Quint Studer in his important book, Hardwiring Excellence, speaks of the importance of establishing a code of behavior for employee service teams. The purpose is to communicate to employees the basic standards of interaction with customers/guests/members and fellow employees. Further, Studer expects each employee to acknowledge and commit to the standards by signing a written copy.
With this in mind, here are some basic standards for the golf operations team:
- Arrive on time according to the work schedule.
- Meet all requirements of the dress or uniform code and personal grooming standards.
- Get and carry with you at all times a copy of today’s tee sheet; use it to learn names of golfers.
- Have a complete dedication to member service at all times; fully and consistently embrace the enterprise’s organizational values and culture of service.
- Maintain a pleasant and positive attitude at all times.
- In private clubs, learn and use member names; learn and act upon their individual habits and preferences by providing personalized service.
- Greet and assist all arriving players; introduce yourself by first name and let them know you are there to help them in any way possible.
- By anticipation and prompt action do not permit players to pick up or carry their golf bag or clubs.
- Provide relevant information to players, such as location of pro shop, locker rooms, and practice facility, presence and location of host and other guests, scheduled tee time, how long until scheduled tee off; walk players to pro shop or party when possible.
- Be knowledgeable about golf operation, daily course set up and factors impacting play such as weather, frost delays, carts on the path, beverage cart running, snack bar hours of operation, etc.
- Provide special service touches and “wow” factors.
- Interrupt personal conversations at the approach of players; give them your undivided attention.
- Assist golfers coming off course; clean and return clubs to club storage or cars.
- Solve any problems encountered that are within your authority and ability to do so.
- Report any problems encountered by golfers to the golf professional staff.
- Maintain the cleanliness and order of your work areas; clean and straighten up work areas prior to departing as a courtesy to the next shift.
- Work together with other staff to provide a seamless golfing experience for players.
- Thank fellow workers for their help and assistance. They appreciate it as much as you do.
When employees understand and commit to expected standards of behavior and service, players and other employees have a richer golfing experience.
Thanks and have a great day!
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