Assistant Hospitality Manager

Role Overview

Assistant Hospitality Manager, wasl (Viya), Food & Beverage Service department.

Company Overview

Viya is the UAE's leading golf and hospitality management group operating a portfolio of championship golf courses, award-winning restaurants, premium leisure and recreation facilities, innovative entertainment concepts, and digital platforms. The group operates Emirates Golf Club, Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, Tiger Strikes, Viya Fit, and Viya Padel. As part of wasl Hospitality & Leisure, Viya is recognised as a guardian of golfing heritage and a leader in modern hospitality. Operations are underpinned by the Viya App, a loyalty-driven platform that integrates bookings, rewards, and spendable benefits across the portfolio. Viya is proud to have a thriving, multicultural workforce representing over 80 nationalities, including both Emiratis and expatriates, fostering a culture built on teamwork, passion, and excellence.

Role Purpose

The Assistant Hospitality Manager helps their team provide best-in-class service and hospitality to guests by working with, training and coaching associates to ensure guests have the best experience. The AHM carries general operational responsibilities related to running the venue such as opening and closing and managing shifts while ensuring these never interfere with guest experience. The AHM may assist with other specific business functions including hiring, associate development and training, ordering and inventory management, facilities maintenance, and marketing.

Key Responsibilities

Guest Experience & Service Delivery

• Walk the entire assigned section throughout shifts.
• Remain present in the assigned section, saving administrative responsibilities for admin shifts.
• Perform table touches to assess the guest experience.
• Respond to and resolve guest issues.
• Interact with guests to protect the guest experience and ensure the game works as promised.
• Measure speed, consistency and quality of service and food and beverage delivery.
• Anticipate and react to business trends.

Operations & Venue Management

• Be always available on a radio.
• Check all common areas periodically to ensure they remain neat, clean and orderly.
• Perform opening and closing walk-throughs to ensure the venue is ready for guests.
• Perform opening and closing duties shared between all scheduled managers of duty.
• Perform daily operations to open and close the venue.
• Read previous day's shift notes.
• Set associates on their opening tasks and checklists.
• After the last guest leaves, walk each floor with the shift lead to ensure closing tasks and checklists have been completed.
• Prepare shift notes for the next manager of duty to update them on important information and the current status of the assigned section or entire venue at the end of the shift.
• Prepare pre-shift and next day's roster.
• Perform any other administrative tasks required.
• Handle cash and approve voids, comps and other tasks that impact venue finances.

Leadership & Associate Development

• Assess associate performance to drive the guest experience.
• Engage with associates to check in and offer support.
• Praise and thank associates when excellent service is observed.
• Coach performance opportunities in the moment.
• Make note of and communicate training needs.
• Monitor team members to coach their leadership skills.
• Assume other assistant hospitality manager responsibilities should another AHM be called away, until they promptly return.

Safety & Compliance

• Monitor guest and team safety.
• Be aware of and demonstrate Topgolf Mission, Vision and Core Values and apply the four service targets throughout serving internal and external customers.
• Be aware of Dubai Golf Mission, Vision and Values and apply the four service steps throughout serving internal and external customers.
• Read, understand and comply with all applicable Information Security Policies and Procedures of wasl.
• Cooperate, coordinate and share information with Internal and External Audit teams as appropriate and applicable.
• Attend Information Security Awareness sessions conducted by the wasl IT Department.
• Report all Information Security breaches, events, weaknesses, and incidents (actual or suspected breaches) immediately to the IT Service Desk.

Ancillary Duties

• Participate in various extra activities contributing towards individual and organizational growth in line with the club's strive for continuous improvement.
• Represent the department or a group in various committees such as the Staff Committee, Green Theme (environmental), Food Committee, Sport Committee or projects.
• Be trained as a Fire Marshall or First Aider.

Qualifications & Experience

• Hotel school graduate, diploma or similar.
• Five years in Food and Beverage Service.
• Two or more years experience in a similar managerial position.
• Computer literate with general understanding of Finance and Accounting.
• Ability to obtain required licenses and certifications for your location.

Skills & Competencies

• Leadership
• Teamwork
• Decision maker
• Problem solver
• Interpersonal skills
• Trainer
• Empowerment, energy and enthusiasm
• High level of self-awareness, receptivity to change and integrity
• Fluency in written and spoken English

Additional Information

• Reports to: Operations Manager and Hospitality Manager.
• Supervises: Food and Beverage Service Colleagues.
• Availability to work varied shifts, including evenings, weekends and holidays.
• Ability to work in extreme weather conditions for extended periods of time.
• Ability to stand and walk for long periods of time including maneuvering up and down stairs.