Golf operations reports sold-out events, call-center hours trimmed, staffing gaps and booking limits for nine‑hole play

Pat O’Hara updated the Sun City West Golf Committee on May 8 about recent events, call-center changes, staffing and booking limitations that affect resident play.

O’Hara said the community’s “Swing into Spring” tournament on May 3 at Trail Ridge sold out with about 100 players, and he reported winners and several other seasonal events (men’s four-club championship, green-team events). He said popular recurring players such as Pat Kinnaman and Mark Masterson participate frequently in events.

On customer service, O’Hara said resident use of the online portal has reduced call-center volume: calls fell about 18% in the last year. In response staff cut hours and reduced one shift position during slow periods, recapturing roughly 10% fewer hours while reducing missed calls. He said the call center and players’ assistants return when overseeding begins (typically September), and that players’ assistants are not scheduled for much of summer because rounds decline and budgeted hours do not cover peak-season staffing.

Staffing shortages were discussed: environmental services earlier reported six open ground-crew positions. O’Hara confirmed summer months typically see staff declines and that outsourcing may be increased if hiring remains difficult.

Booking and operations: O’Hara explained that the current tee-times software does not support online booking for 9-hole tee times or the lottery; golfers may play nine holes at any time but must call to reserve 9-hole starts. He said early-morning back-9 tee times represent roughly 15%–40% of occupancy depending on course and month, and that combined January–March data showed approximately 33% utilization for early back-9 times across courses. O’Hara suggested enabling online 9-hole booking to better measure demand, then testing dynamic pricing; he also proposed trialing 10-minute tee intervals on executive courses to manage pace of play.

Committee direction and next steps: Member David Miller asked that golf operations prepare a summer assignment to return in September with a rank-ordered list of the top three priorities to improve operations and customer experience; the committee gave consensus to that request. The committee also agreed to cancel the June meeting and adjourned the May 8 session at 2:45 p.m.

No formal policy changes or budget approvals occurred at the meeting; staff will return with prioritized proposals and data-driven recommendations in the fall.