Page 40 - Congressional University

WELCOME SERVICE
Process:
The Welcome Service Team includes members of the Bag Drop and Outside Service Team. Helping members and guests as they arrive at the bag drop should be very atten- tive and always with a warm greeting. It becomes your responsibility to own the rst inter- action with a member or guest at the facility. Offer assistance and guidance to help them get their things ready for the time spent at the club and direct them as needed through professional communication with them and/or other team members. The Welcome Ser- vice Team has the privilege to ensure all members and guests a heartfelt welcome to their round and exceed all expectations of the golf operation at a service standpoint.
Practice Points:
Provides members/guests information about club amenities, services, and events going on at the club. Responsibility to communicate with the golf shop, outside team, and starter house to locate groups and prepare them for their time spent at the facility.
Make sure that the bag drop area is clean of trash, debris, and other golf bags. We want this area to be clean and neat at all times as it will be the rst thing members/guests see when arriving.
Learn to read body language to see if a member or guests needs help.
The correct answer is never “I don’t know” unless followed by, “but I can nd out for you”.
Should always greet members and guests by name (Mr. & Mrs.).
Do not let one member monopolize your time to where you are hampering the operation in other areas. Con rm that you haven’t forgotten about them or you are “getting someone who can further assist them”.
Be proactive in assisting members and have professional communication at all times.
Be familiarized with the clubs events going on that day so you can direct members when asked, letting them know where certain events will be held etc.