Page 26 - GBC Spring 2022 ENG

Here are the
40
questions we believe need to be answered to determine where we are:
OPERATIONS (questions to ask your management team)
1. We have a clear strategy for where we are going
2. We have a vision, mission and values that all of our employees could recite
3. We have updated policies
4. We have a marketing machine that generates new business
5. We have all the equipment and tools needed to run our business
6. We have an excellent training program for all employees in all departments
7. We used zero based budgeting to plan our season
8. We have SMART goals for all managers
9. We deliver excellent programs and events
10. We have a rewards and recognition program for our staff
EMPLOYEE SATISFACTION (questions to ask all your employees)
1. Do I know what is expected of me at work?
2. Do I have the equipment and materials I need to do my job?
3. Do I feel safe at work?
4. In the last seven days, have I received praise for doing good work?
5. Is there someone at work who cares about my development?
6. At work, do my opinions seem to count?
7. Does the mission of my company make me feel that my job is important?
8. Are my co-workers committed to doing good work?
9. This past year, have I had opportunities at work to learn and grow?
10. Would I refer a friend to come work here? (NPS)
CUSTOMER/MEMBER SATISFACTION (questions to ask your customers)
1. How would you rate the quality of our products?
2. How would you rate the consistency of our products?
3. How would you rate our implementation of COVID safety protocols?
4. How would you rate our customer service?
5. How would you rate the cleanliness of our facilities?
6. How would you rate the value we provide (cost versus experience)?
7. How would you rate our events?
8. How would you rate our management team?
9. How would you rate our communication?
10. Would you recommend us to a friend (NPS)?
FINANCIAL METRICS (questions to ask your controller and managers)
1. Is $REV PER ROUND improving and/or industry average?
2. Is $REV PER VISITOR improving and/or industry average?
3. Is %LABOUR PER ROUND improving and/or industry average?
4. Is %LABOUR PER VISITOR improving and/or industry average?
5. Is COG RETAIL improving and/or industry average?
6. Is COG F&B improving and/or industry average?
7. Is MAINTENANCE COST PER ACRE improving and/or industry average?
8. Are FIXED COSTS improving and/or industry average?
9. Is REVPATT improving and/or industry average?
10. Is EBITDA improving and/or industry average?
These are the forty questions that we like, but no matter what questions or metrics you use, ours or your own, some type of assessment is needed so that we can identify where we are before we decide
where we want to go and how we will get there, which we will address in the next issue of Golf Business Canada magazine.
Golf Business Canada
26 Golf Business Canada