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 performance (memberships, programs, bookings)
- Customer satisfaction and feedback
Policies & Compliance
- Enforce cancellation policies (e.g., 12-hour notice, no-show charges)
- Ensure all players have completed required waivers
- Uphold facility rules, safety standards, and consistent service delivery
What We Offer
- Opportunity to be part of a growing pickleball facility in Aurora
- Leadership role with direct operational impact
- Engaging, team-oriented environment focused on member experience
How to Apply
Please submit your resume along with a brief summary of your experience with front desk operations, pickleball programming, and CourtReserve.
Job Types: Part-time, Permanent
Pay: $20.00-$23.00 per hour
Expected hours: 20.0 – 30.0 per week
Benefits:
- Casual dress
- Store discount
Application question(s):
Work Location: In person
