About this role
Job Title: Tennis Retail Associate
Department: Racquets
Reports To: Tennis Shop Supervisor & Racquets Operations Manager
Position Summary
The Tennis Retail Associate provides exceptional retail and member service within the Club's Tennis Shop while supporting the daily operations of the Racquets Department. This position assists members and guests with merchandise selections, purchases, special orders, Tennis and Pickleball programming information, lesson and court reservations, and other Racquets-related needs while maintaining an organized, welcoming, and visually appealing retail environment.
Reporting to the Tennis Shop Supervisor and Racquets Operations Manager, the Tennis Retail Associate maintains knowledge of Tennis and Pickleball programs, tournaments, events, merchandise, and Club services to provide accurate and personalized assistance to members and guests. This position supports merchandising, inventory, trunk shows, special shopping events, retail transactions, and general Tennis Shop operations while consistently demonstrating professionalism, initiative, attention to detail, and exceptional Club service.
Essential Responsibilities
Member & Guest Service
- Provide warm, professional, personalized, and attentive service to members and guests.
- Greet and acknowledge members and guests entering the Tennis Shop.
- Create a welcoming, comfortable, and enjoyable shopping experience.
- Assist members in identifying merchandise that meets their individual needs and preferences.
- Recommend appropriate merchandise based on quality, value, functionality, style, and intended use.
- Maintain knowledge of Tennis and Pickleball merchandise to confidently answer member questions.
- Anticipate member needs and provide proactive assistance whenever possible.
- Follow up with members regarding special orders and other retail requests.
- Respond promptly and professionally to member inquiries.
- Answer telephone calls according to established Club standards.
- Direct questions outside the scope of the position to the Tennis Shop Supervisor or appropriate Racquets associate.
- Maintain patience, courtesy, professionalism, and discretion in all member and guest interactions.
- Build positive relationships with members through consistent and personalized service.
Retail Sales
- Assist members and guests with retail purchases.
- Determine member needs and recommend appropriate merchandise.
- Explain product features, quality, value, and appropriate use.
- Maintain current knowledge of available merchandise, brands, styles, sizing, and products.
- Assist members with apparel, footwear, Tennis and Pickleball accessories, and other available merchandise.
- Accurately process member purchases through the Club's point-of-sale system.
- Verify transaction information prior to completion.
- Properly package and gift-wrap merchandise as requested.
- Maintain confidentiality regarding member account information.
- Assist with exchanges and returns according to established procedures.
- Communicate unusual merchandise or transaction concerns to the Tennis Shop Supervisor.
- Support retail promotions and sales initiatives.
- Identify opportunities to enhance the member's retail experience without creating a high-pressure sales environment.
Special Orders
- Assist members with special merchandise orders.
- Research product availability through approved vendor and online resources.
- Place approved special orders through B2B vendor sites, online platforms, or email.
- Accurately record member information, product details, sizing, quantities, and other order requirements.
- Confirm order information before submission.
- Monitor outstanding special orders.
- Follow up with vendors when appropriate.
- Communicate order status and expected availability to members.
- Notify members promptly when special-order merchandise arrives.
- Verify received merchandise against the original order.
- Communicate discrepancies, delays, or unavailable products to the Tennis Shop Supervisor.
- Maintain organized records of outstanding and completed special orders.
Merchandising & Shop Presentation
- Assist with maintaining attractive, organized, and visually appealing merchandise displays.
- Fold, straighten, organize, and replenish merchandise throughout each shift.
- Maintain a pristine and professional Tennis Shop appearance.
- Assist with creating new and engaging retail displays.
- Ensure merchandise is appropriately arranged and easily accessible to members.
- Assist with seasonal merchandising changes and promotional displays.
- Maintain organized apparel, footwear, accessories, and other retail products.
- Monitor merchandise presentation throughout the day and make adjustments as necessary.
- Return displaced merchandise to appropriate locations.
- Maintain clean and organized fitting and dressing areas.
- Assist with signage and product displays.
- Maintain organized counters, workspaces, and member-facing areas.
- Communicate low merchandise levels or display needs to the Tennis Shop Supervisor.
Merchandise Receiving & Stock Support
- Assist with receiving and organizing incoming merchandise.
- Verify merchandise quantities and general condition as assigned.
- Assist with tagging and preparing merchandise for the sales floor.
- Organize merchandise in designated stock and storage areas.
- Replenish merchandise from stock areas as necessary.
- Notify the Tennis Shop Supervisor of damaged, missing, or incorrect merchandise.
- Maintain organized stock areas.
- Assist with locating merchandise for members and fellow associates.
- Follow established procedures for merchandise handling and storage.
- Protect Club merchandise and retail assets.
Inventory Support
- Assist with monthly and periodic Tennis Shop inventory counts.
- Accurately count and record merchandise as assigned.
- Assist with identifying inventory discrepancies.
- Maintain organized merchandise and stock areas to support inventory accuracy.
- Communicate low-stock or unusual inventory conditions to the Tennis Shop Supervisor.
- Assist with inventory organization prior to scheduled counts.
- Support inventory adjustments according to established procedures.
- Maintain accuracy and attention to detail during inventory activities.
Racquets Programming Knowledge
- Maintain current knowledge of Tennis and Pickleball programs, tournaments, events, and activities.
- Be familiar with tournaments, mixers, round robins, league play, clinics, exhibitions, social programs, and other Racquets activities.
- Provide members with accurate information regarding applicable programs.
- Maintain awareness of event dates, times, locations, registration procedures, and other relevant details.
- Assist members with general questions regarding Racquets programming.
- Promote upcoming Tennis and Pickleball activities.
- Direct detailed instructional or program-specific questions to the appropriate Racquets Professional when necessary.
- Review departmental communications regularly to remain current on upcoming activities.
- Communicate programming changes accurately and professionally.
Lesson & Court Reservations
- Assist members with booking Tennis and Pickleball lessons as assigned.
- Book court reservations using applicable Club systems.
- Assist Tennis and Pickleball Professionals with lesson scheduling as needed.
- Verify dates, times, courts, Professional assignments, and member information prior to completing reservations.
- Maintain familiarity with applicable reservation procedures.
- Provide accurate information regarding court availability.
- Communicate scheduling questions or conflicts to the appropriate Racquets Professional or Tennis Shop Supervisor.
- Maintain confidentiality of member scheduling information.
- Assist members with routine reservation modifications or cancellations according to established procedures.
Trunk Shows & Special Shopping Events
- Assist with Tennis Shop trunk shows, retail promotions, and special shopping events.
- Assist with merchandise setup and presentation.
- Prepare retail areas prior to events.
- Provide member assistance during trunk shows and promotional activities.
- Maintain attractive displays throughout events.
- Assist with event signage and materials.
- Support vendor needs as directed by the Tennis Shop Supervisor.
- Assist with merchandise organization following events.
- Support setup and breakdown.
- Promote applicable retail events to members.
- Maintain exceptional member service throughout special shopping events.
Point-of-Sale & Technology
- Accurately operate the Club's point-of-sale system.
- Become proficient with Northstar or the Club's current POS and management system.
- Accurately enter member purchases and applicable transaction information.
- Maintain basic proficiency with Microsoft Office applications.
- Utilize approved B2B vendor websites and online ordering platforms.
- Accurately research merchandise and order information.
- Maintain confidentiality of member and Club information.
- Follow established technology and system procedures.
- Report system issues promptly to the Tennis Shop Supervisor.
- Learn and utilize new technology implemented by the Club.
Shop Opening & Closing Support
- Assist with Tennis Shop opening and closing responsibilities as assigned.
- Prepare merchandise and retail areas for daily operations.
- Ensure counters and member-facing areas are clean and organized.
- Verify necessary retail and operational supplies are available.
- Assist with preparation of point-of-sale equipment.
- Straighten and organize merchandise prior to opening and closing.
- Assist with securing merchandise and applicable areas at closing.
- Complete assigned closing organization and cleaning responsibilities.
- Communicate outstanding member requests, special orders, or operational concerns to the Tennis Shop Supervisor.
- Ensure assigned responsibilities are completed before departure.
Communication & Teamwork
- Maintain consistent communication with the Tennis Shop Supervisor and Racquets Operations Manager.
- Communicate member requests and special-order information accurately.
- Coordinate with Tennis and Pickleball Professionals regarding lessons, programming, and member needs.
- Work collaboratively with fellow Tennis Shop associates.
- Communicate inventory, merchandise, or operational concerns promptly.
- Support other associates during high-volume periods.
- Participate in departmental meetings and training as required.
- Maintain professional and respectful communication with all Club associates.
- Assist other Racquets operational areas when assigned.
- Perform additional Racquets and Tennis Shop responsibilities as directed.
Safety & Club Standards
- Follow all Club and departmental policies, procedures, and service standards.
- Maintain a clean, organized, and safe Tennis Shop environment.
- Properly store merchandise and supplies.
- Maintain clear and unobstructed walkways.
- Utilize appropriate lifting and material-handling techniques.
- Immediately report spills, hazards, damaged equipment, or unsafe conditions.
- Protect member and Club information.
- Maintain professional appearance and grooming consistent with Club standards.
- Follow established uniform and dress-code requirements.
- Participate in required Club and departmental training.
- Protect Club merchandise, equipment, and resources.
Qualifications
Physical Requirements
This position requires prolonged periods of standing and frequent walking throughout the Tennis Shop, Racquets facilities, storage areas, and other Club spaces. The employee is regularly required to use hands and arms to handle merchandise, operate computers and point-of-sale equipment, prepare retail displays, and perform other assigned responsibilities. The position requires frequent reaching and may require bending, stooping, kneeling, lifting, carrying, pushing, and pulling. The employee must be able to remain on their feet for extended periods throughout shifts of approximately four to eight hours and occasionally lift and/or move merchandise, boxes, supplies, and other items weighing up to 50 pounds. Specific vision abilities include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee may occasionally work in outdoor conditions while supporting Racquets programs or events. Flexibility to work mornings, evenings, weekends, holidays, tournaments, and varying schedules based on operational needs is required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Qualifications
- High School Diploma or GED required.
- Minimum 1–2 years of retail, hospitality, customer service, or related experience preferred.
- Previous retail sales experience preferred.
- Previous private club, country club, Tennis facility, sports retail, recreation, or hospitality experience preferred.
- Basic knowledge or interest in Tennis and/or Pickleball preferred.
- Previous merchandising experience preferred.
- Strong computer skills required.
- Experience with point-of-sale systems preferred.
- Experience with Northstar or comparable club-management software preferred.
- Familiarity with Microsoft Office applications.
- Ability to utilize B2B vendor websites and online ordering platforms.
- Strong member-service and interpersonal skills.
- Strong attention to detail and organizational abilities.
- Ability to complete responsibilities independently with appropriate direction.
- Professional, outgoing, friendly, patient, and courteous demeanor.
- Ability to communicate clearly and professionally with members, guests, and associates.
- Ability to read, write, speak, and communicate effectively in English required.
- Ability to work weekends and holidays based on Tennis Shop operational needs.
Compensation & Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Company-Paid Life Insurance
- Supplemental Life Insurance
- Company-Paid Short-Term Disability Insurance
- Company-Paid Long-Term Disability Insurance
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Sick/Personal Time Off
- Holiday Pay
- Complimentary Shift Meals
- Associate Discounts
- Employee Assistance Program
- Professional Development Opportunities
- Internal Growth Opportunities
What We Value
- Integrity and Accountability
- Respect and Professionalism
- Teamwork and Collaboration
- Adaptability and Continuous Improvement
- Commitment to Service Excellence
Our team members are ambassadors of the Club experience and play a vital role in creating memorable moments for our members and guests every day.
This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
This position description has excluded the marginal functions of the position that are incidental to the performance of essential job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.
This document does not create an employment contract, implied or otherwise, other than an at will relationship.
Drug-free workplace
I have reviewed and understand the responsibilities of this position as listed above. I understand that I will be required to perform the duties listed in the description as part of my permanent job responsibilities and duties. I also understand that this job description is not intended to be an employment contract and that my employer (Broken Sound Club) reserves the right to make necessary revisions to the job description at any time without prior notice. I further understand that this job description in no way states or implies that these are the only duties to be performed while in this position. I will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or issue assignments.