Service Standards

The Atlanta Athletic Club Service Standards

Atlanta Athletic Club Service Standards Fitness Center

Mission Statement

 Atlanta Athletic Club delivers exceptional and family focused experience that consistently exceeds the expectations of all those we serve, while preserving our heritage, traditions and reputation for championship golf.

Standards of Excellence

Member and Guest Interaction  Greet every member, guest and fellow team member with a smile and personalized greeting  Behave as ladies and gentlemen, especially when “on stage”  Do not ignore anyone or play favorites, exceptional service should be a standard Enthusiasm  Smile! This is part of our uniform  Greet every member or guest with enthusiasm and a positive attitude Attention to Detail  Cleanliness. We are all responsible  Member Areas should be “show ready” at all times  Always stay on the lookout for any trash or debris and dispose of it Communication  Providing correct information to members, guests and fellow team members in a respectful way is vital to a successful operation  Leadership coaching and receiving feedback is intended to enhance performance Grooming Standards  Hair must be kept conservatively and professionally styled, color must be of natural shade  Facial hair must be neatly kept and groomed at all times  Nails should be well kept and a short length  Uniforms should be pressed and well maintained. All shirts must be tucked in. Aprons must be cleaned and crisp Well Spoken  “Ladies and Gentleman” vs “You Guys”  “My Pleasure” vs “No Problem”  “I Would Be Happy To” vs “Okay”  Absolutely NO Profanity or Slang Stewards of Safety  Safety comes first. Inspect your surroundings. If you see something, say something Proper Perception  Perception is reality 100% of the time  Conduct yourself in a manner suitable to being a positive reflection on the Atlanta Athletic Club  Be aware of your actions. Anticipate that a member, guest or team member may be observing you

Labor Standards Front Desk: 1 per shift Locker Room Attndant: 1 per LR per shift Towels: 1 per shift

Fitness Center Experience Standards:

Weight room: 1 per shift Fitness professionals: As scheduled

Check-in

Fitness Experience

Farewell

Member Arrives for use of Fitness Center

Health Bar

Locker Rooms and lounges

Workout Areas

Programs

Member Exits

Member/Guest Action Team Responsibilities

• Best professionals in the industry • Programming fresh and on trend with industry’s best • Fitness professionals punctual and involved with set up/cleaning • Activities for all ages

• Genuine Good-bye • Set the stage for the next visit

• Maintain county health standards • Efficient and consistent in making smoothies • Organized and well stocked

• Create the “home away from home” atmosphere • Visible and available • Maintain highest standards of cleanliness/sanitization • Consistent in presentation with all member supplies/amenities • Always busy, take ownership of your area • Connect with members in friendly conversation, emphasis on member name recognition • Empowered to handle member comments and communicate to management

• Maintain highest standards of cleanliness/sanitization • Weights neatly organized and on proper racks • Fitness equipment state of the art and well maintained • Towels and wipes always stocked • Team members visible and available, engage members in friendly conversation • Knowledge of equipment and programs

• Every member and guest is greeted with a warm welcome • Emphasis on Member name recognition • Answer all phone calls with a smile • Knowledgeable on all club info • Empowered to handle member comments and communicates to management • Input all chits timely and accurately • Front Desk free of clutter and team member in uniform

Labor Standards Front Desk: 1 per shift Therapists: As booked with services

Spa Experience Standards:

Arrival

Service Experience

Farewell

Member checks in for spa services

Therapist picks up member and consults

Service performed

Therapist thanks member and recommends take home products

Member checks out

Member/Guest Action Team Responsibilities

• Front desk team member asks how the service was enjoyed and answers any questions • Member indicates the amount of gratuity they would like to leave the therapist and chit is processed correctly • Front desk will offer to rebook follow up appointment • Any product purchased shall be reviewed and discussed • Genuine goodbye and thank you for visiting the spa

• Member is greeted by front desk associate with a smile and is addressed by name if known • Service to be received is confirmed • Therapist is notified member has arrived • If therapist is not ready, member is shown to waiting area • Retail area is to remain fully stocked and organized • If delay is extended for any reason, make friendly conversation and offer a beverage • Answer any questions regarding service and/or retail items

• Therapist greets member with a smile and addresses them by name • Therapist re-confirms service to be performed, including duration • Therapist conducts consultation regarding FABS of service as well as expectations/resolutions • Service is provided for full amount of time • Any upcharges are discussed and approved prior to start of service

• Therapist shall perform service with utmost care, specifically focusing on areas of concern assessed during the consultation • Talking shall be kept to a minimum, always following the client’s lead • Music and lighting appropriate for the service being performed • Treatment room will be • Service time will be provided in full • Therapist will not leave the room while service is in session spotless and show ready when member walks in

• Once service has concluded, therapist waits in the hallway for the member to dress • Therapist escorts member to spa reception and answers any questions they may have • Therapist verbally provides instructions for rebooking a follow-up appointment • Member shall receive recommendations about items to take home to further their spa experience • Therapist thanks member for visiting the spa, and will look forward to their next visit

Youth Activities/Timbers Experience Standards:

Labor Standards: Drop In Care: minimum 2 staff at all times Events: minimum of 2 staff, more as needed for a ratio of 1 adult : 8 kids.

Phone Call

Check In

Timbers Experience

Farewell

Playground /Gym Time

When adult picks child up

Member Arrives for use of Timbers

Child Care

Events/ Camp

Member Calls with a Question

Cleanliness/ Organization

Member/Guest Action Team Responsibilities

• If weather

• Attend briefing so you are aware of plans for camp activities. • Carry out plans to maximize fun. • Be a part of the activities as much as possible. The kids have more fun with the staff are involved. • Insure children are where they are supposed to be at all times.

• Answer calls if possible, with a smile • Return missed calls as quickly as possible • Take a detailed message if you can’t answer their question: Including Member number, name, phone number, and details of question

•

• Every member and guest is

See through any special parent requests (feeding times, meals, etc.) Interact with the child. They should not play alone the whole time. TV should only be on for snack or meal times. 10-15 minutes for snack. 30-45 minutes max for meals depending on situation Make children aware of different activities available to them. Learn games so you can teach them. Check diapers minimum every 45 minutes. Change as needed.

• Insure entire

• Provide a brief report of the day, include a fun anecdote if possible. • Complete check out procedures. • Provide a fond farewell. • Reference the next time we will see them.

permits children should be taken outside to play, if ratios of adults to children allow. bad, take them to the gym if it is available. walk among the children. DO NOT supervise from the sidelines.

Timbers area is clean and well organized.

greeted with a warm welcome

•

• Emphasis on

• Electronics Charged • Promptly clean up unexpected messes. • Complete cleaning chart daily • Insure toys are

Member name recognition • Knowledgeable on all club info • Record all Check In information properly. Check for needed meals and allergies.

•

• If weather is

• Maintain safe spaces. • Engage with the kids.

• Interact and

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tidied throughout the day as much as possible so there aren’t hazards.

• Check In area

free of clutter and team member in uniform

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Labor Standards, Aquatics Lifeguards: 4-7 depending on attendance Front desk: 3 Supervisors/ Management: 1 -2 supervisors/ 1-2 Managers Swim and Dive coaches : as needed.

Aquatics Experience Standards:

Check In

Pool and Program Experience

Farewell

Members leave the aquatic center

Lap Swim and water aerobics

Member receives towels and finds seating

Members use Aquatic amenities

Member checks in with Front Desk

Swim and Dive Team Swim lessons

Member/Guest Action Team Responsibilities

• Answer all phone calls with a smile • All messages will be responded to within the hour management • Emphasis on member name recognition • Knowledgeable of all aquatics info and some club info • Front desk is free of clutter and team members are in uniform • Helps the member sign in any guests they have with them

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Pools are clean and well maintainted The lifeguards politely educate, enforce the rules and club policies. The front desk worker at the top of the slide enforces rules and instructs riders when to go down the slide The supervisor and management address any member questions or concerns as they arise Supervisors are visible and accessible to members Modern and family appropriate music will be played on the deck

Party is greeted immediately with eye contact and a smile

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•

Be able to help members reach fitness goals through independent exercise or guided water aerobics access to the pool between 5am – 10pm (for lap swimmers) fitness instructor with exercise plan and music to fit the program.

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Quality coaching staff that’s involved in set up and tear down of events and practices enjoyable and organized competition at swim and dive meets Activities for children 6 months – 16 years old Fun and safe environment

• Front desk to

thank the party for joining us and addresses the members by name informs members of any upcoming events at the facility and invites the members back for the event. • Sets the stage for the next visit • Front desk also

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Front desk attendant checks for swim diapers and asks if members need sunscreen sunglasses etc.

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Inform members of necessary rules

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The party is handed towels. Asked if any children in the party need a wristband for the slide or a swim diaper Deck is neat in appearance and chairs are aligned in a resort style appearance locker room are thoroughly inspected and cleaned regularly

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Atlanta Athletic Club Service Standards Food & Beverage Services

Mission Statement

 Atlanta Athletic Club delivers exceptional and family focused experience that consistently exceeds the expectations of all those we serve, while preserving our heritage, traditions and reputation for championship golf.

Standards of Excellence

Member and Guest Interaction  Greet every member, guest and fellow team member with a smile and personalized greeting  Behave as ladies and gentlemen, especially when “on stage”  Do not ignore anyone or play favorites, exceptional service should be a standard Enthusiasm  Smile! This is part of our uniform  Greet every member or guest with enthusiasm and a positive attitude Attention to Detail  Cleanliness. We are all responsible  Member Areas should be “show ready” at all times  Always stay on the lookout for any trash or debris and dispose of it Communication  Providing correct information to members, guests and fellow team members in a respectful way is vital to a successful operation  Leadership coaching and receiving feedback is intended to enhance performance Grooming Standards  Hair must be kept conservatively and professionally styled, color must be of natural shade  Facial hair must be neatly kept and groomed at all times  Nails should be well kept and a short length  Uniforms should be pressed and well maintained. All shirts must be tucked in. Aprons must be cleaned and crisp Well Spoken  “Ladies and Gentleman” vs “You Guys”  “My Pleasure” vs “No Problem”  “I Would Be Happy To” vs “Okay”  Absolutely NO Profanity or Slang Stewards of Safety  Safety comes first. Inspect your surroundings. If you see something, say something Proper Perception  Perception is reality 100% of the time  Conduct yourself in a manner suitable to being a positive reflection on the Atlanta Athletic Club  Be aware of your actions. Anticipate that a member, guest or team member may be observing you

Labor Standards Server Assistant: 1 per every 30 Members Server: 1 per every 15 Members Food Runner: 1 per every 50 Members

Dining Experience Standards: Royal Troon Grill

Bartender: 1 per every 20 Members Cocktail Server: 1 per every 25 Members

Reservation

Dining Experience

Farewell

Reservation is Made on the Telephone

Server Provides a Fond Farewell

Member is Seated for Dinner

Party is Greeted at Table

Order is Taken

First Course Delivered

Entrée Course Delivered

Dessert and Coffee Service

Member/Guest Action Team Responsibilities

• The telephone must be answered in 3 rings • Answer all phone calls with a smile • All messages will be responded to within 10 minutes during business hours

• Party is greeted immediately with eye contact and a smile • The member is greeted with Last name if available and welcomed to the Troon Grille

• The table is

• Server returns to review specials and answer all menu questions • Food Order is Taken,

• First courses are

• Entree courses are delivered from the left side by seat number within 12-18 minutes of order being sent to kitchen • Server is to check back after 2 bites to ensure items delivered are cooked properly. Manager should touch table after 3 minutes • Entree course plates and silverware are cleared from the right without stacking plates. All butter plates and extra items are also cleared

• Dessert menu is presented and server should

• Server to thank party for joining us and uses the members last name . • Server to highlight an upcoming event at the club and invite the member back. • Server and Host team should provide a fond farewell.

greeted within 30 seconds from a Server Assistant with Water • Bread is delivered to the table • The table is greeted within 1 minute from a Server to offer beverages. Beverages are delivered within 3 minutes

delivered from the left side by seat number within 5-8 minutes of order being sent to kitchen • Server is to check back on party after 2 bites to ensure party is content with items delivered. Members last name is used . • First course plates and silverware are cleared from the right without stacking plates. Table is marked with necessary items for Entrée course

highlight his or her favorite item. Coffee service is offered and served.

• Dessert order is taken. Dessert

beginning with ladies first

should be delivered in 5-8 minutes or order being placed • Server is to check back on party after

• The party is

• Order is

walked to the table with menus and seated. Chairs are pulled out and pushed in for ladies

repeated back to ensure accuracy. Order is inputted into

2 bites to ensure party is content

with items delivered.

the POS terminal

Labor Standards Cocktail Server: 1 per every 30 Members Bartender: 1 per every 25 Members

Dining Experience Standards: Interlachen Lounge

Dining Experience

Seating Process

Farewell

Member Seats Themselves in Interlachen Lounge

Food Service is Offered

Food is Served

Food is Cleared

Server Provides a Fond Farewell

Member/Guest Action Team Responsibilities

• Table is greeted within 45 seconds by using the members last name if known • Drink order is taken and bar snacks are offered • Drinks are delivered within 3 minutes

• Server offers menu to table within 4 minutes of being seated • Dinner specials are highlighted and menu questions are answered • Order is taken and inputted into computer

• Food runner delivers order to table • Server checks back after 2 bites to ensure quality and uses members last name • Server is to refill water and offer drink refills

• Plates and silverware are

• Server to thank party for joining us and uses the members last name • Server to highlight an

cleared from the right without stacking plates • All unnecessary items are removed • Dessert and after dinner drinks are offered

upcoming event at the club and invite the member back

• Server and Host team should provide a fond farewell

Labor Standards Server Assistant: 1 per every 30 Members Server: 1 per every 15 Members Food Runner: 1 per every 30 Members

Dining Experience Standards: The Merion

Reservation

Dining Experience

Farewell

Reservation is Made on the Telephone

Server Provides a Fond Farewell

Member is Seated for Dinner

Party is Greeted at Table

Order is Taken

First Course Delivered

Entrée Course Delivered

Dessert and Coffee Service

Member/Guest Action Team Responsibilities

• The telephone must be answered in 3 rings • Answer all phone calls with a smile • All messages will be responded to within 10 minutes during business hours

• Party is greeted immediately with eye contact and a smile • The member is greeted with Last name if available and welcomed to the Troon Grille

• The table is

• Server returns to review specials and answer all menu questions • Food Order is Taken,

• First courses are

• Entree courses are delivered from the left side by seat number within 12-18 minutes of order being sent to kitchen • Server is to check back after 2 bites to ensure items delivered are cooked properly. Manager should touch table after 3 minutes • Entree course plates and silverware are cleared from the right without stacking plates. All butter plates and extra items are also cleared

• Dessert menu is presented and server should

• Server to thank party for joining us and uses the members last name . • Server to highlight an upcoming event at the club and invite the member back. • Server and Host team should provide a fond farewell.

greeted within 30 seconds from a Server Assistant with Water • Bread is delivered to the table • The table is greeted within 1 minute from a Server. The Merion experience is reviewed. Beverages are delivered within 3 minutes

delivered from the left side by seat number within 5-8 minutes of order being sent to kitchen • Server is to check back on party after 2 bites to ensure party is content with items delivered. Members last name is used . • First course plates and silverware are cleared from the right without stacking plates. Table is marked with necessary items for Entrée course

highlight his or her favorite item. Coffee service is offered and served.

• Dessert order is taken. Dessert

beginning with ladies first

should be delivered in 5-8 minutes or order being placed • Server is to check back on party after

• The party is

• Order is

walked to the table with menus and seated. Chairs are pulled out and pushed in for ladies

repeated back to ensure accuracy. Order is inputted into

2 bites to ensure party is content

with items delivered.

the POS terminal

Labor Standards, Buffet Server: 1 per every 30 Members Buffet Runner: 1 per every 50 Members Bartender: 1 per every 50 Members

Dining Experience Standards: Member Events

Reservation

Dining Experience

Farewell

Reservation is Made on the Telephone

Server Provides a Fond Farewell

Member Checks in with Reservation Team to be Seated

Party is Greeted at Table

Clearing First Course

Clearing Dessert Course

Clearing Entrée Course

Member/Guest Action Team Responsibilities

• The telephone must be answered in 3 rings • Answer all phone calls with a smile • All messages will be responded to within 10 minutes during business hours

• Party is greeted

• The table is greeted within 1 minute from a Server • The event’s program is reviewed, the

• Server should

• Entrée plates should be cleared when ready from the right with all silver that is used • Server will not stack any plates in an unsafe or disorderly fashion offered, dessert silver is pulled down with fork on left and spoon on right. Server should fill waters if needed • Coffee service is

• Dessert plates should be cleared when ready from the right with all silver that is used • Server will not stack any plates in an unsafe or disorderly fashion • Additional coffee is offered

• Server to thank party for joining us and uses the members last name • Server to highlight an upcoming event at the club and invite the member back • Server and Host team should provide a fond farewell

immediately with eye contact and a smile • The member is greeted with Last name if available and welcomed to the Troon Grille • The party is walked to

“clear when ready” with all silver that are used from the right

• Manager should check in on

party is walked thru the buffet offerings and locations, the group is invited to the buffet

experience and use members last name if available the table with fresh silverware if needed. Server should fill waters if needed

the table with menus and seated. Chairs are pulled out and pushed in for ladies

• Beverages are

• Server will mark

delivered within 3 minutes if ordered

Labor Standards Men’s Locker RoomAttendant: 2 am and 2 pm Based on club activities.

Dining Experience Standards: Locker Rooms

Arrival

Hosting Experience

Farewell

Golf Group Arrives on Property

Tour of Facilities Engagement

Group Returns from Round

Group Leaves for Tee Time

MLT Provides a Fond Farewell

Action

Member/Guest

• MLR Team prepares for the golf group arrival via radio announcement • Member and Guest (if accompanied) arrive in locker rooms • Group should be greeted within

• MLR team should invite them back for a beverage after their round • Team will use members last name if available • MLR team should offer bottled water upon departure

• Guest will be shown to their assigned locker (if locker is requested) • MLR team does a brief tour of the men's facilities • All unaccompanied guests are greeted warmly with a smile and assisted as necessary

• MLR team engages with friendly, positive conversation • MLR team reads the group and assesses

• MLR greets them warmly and offers shoe cleaning services • MLR engages in cleaning shoes and returns the shoes to the appropriate locker • MLR also picks up Ladies Locker Room shoes at 5pm

• Team uses the

members last name upon departure

• Team invites the member back • Team team should provide a fond farewell

whether or not to provide additional service

Team

3 minutes with a smile using the last name if available

Responsibilities

• Beverages are

delivered within 3 minutes if ordered

Home Away From Home

Visible and Available

Problem Solving

Sense of Comfort

Social Environment

Appearance

Staying in Your Area/Ownership

Communication to Management Listen, Emphathize, React Prompt Follow-Up

Empowered to Resolve Knowledge of the Club

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Clean

Consistent Presentation

Connect with Members/Friendly Conversation

Quality Products/Amenities

Always Busy

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Atlanta Athletic Club Service Standards Golf Services

Golf Operations Standards Atlanta Athletic Club’s golf operation standards support the club’s mission to deliver an exceptional and family -focused experience that consistently exceeds the expectations of all those we serve. The utilization of key team members throughout this process is instrumental in crafting a sense of personalized service for members and guests. From part-time team members to senior management, when functioning as a team, we cultivate a truly unforgettable member and guest experience.

A key component in our guest experience is consistent communication and synergy amongst team members via two-way radios.

The foundation of the member and guest experience is the eight Standards of Excellence. These standards are assigned to the Professional Staff for focus and to share with the expanded team. They are also used in reporting back to the team at weekly team meetings to provide examples of and to ensure all areas of the operation are in alignment.

Standards of Excellence

Member & Guest Interaction

Be courteous and cheerful at all times. Long hours of tedious work sometimes make this a challenge, but remember the member is our reason for being here. It is expected that you:  Greet every member, guest, and fellow employee with a smile and personalized greeting  Be polite and courteous to everyone  Promote golf at the Club, encourage people to play another nine holes, enter the next event, sign up for lessons, etc.  Behave as ladies and gentlemen, especially when playing golf  Do not be self-centered. Members want to talk about their games first and hear about your game last  Do not ignore anyone or play favorites. We must treat all members equally  Do not complain – we want to create a pleasant and positive atmosphere, not a depressing and negative one

Enthusiasm

 Smile! It should take place at all times … it is the universal language  Greet every member or guest with enthusiasm and a positive attitude, always anticipating how you may serve.

Standards of Excellence Cont.

Attention to Detail



Cleanliness – We are all responsible!

 Golf Carts and Push Carts – Showroom ready at all times  Always stay on the lookout for any trash or debris and dispose of it  ALL areas of the club will be kept neat and orderly at all times. Never assume that a member will not see the “back of the house” areas  Anything for a member should have a manila tag with complete information. Anyone should be able to look at the tag and know what is going on with each item  Merchandise should be folded neatly and displayed with logos stacked on top of one another

Provide Accurate Information

 Communication – Providing correct information to members, guests, and fellow staff by staying current on email correspondences, memos, and the Program of Instruction is vital to successful communication  Managerial coaching is intended to enhance performance

Well Groomed

      

Personal Grooming and Cleanliness

Pressed Shirt

Pressed Shorts/Pants Proper Outerwear Proper Headwear

Clean and Polished Shoes

Name Tag Worn Below Right Collar Bone

Standards of Excellence Cont.

Well Spoken

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“Ladies and Gentlemen ” vs. “Guys”

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“Please” and “Thank You”

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“Good Morning/Afternoon” vs. “Hi/Hello”

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“My Pleasure” vs. “No Problem”

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“I’ll be Happy to” vs. “O .K. ”

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“Certainly” vs. “Sure”

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“May I” vs. “Can I”

 Use “ Unfortunately or Regrettably …” to begin with when delivering unfortunate news, and offer an alternative to the situation if possible.  Absolutely NO Profanity

Stewards of Safety

 We are responsible to create and maintain a safe working environment. Safety comes first!  Report any unsafe items immediately

Proper Perception



Perception IS 100% reality

 Conduct yourself in a manner suitable to be a positive reflection of Atlanta Athletic Club.  Be aware of your actions constantly, always anticipating that a member or guest may be observing you.  Remember: Character is how we act when no one is watching.

Tee time Lottery Details Requests may be made up to 13 days in advance Tee sheets are created 7 days in advance Point Scale: Weighted lottery system based on number of rounds recently played (14 day rolling scale) Tee times can be made for any available times post-lottery

Reservation Methods Online tee time reservation system Telephone with team member In-person with team member

Golf Experience Standards: Pre-Round

The Golf Reservation Process

• Member is greeted with a smile and a friendly welcome • Team member gathers pertinent information • Team member reads back the information for accuracy • Once the request is made it will appear on their profile • Member receives “upcoming tee -time notification” six days in advance Lottery Request is made in person with golf shop team member

• Member is greeted with a smile and a friendly welcome • Team member is able to view both reserved and available starting times • Team member gathers pertinent information and makes tee times • Team member asks if there is anything else he/she can assist with and wishes the member a great day • Once the tee time is reserved it will appear on their bookings page Tee time is made in person with golf shop team member

Lottery Request is made via telephone with golf shop team member • Member is delivered a friendly greeting • The team member gathers pertinent information. Team member reads back the information for accuracy • Once the request is made it will appear on their profile • Member receives

Tee time is made via online tee time system

Tee time is made via

Lottery Request is made via online tee time system

telephone with golf shop team member

Member/Guest Action Team Responsibilities

• Member is delivered a friendly greeting • Team member is able to view both reserved and available starting times • The team member gathers pertinent information and makes tee time • Team member reads back the information for accuracy • Team member asks if there is anything else he/she can assist with and wishes the member a great day • Once the tee time is reserved it will appear on their bookings page

• Available tee times become viewable for booking immediately after the lottery is run (7 days in advance) • These times are labeled as available and can be reserved for 1 to 4 golfers • Members are able to see the other players on the tee sheet • Once the tee time is reserved it will appear on their bookings page

• Member logs in to

portal and can easily make a lottery request

• Requests can be

made on website or through the app • Once the request is made it will appear on their profile • Member will receive “upcoming tee -time

“upcoming tee-time notification” six days in advance

notification” six days in advance

Golf Experience Standards: Club Member

Golf Experience

Member arrives at bag drop (does not store clubs) • Golf operations team member provides a warm welcome, removes the golf bags from vehicle and informs member where club will be located • Member will then proceed to locker room, practice facilities or dining option

Golf Shop Service Standards

Member arrives at bag drop

Member arrives at North driving range

Member arrives at South driving range

Member arrives at the starter’s hut

Member is on the golf course

Member has completed his/her round

(stores clubs)

Member/Guest Action Team Responsibilities

• Member may enter through

• Short game areas are supplied with clean golf balls each morning in tubes • North range has 20 stations supplied with golf balls which are consistently replenished with balls and tees • Stations are set behind the prior day’s location

• Short game area is

• Member is provided a friendly greeting by starter • If member walks to hut, starter asks if they would like a trolley, then puts bag on trolley • Starter provides member with scorecard, hole location sheet, etc • Starter informs

• Member will

• Member has the

• While each

encounter ranger on a few occasions • Ranger may need to inform member if the group is out of position and needs to improve their pace of play • Ranger is also a player assistant and is available to assist with lost items such as golf clubs or range finders • Ranger cart is stocked with golf essentials, as well as, a first aid kit and AED machine

option to proceed to the vehicle in golf parking returned to the cart return, they are greeted by a team member cleaned prior to being placed back into storage or at bag drop • Team member is stationed at “the bricks” during peak hours • When the cart is • Clubs will be

member visit to the club does not guarantee a stop at the Golf Shop, the team is prepared and anticipates who walks past the Golf Shop is greeted “good morning / good afternoon”

the main entrance, gentleman’s locker room, or

supplied with clean golf balls each morning in tubes

bag drop entrance • Clubs will be

• South range has 20 stations

• Each member

staged on a golf cart on “the bricks” then proceed to locker room, practice facilities or dining option

supplied with golf balls which are consistently replenished with balls

• Member will

member of pertinent information to that day’s round such as cart restrictions

• If a member

walks into the Golf Shop, the

greeting is expanded

Golf Experience Standards: Accompanied Guest

Golf Experience

Guest arrives at the security gate

Guest arrives at the bag drop

Golf Shop Service Standards

Guest arrives in the locker room

Guest arrives at the driving range

Guest arrives at the starter’s hut

Guest is on the golf course

Guest has completed his/her round

Member/Guest Action Team Responsibilities • Security team

• Team member provides a

• Guests provides

• Guest will receive a warm greeting from locker room team member, and will then be taken to their guest locker. The locker will be complete with a temporary nameplate

• Short game area is

• Guest is greeted by the starter, who will provide them assistance. • The starter will ask if they’ve played the course, and if not, will present them with interesting course facts. • Starter provides guest with a scorecard, hole location sheet, etc • Starter informs the

• Guest will encounter ranger on a few occasions • Ranger may need to inform the host member if the group is out of position and needs to improve pace of play • Ranger is also a player assistant and is available to assist with lost items such as golf clubs or range finders • Ranger cart is stocked with golf essentials, as well as, a first aid kit and AED machine

• Guest has the

• While each

name, greeted with “Mr. Smith, we’ve been expecting your arrival…”, then is directed to bag drop member radios golf department “Mr. Smith guest of Mr. Taylor 3:20 pm tee time has arrived”

option to proceed to vehicle in golf parking returned to cart barn, they are greeted by a team member cleaned thoroughly prior to being placed at bag drop

guest visit to the club does not guarantee a stop at the Golf

personalized welcome, and removes clubs from the vehicle

supplied with clean golf balls each morning in tubes

• When cart is

Shop, the team is prepared and anticipates • Each guest who walks past the Golf Shop is greeted “Good morning / good afternoon” • If a guest walks into the Golf Shop, the

• The team

member informs the guest of the host member’s location • A team member

• South range has 20 stations • North range has 20 stations

• Clubs will be

• Example of

interaction: “Mr. Smith, welcome to the club! We have reserved locker B-70 for you today.

asks guests where they

guest of pertinent information to that day’s round such as cart restrictions

• Team member is stationed at “the

would like to proceed next (range, locker room, etc.)

bricks” during peak hours

greeting is expanded

Golf Experience Standards: Unaccompanied Guest

Golf Experience

Guest arrives at the security gate

Golf Shop Service Standards

Guest arrives at the bag drop

Guest arrives in the locker room

Guest arrives at the driving range

Guest arrives at the starter’s hut

Guest is on the golf course

Guest has completed his/her round

Member/Guest Action Team Responsibilities • Security team

• Team member provides a

• Names of guests on the tee sheet for Security team members to reference • Guests provide their name and are greeted with “Mr. Smith, we’ve been expecting your arrival…”, then is directed to the bag drop member radios golf department “Mr. Smith 3:20 pm tee time has arrived”

• Guest will receive a warm greeting from locker room team member, and will then be taken to their guest locker. Locker

• Short game area is

• Guest is greeted by the starter, who will provide them assistance. • Starter will ask if they’ve played the course, and if not, will present them with interesting course facts. • Starter provides guest with scorecard, hole location sheet, etc • Starter informs guest of pertinent information to that day’s round • Guest will be introduced to forecaddie and given custom bag tag

• Guest will encounter ranger on a few occasions • Ranger may need to inform the group if out of position and needs to improve their pace of play • Ranger is also a player assistant and is available to assist with lost items such as golf clubs or range finders • Ranger cart is stocked with golf essentials, as well as, a first aid kit and AED machine

• Guest has the

• While each

option to proceed to vehicle in golf parking returned to cart barn, they are greeted by a team member cleaned thoroughly prior to being placed at bag drop

guest visit to the club does not guarantee a stop at the Golf

personalized welcome, and removes clubs from the vehicle Professional will offer the guests a tour of the Hall of Champions and Bobby Jones Museum

supplied with clean golf balls each morning in tubes

• When cart is

Shop, the team is prepared and anticipates • Each guest who walks past the Golf Shop is greeted “Good morning / good afternoon” • If a guest walks into the Golf Shop, the

• The Golf

• North range has 20 stations

will be complete with a temporary nameplate interaction: “Mr. Smith, welcome to the club! We have reserved locker B-70 for you today.

• Clubs will be

• Example of

supplied with golf balls which are consistently replenished with balls and tees

• Team member is stationed at “the

• Team member asks guest where they

bricks” during peak hours

would like to proceed next

greeting is expanded

Fitness Center Training Manual

Our Core Values

At Atlanta Athletic Club, the key to our efforts is our people, whose talent, creativity and dedication is the foundation of our success. We focus on attracting the best talent and offer a culture in which every person can excel. R – espect noun 1. a feeling of deep admiration for someone or something elicited by their abilities, qualities, or achievements. We treat others as we expect to be treated… We embrace each individual’s unique talents and honor diverse life and work styles. We operate in a spirit of cooperation and value human dignity. I – ntegrity noun 1. the quality of being honest and having strong moral principles; moral uprightness. We do the right thing… Everything we do is guided by a moral compass that ensures fairness and respect. S – incerity noun 1. the quality of being free from pretense, deceit, or hypocrisy. We speak and act from the heart… We strive by example to encourage an environment of honesty and sincerity all areas of life. E – nthusiasm noun 1. intense and eager enjoyment, interest, or approval. We exhibit excitement, passion and energy……. The positivi ty and vibrant atmosphere in our club is generated by the enthusiasm of our people.

Three Steps of Service 1. Warm Welcome – acknowledge every member, a warm welcome should be extended at the front desk and at every member touchpoint 2. Care and Connect – attention to detail and fulfilling the unexpressed wishes of the member. Always have your “radar on and antenna up” 3. Genuine Good-bye – do not take this for granted — sets the stage for their next visit Six Basics of Customer Service Basic #1 – The care and well-being of our members is our ultimate mission. Everyone is focused on the member service - Personal interaction – learn names , get to know the members - Product Quality – reduce mistakes, fix problems, work efficiently - Operational excellence – timely and correct service Basic #2 – Bring your personality and spirit to your interactions with members - Service is only genuine if it comes from the heart - Provide service before being asked for it Basic #3 – Look for every opportunity to exceed member expectations - Platinum rule – treat others as THEY would like to be treated - Be a problem seeker – anticipate the needs of the member and identify problems before they arise Basic #4 – Pride in our club is reinforced by team members who are knowledgeable about our services and facilities. - Be able to give accurate information or know where to find it. “I don’t know” is never an appropriate answer! - Follow up is KEY – whether contacting the member directly, or verifying that a supervisor has handled the question/comment Basic #5 – Embrace the 10/5 rule and stop what you are doing to connect with a member - Make eye contact and smile at 10 feet, greet at 5 feet - Do the same with fellow AAC team members as well Basic #6 – Feedback is a gift. Take every opportunity to ask for it. If a member has a question or complaint, do not become defensive; own it and embrace the opportunity to satisfy the member

Handling the difficult member Even when we are performing our best, issues will arise and members may be upset.

What we need to overcome: -

I didn’t cause the problem so I shouldn’t have to deal with it - Situation is uncomfortable, so I want to get rid of the problem quickly - The member is wrong, unfair, trying to take advantage of me - The member is rude and does not deserve polite treatment - The negative emotions are contagious and make me want to act the same way - I don’t know what to do, so I become defensive Don’t become defensive, in most cases you are not at fault! Realize that the person’s anger has little to do with you, but you have an opportunity to turn their day – and their problem – into something positive! Opportunity resolution – L.E.A.R.N L isten – Actively listen. Let the member vent. Take the time to truly understand the issue. Often, simply rephrasing the issue in your own words will make them feel that you really understand. E mpathize – Empathy is the ability to understand another person’s emotions and show that you understand their point of view . “I can understand how that would upset you” A pologize – say I’m sorry, take ownership. “Let me help you to resolve this” R eact – Fix it. Agree on a reasonable solution with the member. Either it can be taken care of immediately or guarantee to follow-up once the problem is solved N otify – share the information with others who can assist. Make sure managers are aware. We want all employees to be EMPOWERED – have a sense of urgency in resolving the issue. Do what it takes to correct the issue and make sure to follow-up with the member (even if it is a problem we cannot fix) Service “Wheels” Each position within the Athletics department requires a combination of exceptional customer service and commitment to performing our duties at the highest levels. This is a continuous process and is never complete, thus the analogy of a wheel. If one “spoke” or duty fails, then the wheel cannot keep turning.

FITNESS

AQUATICS

Food and Beverage Training Manual

2022/2023

TABLE OFCONTENTS

Our Philosophy

Proper Verbiage

The Food & BeverageDepartment

Dining Room Standards

Restaurant 101

Writing an Order

PreparingThe Table for Service

Service Standards

Steps of Service

Non-Alcoholic Beverages

Beer Knowledge

Wine Knowledge

Liquor Knowledge

OUR PHILOSOPHY Our Vision Every employee’s first responsibility is to understand and perform their duties properly. Employees are expected to provide exceptional service to Members. Employees are expected to work with management and team Members in a professional manner. Every role in the Club is important. We ask that you perform every task to the best of your ability. The result will be better performance for the Club and personal satisfaction for you. You are encouraged to seek opportunities that will impact your personal development and be open to learning new things. We are dedicated to making the Club an organization where you can approach any Member of management to discuss any problem or question. We encourage you to share your issues, questions and concerns with your manager.

Our Mission

Lateral Service

Atlantic Athletic Club delivers an exceptional and family-focused experience that consistently exceeds the expectations of all those we serve, while preserving our heritage, traditions, and reputation for championship golf

Positive ‘Lateral Service’ shall always be practiced throughout the company. Atlanta Athletic Club employees are stewards of theclub. We work atmosphere will be one of professionalism and teamwork.

SENIOR LEADERSHIPTEAM

DAV I D SHEPPARD, CCM GEN ERAL M AN AGER/ C OO

TO N Y E. KELLY CH I EF F I N AN CIAL O FF I CER

AUDRA V . LUCAS CLUBM AN AGER

ERI CA SM I TH D I REC TO RO F M EM BERSH I P

LUKUSHARV EY DI RECTO RO F AGRO N O M Y

BUD TAYLO R DI RECTO RO F GO LF

JAM ESCO LE DI RECTO RO F FACI L I TI ES AN D CO N STRUCTI O N

N EI L DO LDO DI RECTO RO F F I TN ESS

JEFF CHAN DLEY DI RECTO RO F TEN N I S

PROPERVERBIAGE

INSTEADOFUSINGWORKSLIKE:

Hey (or) Yo Bye, See ya Yea, Sure, Yep, Okay Sorry Why don’t you try… Follow me Can I (take your coat)?Alright, Okay, No Problem Ya'll Folks IDon't Know No

USETHESEINYOURVOCABULARYGOOD:

Morning (Afternoon, Evening) Have a Have a Pleasant afternoon Yes Sir (Ma’am), Certainly, Absolutely I Apologize Allow me to recommend… Right this way, Allow me to escort you May I takeyour coat, Sir or Ma’am?My pleasure, I’ll be happy to Ladies and Gentleman Mr. and Mrs___________ Let me find that out for you Unfortunately we don't have that available

TELEPHONETIPS The telephone must always be answered within three rings Answer all phone calls with a smile and using the four part greeting Speaking on the telephone requires better articulation than face to face conversation Never eat, drink or chew while you are on the phone Always be prepared to take a message and ensure you repeat back important information to ensure accuracy

MAKEGREATSERVICEL.A.S.T.

HANDLIN IN GMEMBER COMPLAIN IN TS

When dealing with our Members, it is inevitable that you will encounter complaints; this is the nature of any business that deals with a private Membership. People have different perspectives on how things should be done, when they should be done and how often they should be done. Although we can’t eliminate Member complaints, our goal is to keep complaints to a minimum. We regard each complaint as an opportunity to satisfy the Member before they leave the dining room. Proper handling of a complaint can turn a dissatisfied person into a permanent friend and loyal Member.

HANADPLOINLGOGMIEZMINBGEVRSC .OEXMCPULSAEINSTS

Mistakes will always happen because it is the nature of the business. When mistakes happen, you need to accept responsibility and briefly apologize to the Member and inform your manager.

PROVIDINGSPECIALCARE While the majority of guests’ needs will be addressed by following the Sequence of Service, there will often be guests who require elevated levels of attention. Whether or not they are seeking that attention purposely, or even know that they require it, it is your responsibility to assess what additional steps or actions are needed, andprovide attentive service accordingly.

Single Diners Single diners are more common to urban hotels, especially those that have a heavily business-based clientele. However, regardless of setting, concept or service period, it is important that you are able to provide extra attention (or in some cases, less attention) based on the single diner’s needs.

Best Practices If the guest is not working, make an extra effort to engage them in conversation

When greeting them, use the proper verbiage. Never: “Are you alone?” or “Are you by yourself?”. Always: “Will anyone be joining you?” Be sensitive to where they prefer to be sat. Offer them a choice of tables, and try to avoid seating them next to large groups or tucked away in a corner, but always defer to their preference