Staff Training

High quality and consistent service is something that our members not only expect, but demand.  Yet in a detail-intensive business such as ours where so much has to be done just right in every service encounter, training employees is a gargantuan task, made even more challenging by a transient workforce and high turnover in critical service positions.  Often our employees who have learned the most from our service culture are lost to the lure of the newest restaurant in town or the one with the highest tips.

Given the importance of training and the reality of tight budgets, it seems the only solution to the club training challenge is to organize and format training materials to be easily-given with a minimum of time investment for both instructor (manager) and student (employee).  One solution is to use “on-the-go” training materials where information and skills are provided in frequent, small and easily-digested doses.

But there is more to training employees than just the skills of their particular position.  Employees must also have a thorough grasp of the club’s culture and service values.  Otherwise, each employee is simply doing what he or she thinks is best.  While well-intentioned, this clearly doesn’t foster a consistent quality of service.

There are also a host of policies and procedures that each employee must know – again, this is an area where consistency is imperative.

With so much to teach each new employee, do you have a training strategy beyond osmosis?  Have you ever fleshed out a curriculum for each service position?  Is your training material written down for consistency and formatted for brevity and clarity?  Do you test your employees on training materials?  Do you offer follow-up or refresher training?  Do you track the training that each employee gets to make sure everyone is trained to the same standard?  Do you encourage feedback from employees regarding the adequacy of training?  Do you periodically review and revise training materials?

All of these are legitimate questions about your club’s training effort.  But who has the time you may be thinking?  Some managers will excuse the lack of formal training by saying it just isn’t in the budget.  Yet I would say that training is more about organization, discipline, and the “will to make it happen” than it is about cost.

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.

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