Service Awareness and Responsiveness

There is no better way to demonstrate your dedication to the welfare of members than to be aware of and responsive to their needs.  This means that you are always alert for ways to serve and assist.

Part of awareness and responsiveness is anticipating members’ needs.  This means you need to know where members are, what they are doing, what their habits are, and try to put yourself in their place.  What might they need or want next?

  • For servers in the dining room, this means that you should constantly survey the dining room, as well as your section, to see if a member is signaling for assistance or looking around for her server.  Do not congregate and socialize with co-workers during meal service – it absolutely detracts from your awareness of and responsiveness to members and their needs.  This is just as true in the pantry and kitchen as in the dining room itself.
  • golfer-swinging-2For the outside golf staff, it’s being alert to which member has guests coming, noting their names, and watching for their arrival.  Assume they are unfamiliar with club facilities and escort them to the locker rooms or pro shop while informing them of other members in their party, frost delays, carts on the path, when the beverage cart will be running, and any other information to enhance their experience at the club.
  • For the housekeeper, it’s turning off the vacuum cleaner when members or guests are present, or interrupting the cleaning of a rest room to allow members privacy.
  • For the golf course maintenance staff, it means shutting off equipment when golfers are present or watching for a golfer’s errant shot.

It also means that you should show hustle.  A person who shows hustle is actively and energetically involved in whatever he or she is doing.  It is important because it demonstrates effective use of time and a willingness to do whatever is necessary to get a job done.  The opposite – slow-moving and dawdling sends a message of inattention and laziness – certainly not something to inspire confidence in those who witness it.

But while you should always demonstrate hustle, you must never let members see you breaking a sweat.  Good service is a form of theater and you should always give members the impression that what you do on their behalf is effortless – that everything is well-planned, organized, and well-executed.

Bottom Line:  Being alert and responsive to members’ needs is the essence of good service.

Excerpted from Service on the Go, Club Resources International

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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