Page 37 - GBC English summer 2022

For example, if a maximum score is 400 (40 questions with a maximum of 10 points per question), we can see very quickly if our club could use some improve- ment at 150 or killing it with 350! More importantly, we’ll see how these numbers relate to each other. Did we score 95 on employee satis- faction (because we party like it’s 1999) and 25 on our customer satis- faction (because we show up late and hungover)? No matter what our score, before we decide to make any changes and/or improvements to our operation, we must first quantify “where we are”.
After we identify areas for improvement, we can then decide “Where do we want to go?” and “How will we get there?” which we will explore further in this issue.
WHAT DOES SUCCESS LOOK LIKE TO YOU? Everyoperatorwantstomakemore money, but not every operator has that as their number one goal or objective. Some want to retire as rich as they can and as fast as they can, while others want to ensure the golf course is a long-term and sustainable nest egg for their grandkids. As we plan each year, for the club and for every depart- ment, we want to establish some overarching goals and objectives that will guide our plan, our budgets and our capital requests.
The past two years have created significant changes within the golf business. For many, tee sheets have never been fuller, while at the same time the staff parking lot is looking dangerously empty.
When we meet with our clients (often a room full of owners, depart- mentmanagers,golfprofessionals and F&B staff), there has been a consistent theme of setting goals to improve their 2022 scorecard results. Here is the most common feedback:
Operations
In Operations, the thing that we keep hearing that operators want to focus on, is ‘improving systems’. The pandemic has made many of us revisit our plans and systems and ultimately, it has made us better operators. Instead of ‘just winging it’, we needed (and were told) to implement all kinds of new safety protocols, employee policies, social distancing practices and so much more. Everyone learned quickly to write down new processes and ensure these were followed.
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Golf Business Canada 37