Page 37 - Congressional University

OUTSIDE SERVICE
Process:
Outside team members are responsible for working as a cohesive team and covering other team members to make sure that all areas are covered. The outside team is an integral part to our success of the golf operation. They are the rst team members to have interactions with members/guest, and we need to make sure that it is warm and welcoming. It is important that we are visible at all times. A very key component on being successful is ensuring that when we are greeting member and guests we use their names and direct them to their de-sired location and assisting them as needed. Be sure to deliver our services in a consistent and professional manner at all times.
Practice Points:
Being positive in your demeanour and attitude will set the tone for the entire operation.
Outside service team should be visible at all time! Be visible in front of the bag room, cart staging area, and at the range to assist members and guest when needed. Members and guests should never “look for help”.
Assisting members and guests at the bag drop is imperative to being successful, assisting them upon arrival and departure of their round shows attentive and friendly member service in which we try to exceed with every interaction.
Outside service team is responsible for the daily maintenance, cleaning, stocking and preparation of the entire golf car eet.
Carts and equipment should be well manicured and spotless, fully stocked with tees, towels, sand/seed mix, and wiped down the evening prior to play.
Anticipating member/guests needs, will help generate a warm and genuine interaction with every member and guest.
Our responsibility to make sure that the range
is fully stocked, cleaned, and neat at all times throughout the course of the day. Making sure we shag the sides of the range and blue one twice a day is on your checklist. NO excuses!!
Familiarize yourself with the hours of operation for the range, when there is a clean pick, we need to be consistent as a team and to make sure we give members the correct information on a daily basis.
Communication between team members will be the success of the golf operation and will allow us to exceed members/guests expectations.
Communication should be professional at all times!
Work as a team, if you know someone is falling behind step in and help them get caught back up.
The Professional team will support the club’s service expectations levels at all times and in all areas.