About this role
*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