Manager, The Serve

Manager The Serve

Work Mode:Onsite

Location:Onsite Kohler Wisconsin

Opportunity

This high energy and culture driving manager is responsible for leading The Servea premier racquet sport facility featuring 6 indoor pickleball courts 2 outdoor platform tennis courts and an indoor social space designed for events and activitiesensuring a world-class member and guest experience in a pristine well-stocked safe and welcoming environment. This role manages the reception desk team oversees scheduling and payroll accuracy maintains service standards drives revenue through membership sales and program participation (leagues tournaments socials events) and partners closely with Sports Core leadership and stakeholders. The Manager also oversees a grab-and-go Food & Beverage offering including inventory levels ordering and continuous adjustment based on purchasing trends in partnership with Woodlake Market management. The role owns day-to-day operating excellence service recovery KPI reporting and the facility Profit & Loss (P&L) including expense management ordering and maintenance upkeep.

SPECIFIC RESPONSIBILITIES

Operational Excellence Court Readiness & Facility Management

• Own daily operations for The Serve including opening/closing procedures facility readiness cleanliness standards (interior/exterior) safety compliance and amenity presentation.
• Ensure court operations readiness and presentation daily for 6 indoor pickleball courts and 2 outdoor platform tennis courts (nets fencing lighting surface conditions snow/ice removal as applicable) including rapid escalation and follow-up on issues.
• Oversee the indoor social space to ensure it is set clean safe and appropriately configured for activities socials meetings and event execution; coordinate room resets and equipment needs.
• Ensure the facility remains in pristine condition: coordinate cleaning plans inspections work orders preventative maintenance and rapid response to facility issues.
• Maintain appropriate stock levels for all guest-facing supplies and operational consumables; implement inventory routines and par levels.
• Serve as liaison for maintenance needs and coordinate vendor/contractor access as required; track completion and document follow-up.
• Develop maintain and continuously improve Standard Operating Procedures (SOPs) for reception court operations and facility standards; ensure staff knowledge and compliance.

Guest Services Service Recovery & Member Experience

• Create and sustain a consistent gracious service culture aligned with 5-Star expectations; coach teams to deliver prompt accurate and engaging interactions.
• Lead service recovery: respond to member/guest concerns troubleshoot issues document incidents and implement corrective actions to prevent recurrence.
• Provide tours to prospective members/guests; explain amenities policies court offerings and programming; follow up to convert interest into memberships and participation.
• Ensure access control and policy adherence (passes/identification/age restrictions) while maintaining a warm welcoming approach.
• Build relationships with members and guests to strengthen loyalty retention and referrals.

Sales Revenue Growth & Programming Support

• Drive revenue through membership sales and renewals; actively sell and promote memberships programs events leagues tournaments clinics ladders and socials.
• Work closely with the Corporate Sales team to sell coordinate and execute facility buyouts and rentals; develop turnkey packages align on pricing and contracts and ensure exceptional event delivery.
• Drive utilization of the pickleball and platform tennis courts by building and promoting leagues ladders tournaments clinics and socials; ensure exceptional on-site execution.
• Partner with Sports Core programming leaders to build an annual calendar that increases utilization and participation at The Serve.
• Support the planning and on-site execution of leagues/tournaments/socials/events ensuring registration accuracy staffing and member communications.
• Monitor participation trends and member feedback to refine offerings and maximize engagement and profitability.

Food & Beverage & Retail Operations

• Manage the grab-and-go Food & Beverage space to ensure a consistent high-quality member experience including cleanliness merchandising and availability of core items.
• Maintain proper stocking levels through par-setting weekly/daily inventory checks and timely ordering of required items; adjust assortments and quantities based on purchasing trends and seasonal demand.
• Partner closely with Woodlake Market management for ordering deliveries pricing/PLU setup (as applicable) waste reduction and continuous improvement to the offering.
• Monitor food safety and storage standards (dating/rotation/temperature controls) and ensure compliance with applicable policies and training.
• Track F&B revenue cost of goods waste and contribution to facility P&L; recommend changes to improve profitability and guest satisfaction.
• Retail management: curate and merchandise a racquet-sport retail assortment (apparel paddles balls accessories gifts); set par levels and reorder points to maintain in-stock position and drive incremental revenue.
• Own retail inventory controls including receiving cycle counts shrink prevention and accurate POS setup (PLUs/pricing); reconcile variances and implement corrective actions.
• Partner with Marketing and Corporate partners on retail promotions seasonal resets and member-focused product education; track sell-through margin and category performance to optimize mix and profitability.

Team Leadership Scheduling & Training

• Directly manage reception desk staff: hire onboard train coach schedule and develop associates to meet service and sales expectations.
• Create weekly schedules based on traffic forecasts court bookings events and business needs; manage requests off and shift changes to maintain coverage.
• Ensure accurate payroll processing and timekeeping; monitor staffing efficiency and labor productivity within budget guidelines.
• Set clear expectations and provide performance feedback; complete reviews recognition and corrective actions as necessary.
• Foster a positive accountable culture focused on safety teamwork and continuous improvement.

Financial Management & P&L Ownership

• Own The Serve facility P&L: develop budgets and forecasts monitor revenues/expenses and implement cost controls and efficiency initiatives.
• Manage expenses including ordering supplies managing inventory controlling labor costs and ensuring proper maintenance upkeep within budget.
• Track and analyze key drivers (membership sales court utilization participation labor supplies maintenance and F&B results) to identify opportunities and mitigate risks.
• Ensure cash handling and transaction accuracy as applicable; maintain appropriate controls and reconciliations.

Reporting KPIs & Cross-Functional Coordination

• Report on court utilization (by court type) program participation membership conversion from tours facility buyouts/rentals and Food & Beverage/retail sales trends to inform staffing ordering and programming decisions.
• Produce and communicate KPI reporting (membership sales retention participation utilization guest satisfaction service recovery metrics labor and expense performance).
• Coordinate programs staffing impacts and operational standards with Sports Core leadership to ensure consistency across facilities.
• Maintain strong partnerships with Maintenance Marketing Finance/Accounting and other departments to deliver seamless member experiences and business results.
• Identify process improvements and lead change management initiatives; implement and sustain gains.

Skills/Requirements

• Bachelors degree in Hospitality Business Sports Management or related field preferred; equivalent relevant experience considered.
• At least 3 years experience in hospitality guest services facility operations or club management with demonstrated supervisory responsibility.
• Strong operational acumen: scheduling payroll inventory purchasing vendor management court/facility standards and maintenance coordination.
• Proven success driving revenue through sales memberships and program participation; strong customer service orientation with measurable results.
• Demonstrated ability to manage budgets and understand financial statements including P&L labor cost controls and retail/F&B fundamentals (inventory waste margins).
• CPR/AED and First Aid certification required or ability to obtain shortly after hire.

#LI-Onsite

#LI-KS1

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

We believe in supporting you from the moment you join us which is why Kohler offers day 1 benefits. This means youll have access to your applicable benefit programs from your first day on the job with no waiting period. The salary range for this position is $66300 - $100800. The specific salary offered to a candidate may be influenced by a variety of factors including the candidates experience their education and the work addition this position is eligible for a performance bonus/variable incentive compensation.

Why Choose Kohler
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing access to career growth and development opportunities a diverse and inclusive workplace and a strong culture of innovation. With more than 30000 bold leaders across the globe were driving meaningful change in our mission to help people live gracious healthy and sustainable lives.

About Us
It is Kohlers policy to recruit hire and promote qualified applicants without regard to race creed religion age sex sexual orientation gender identity or expression marital status national origin disability or status as a protected veteran. If as an individual with a disability you need reasonable accommodation during the recruitment process please contact . Kohler Co. is an equal opportunity/affirmative action employer.

Required Experience:

Manager