Racquet Sports Coordinator

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Overview

Essential Responsibilities

Member Experience and Department Visibility (Primary Function)

• Serve as the primary day-to-day point of contact for racquet sports members, and the person members know to go to with questions, requests, ideas, and concerns.
• Be a visible, welcoming presence at the courts and department events during peak play times, including weekday mornings, evenings, and weekends; greet members by name and make a point of personal contact every shift.
• Respond to every member inquiry, request, or concern the same business day; own each issue through to resolution and close the loop personally with the member.
• Know the membership: maintain member notes in the club system on playing level, preferred partners and formats, interests, and family members, and use them to personalize service and make introductions.
• Personally onboard every new racquet member within 30 days of joining: court and facility tour, booking orientation, a conversation about playing level and goals, and introductions to compatible players and groups. Follow up at 90 days to confirm they are playing regularly and feel connected.
• Proactively reach out to members whose participation has dropped off; flag at-risk or dissatisfied members to the Director of Racquet Sports and the General Manager.
• Gather member feedback through conversation, post-event surveys, and periodic small-group sessions; report themes and recommended actions to the Director and General Manager each quarter.
• Serve as staff liaison to the member racquet committee or advisory group: prepare agendas, attend meetings, track action items, and report back to members on progress.
• Coordinate with Membership, Food and Beverage, Events, and Communications so that racquet members experience one seamless club.

Social Programming and Member Connection

• Design, launch, and run a year-round calendar of racquet social programming whose purpose is to connect members to one another, including round robins, social doubles and pickleball nights, mixers, themed events, new-member welcome events, family and junior events, member-guest socials, and watch parties for major tournaments.
• Publish the social calendar at least one quarter in advance and run a minimum of two member social events each month.
• Build and maintain a player-matching system (ladders, partner lists, standing games, and interest groups) so that members at every level and age can easily find regular games and playing partners.
• Create welcoming entry points for newer, returning, and less competitive players so that department social life reaches beyond the most active members.
• Recruit, organize, and support member volunteers, team captains, and group leaders; recognize their contributions.
• Manage social event logistics end to end: budgets, registration, Banquet Event Orders with Food and Beverage, setup, hosting on the day, and post-event evaluation of attendance, new participants, member feedback, and financial results.
• Track participation by member and report on unique members engaged, first-time participants, and new-member integration; use the data to evolve the calendar.
• Work with the Director of Racquet Sports so that social programming complements the instruction schedule and introduces members to lessons, clinics, and leagues.

Department Communications and Culture

• Own racquet department communications: a regular member newsletter or e-blast, the event calendar, club app and website content, court-area signage and bulletin boards, and social media content in coordination with Club Communications.
• Celebrate members and the community: recognize tournament and team results, milestones, new members, and volunteer contributions.
• Set and model the department's hospitality standard; brief department staff, including instructors and any desk or court attendants, on upcoming events, new members, and member notes so every interaction feels personal.
• Ensure the courts, viewing areas, and department spaces are welcoming, well kept, and event-ready; coordinate maintenance scheduling and closures with the Director.

Revenue Capture, Billing, and Reporting

• Post all private lesson, clinic, camp, league, tournament, USTA, and event charges through the club point-of-sale and membership billing systems within 24 hours of the service date.
• Reconcile posted charges against instructor logs, program rosters, and the court calendar weekly; resolve every variance before the following week begins and confirm all instructor-generated revenue is coded to the correct revenue line and instructor.
• Resolve member billing questions and disputes promptly and courteously, in coordination with Finance and the Director; document the resolution.
• Track member, non-member, and resort-guest participation for every lesson, program, and event so revenue can be reported by category.
• Deliver a department revenue summary to the Director and Finance by the third business day of each month, broken out by instructor, program type, and revenue line, with zero unposted services and zero unreconciled variances.
• Maintain instructor hour and revenue reports for payroll, commission, and productivity review; produce monthly court utilization, no-show, cancellation, and social program participation reporting.
• Support the Director with budget, forecast, and reforecast data, including the social programming budget.

Court Scheduling and Inventory Control

• Maintain the master court calendar for all eight courts as the single accurate record of every booking, block, lesson, program, social event, and maintenance closure.
• Manage daily tennis and pickleball reservations, modifications, and cancellations under club policy and priority rules, and coordinate court blocking for lessons, clinics, leagues, tournaments, team practices, and social events.
• Audit court reservation records weekly; clear booking discrepancies, unauthorized holds, and ghost reservations, and keep audit logs for all blocking and override activity.
• Apply reservation policies consistently and with tact; escalate violations or member conflicts to the Director of Racquet Sports.
• Manage guest court access, including fee collection and documentation.

Systems and Club Software Transition

• Serve as the racquet sports department lead on the club's transition to Agilysys: document current booking, billing, and event workflows, define department requirements, test the build, and own the cutover.
• Maintain department configuration in the booking and billing systems, including rate codes, program codes, instructor codes, and court inventory, and the Excel reconciliation and reporting tools used until equivalent system reporting is in place.
• Maintain department records including member notes, participation data, wait lists, and program rosters; maintain racquet supplies inventory and coordinate equipment orders as directed.

Performance Standards

• Responsiveness: every member inquiry acknowledged the same business day and resolved, with the loop closed, within 48 hours.
• Visibility: on site at the courts during scheduled peak play windows each week, with regular personal contact with members.
• New-member integration: every new racquet member onboarded within 30 days and followed up at 90 days; a growing share of new members playing regularly at 90 days.
• Social programming: calendar published a quarter in advance; at least two member social events each month; year-over-year growth in unique members participating in department social events.
• Member satisfaction: racquet department results in member surveys at or above the club's target, with feedback themes reported quarterly
• Billing and close: 100 percent of services posted within 24 hours and coded correctly; weekly reconciliation completed; revenue summary delivered by the third business day with zero unreconciled items.
• Court calendar: master calendar accurate at all times; weekly audit completed and logged.
• Timekeeping: own punches and attestations complete and accurate every pay period.

Qualifications

Required

* Minimum 3 years of experience in a member- or guest-facing role in a private club, hotel or resort, fitness, or hospitality setting, including planning and running events or programs.

* A genuine hospitality instinct: warm, outgoing, and at ease starting conversations, remembering names, introducing people to one another, and hosting a room.

* Demonstrated success building participation and community, such as growing an event series, a league or group, or a membership program; candidates will be asked to describe this work in detail.

* Hands-on experience with billing, point-of-sale, or reconciliation work, and the discipline to keep records accurate under deadlines.

* Strong Excel skills (lookups, pivot tables) and the ability to learn club management and booking systems quickly.

* Excellent written communication for newsletters, member emails, and event promotion, and professional, gracious verbal communication with members, staff, and Finance.

* Exceptional organization and follow-through across many events, requests, and deadlines at once.

* Availability to work early mornings, evenings, weekends, and holidays in line with peak member play and the event calendar.

Preferred

* Private club experience in racquets, membership, or member events.

* Playing knowledge of tennis and/or pickleball and familiarity with social formats (round robins, ladders, mixers) and league structures such as USTA.

* Familiarity with club management or court booking systems such as Agilysys, Jonas, ClubCaddie, or CourtReserve.

* Experience with email marketing, social media, or simple design tools for member communications.

* Degree or coursework in Hospitality Management, Recreation or Sport Management, Business Administration, or a related field.

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.