaborate with marketing to promote events and capture key moments.

* Track attendance, feedback, and retention to refine future offerings.

1. TEAM MANAGEMENT & CULTURE BUILDING

Leadership

* Hire, train, coach, and mentor FOH staff.

* Provide continuous feedback and upskill team members in hospitality, service recovery, and operational SOPs.

* Set standards for professionalism, punctuality, friendliness, and presence on the floor.

* Create a collaborative, positive, and accountable team culture.

Scheduling & Oversight

* Build efficient rosters to balance coverage and cost.

* Support staff performance reviews, disciplinary actions, and growth pathways.

1. SAFETY, RISK & COMPLIANCE

* Implement and update safety protocols for courts and public areas.

* Maintain incident reports, risk logs, and emergency readiness procedures.

* Ensure SOP adherence across all FOH and operational processes.

* Conduct regular safety briefings with staff.

1. COMMERCIAL SUPPORT & MEMBER GROWTH

Membership & Sales Support

* Assist potential members with tours, explanations, and sign-up processes.

* Ensure smooth onboarding of new members, including welcome touchpoints.

* Identify upsell opportunities for classes, open play packages, retail items, and events.

Data & Insights

* Track member satisfaction, churn risks, and retention patterns.

* Provide management with actionable insights that shape pricing, programming, and operations.

Partnerships

* Support brand activations, sponsorships, product demos, and corporate partnerships.

* Work cross-functionally with marketing, café partners, coaches, and suppliers.

REQUIREMENTS

* 3+ years experience in hospitality, sports club management, fitness studios, community management, or customer experience.

* Strong people skills with the ability to connect with diverse personalities.

* Organised, detail-oriented, and capable of multitasking in a fast-paced environment.

* Confident problem solver who remains calm and steady under pressure.

* Hands-on leader who enjoys being present on the floor.

* Strong communication skills; fluency in English required (BM/Mandarin is a plus).

* Passion for pickleball, padel, or racquet sports is highly preferred.

* Comfortable working evenings, weekends, and events.