DETAILS – Hospitality, Sports & Leisure is the platform responsible for managing Arrow Global's Hospitality, Sports & Leisure assets in Portugal. It currently oversees several hotel units located in Vilamoura, Carvoeiro, Lagos, Albufeira and Madeira, as well as the largest golf portfolio in Portugal, including the golf courses in Vilamoura, PGA Aroeira Lisboa, Palmares and Vale Pisão. Internationally, DETAILS also manages two golf courses in Sicily, integrated within the Costa Ragusa destination. In addition, it is responsible for the management of the Vilamoura Equestrian Centre.
The Retail & Guest Relations Manager is responsible for defining, implementing, and monitoring the retail and guest experience strategy across a portfolio of golf courses.
This role ensures operational consistency, service excellence, and revenue optimization, acting as a key link between central strategy and on-site teams.
Key Responsibilities:
* Define and implement the overall retail strategy across all golf course locations;
* Establish merchandising guidelines, store layouts, and product positioning standards;
* Curate and manage the product assortment and brand portfolio;
* Lead supplier negotiations and develop strategic partnerships;
* Analyze sales performance by location and category, identifying trends and growth opportunities;
* Plan and execute seasonal campaigns and promotional initiatives;
* Define and implement guest experience standards and customer journey guidelines;
* Design and roll out guest experience programs across all locations;
* Monitor customer satisfaction (NPS, reviews, direct feedback) and drive continuous improvement;
* Develop complaint handling and service recovery protocols;
* Ensure consistency across all customer touchpoints;
* Support and guide on-site managers (pro shop and front office teams);
* Ensure implementation of corporate standards and operational procedures;
* Conduct regular site visits and operational audits;
* Identify improvement opportunities and share best practices across locations;
* Develop operational manuals and training guidelines;
* Foster a culture of premium hospitality and service excellence;
* Define, track, and report on key KPIs, including;
* Prepare regular performance reports for senior management;
* Support the development and monitoring of retail budgets and margins;
* Identify and drive cross selling and upselling opportunities;
* Define guest experience standards for tournaments and corporate events;
* Support local teams in delivering high-quality, differentiated experiences;
* Develop tailored offerings for premium and international clientele.
Key Qualifications:
* 5+ years' experience in retail, hospitality, or tourism (multi-site preferred);
* Strong commercial mindset with analytical skills;
* Proven ability to lead and influence across teams;
* Passion for customer experience and premium service;
* Fluent in English (additional languages are a plus).
Location:
* Vilamoura