Good Clean Fun: What Topgolf's Regional Manager Taught Us About Modern Facilities Management

The alarm goes off at dawn, and Christopher Bulosan reaches for his phone—not to scroll social media, but to check emails from facilities across the country. As Regional Facilities Manager for Topgolf, Chris oversees venues from Colorado to the West Coast, and from Tennessee north to Minnesota. His morning routine reveals a fundamental truth about modern facilities management: it never really stops.

Our recent conversation with Chris on the Clean Slate podcast uncovered valuable insights about managing complex entertainment facilities, developing talent, and maintaining premium customer experiences. His approach offers lessons that extend far beyond golf entertainment venues to any facility where people, technology, and customer satisfaction intersect.

Listen to episode wherever you get your favorite podcasts or watch it here on YouTube:

The Multi-Faceted Challenge of Entertainment Facilities Management

Topgolf venues aren't just driving ranges—they're complex ecosystems combining restaurants, bars, retail spaces, high-tech golf tracking systems, and in some locations, arcade games and mini-golf courses. "I like to say we're a restaurant with a driving range," Chris explains. "We accommodate everything in between with kids, adults, teenagers—we have a little bit of something for everybody."

This complexity creates unique facilities management challenges. Unlike traditional office buildings or retail spaces, entertainment venues must simultaneously maintain:

• High-tech golf tracking systems that score every shot
• Full-service kitchens preparing premium food experiences
• Multiple bar areas with POS systems and inventory management
• Family-friendly spaces that remain clean and safe throughout busy periods
• Retail operations alongside the core entertainment experience

Each component represents potential failure points that could impact the customer experience. As Chris puts it, referencing his father's wisdom about cars: "The more intricate things that you have, the more things that can break and go wrong."

Balancing Premium Experience with Operational Reality

Topgolf positions itself as a premium entertainment experience, with couples typically spending around $150 for a few hours of entertainment. This pricing creates high customer expectations that facilities management must consistently meet.

"You think of a five-star experience," Chris notes. "We have to make sure that we're putting our best foot forward." This means ensuring every touchpoint works flawlessly—from the moment customers check in, through their golf experience, food service, and even restroom visits.

The pressure intensifies when considering the technology dependence. Customers expect their golf shots to register accurately, their food to arrive promptly, and their overall experience to justify the premium price point. One malfunctioning system can cascade into customer dissatisfaction and negative reviews.

Training as the Foundation of Success

Chris emphasizes that successful facilities management in entertainment venues relies heavily on comprehensive training programs. Topgolf's staff, called "playmakers," receive extensive education on multiple systems and customer service approaches.

Effective training in complex facilities covers several key areas:

Technical Knowledge: Staff must understand how various systems work and basic troubleshooting procedures. When golf tracking systems malfunction or POS systems freeze, trained team members can often resolve issues quickly without escalating to management.

Customer Service Skills: Entertainment venues require staff who can maintain positive attitudes even when dealing with frustrated customers experiencing technical difficulties or service delays.

Cross-Functional Understanding: In venues with multiple revenue streams, staff benefit from understanding how different areas interact. Kitchen delays affect golf bay turnover, which impacts overall facility capacity.

Problem-Solving Capabilities: Chris trains his teams to think critically about solutions rather than simply escalating every issue. This approach reduces response times and empowers staff to feel more confident in their roles.

People Development: The Heart of Facilities Management

What sets Chris apart is his philosophy that facilities management is fundamentally about developing people. "I love making sure that I'm building people," he explains. "Somebody gave me that shot when I was young, back in my 20s."

His approach involves sharing knowledge with team members regardless of their initial skill level or career intentions. Whether teaching electrical basics, plumbing fundamentals, or equipment maintenance, Chris believes in providing comprehensive education that benefits employees both professionally and personally.

This investment in people development creates several advantages:

Improved Retention: Employees who feel valued and see growth opportunities are more likely to stay with the organization longer.

Enhanced Problem-Solving: Well-trained staff can handle more situations independently, reducing management burden and improving response times.

Better Customer Experience: Confident, knowledgeable employees provide superior customer service, directly impacting guest satisfaction.

Succession Planning: Developing internal talent creates a pipeline of qualified candidates for advancement opportunities.

The results speak for themselves. Chris has received heartfelt thanks from former employees who credit their growth to his mentorship, including one family who gifted him a purebred bulldog in appreciation for how he supported their special needs family member.

Technology Integration in Modern Facilities

Topgolf's reliance on technology illustrates how modern facilities management must adapt to increasingly complex systems. Golf tracking technology, integrated POS systems, mobile apps for reservations, and digital menu boards all require ongoing maintenance and troubleshooting.

Successful technology integration requires:

Preventive Maintenance Programs: Regular system checks and updates prevent many issues before they impact customers.

Rapid Response Protocols: When technology fails, having clear escalation procedures and backup systems minimizes disruption.

Staff Technical Training: Front-line employees need basic troubleshooting skills to handle common issues immediately.

Vendor Relationships: Strong partnerships with technology providers ensure quick resolution of complex problems.

Managing Across Geographic Regions

Chris's role spans multiple time zones and climate conditions, adding layers of complexity to facilities management. Each location faces unique challenges based on local weather, regulations, and customer demographics.

Regional management strategies include:

Early Communication: Starting the day early to address East Coast issues before they escalate demonstrates proactive leadership.

Local Empowerment: Training local teams to handle routine issues reduces dependence on regional oversight.

Standardized Procedures: Consistent protocols across locations ensure quality standards while allowing for local adaptation.

Regular Site Visits: Physical presence at locations builds relationships and provides insights that remote management cannot capture.

The Economics of Premium Experience

Entertainment facilities like Topgolf must justify their premium pricing through consistent quality delivery. This economic reality drives every facilities management decision, from staffing levels to equipment maintenance schedules.

Cost considerations include:‍

Labor Investment: Higher-skilled staff command higher wages but provide better customer experiences and reduce management burden.

Equipment Quality: Premium equipment costs more initially but typically offers better reliability and longer service life.

Maintenance Scheduling: Proactive maintenance costs more upfront but prevents expensive emergency repairs and customer disappointment.

Training Programs: Comprehensive training requires significant investment but improves retention and service quality.

Creating Sustainable Growth Through People

Chris's success demonstrates that sustainable facilities management growth comes through investing in people rather than just systems and processes. His approach of treating every team member as family creates loyalty and commitment that extends beyond typical employment relationships.

Key elements of people-focused management include:

Individual Recognition: Acknowledging each person's contributions and potential builds engagement and motivation.

Skill Development: Providing opportunities to learn new skills keeps employees engaged and improves organizational capability.

Personal Connection: Taking genuine interest in employees' lives and challenges creates stronger working relationships.

Growth Opportunities: Clear advancement paths encourage employees to invest in their roles and the organization's success.

Lessons for Modern Facilities Management

Chris's experience at Topgolf offers valuable insights for facilities managers across industries:

Embrace Complexity: Modern facilities are increasingly complex, requiring managers who can coordinate multiple systems and stakeholders effectively.

Invest in People: Technology and systems are important, but skilled, motivated people make the difference between good and exceptional facilities management.

Maintain Customer Focus: Never lose sight of how facilities decisions impact the end-user experience, whether that's employees in an office building or customers in an entertainment venue.

Build Strong Training Programs: Comprehensive training pays dividends through improved performance, reduced turnover, and better problem-solving capabilities.

Develop Regional Strategies: Managing multiple locations requires balancing standardization with local adaptation.

Building Your Facilities Management Career

For professionals interested in facilities management, Chris's journey illustrates the importance of mentorship and continuous learning. His willingness to share knowledge and develop others has created a positive cycle that benefits everyone involved.

Career development strategies include:

Seek Mentorship: Find experienced professionals willing to share their knowledge and provide guidance.

Embrace Learning Opportunities: Every challenge presents a chance to develop new skills and understanding.

Focus on People Skills: Technical knowledge is important, but the ability to work with and develop people often determines long-term success.

Think Beyond Your Current Role: Understanding how your work impacts the broader organization and customer experience opens advancement opportunities.

The facilities management field continues evolving as technology advances and customer expectations rise. Success requires professionals who can balance technical expertise with people development skills, operational efficiency with customer experience, and immediate problem-solving with long-term strategic thinking.

Chris Bulosan's approach at Topgolf demonstrates that exceptional facilities management combines systematic processes with genuine care for people—both team members and customers. His early morning emails and late-night problem-solving sessions reflect a commitment that extends beyond job requirements to professional passion.

Whether managing entertainment venues, office buildings, or industrial facilities, the principles remain consistent: invest in people, maintain focus on the end-user experience, and never stop learning. The facilities may change, but the fundamental importance of skilled, caring management remains constant.

Interested in working with a facilities management company who will partner with you to keep your multi-site faciltiies top notch? Reach out to OpenWorks for a brief consultation!