Service Standards

Personal Goals Update

• Work with new CHRO to recruit quality mid level managers and have them in place by August 1st. o Status-Met (Have hired 3 new Restaurant Managers. Promoted 1 to Senior FB Manager) o Create initiatives with CHRO to improve recruitment, onboarding, and retention of team members by September. o Status-Met (New hiring scorecard, onboarding process implemented, improved culture with new initiatives and incentives) o Increase the overall Food and Beverage NPS and Member Satisfaction score by August 1st and maintain over 8 points thru the end of March, 2024. o Status- On Track to Complete by March (April 7.84/ May 8.61/ June 8.42/ July 8.31/ Aug 7.8/ Sept 8.86) • Create comprehensive technology plan to support processes within the Food & Beverage Department to support service to members and guests by October. o Status-On Track to Complete by January • Develop processes to ensure we provide consistent service, food, and beverages to members in the Club’s dining venues, includ ing beverage carts and HWH by August. o Status-On Track to Complete by end of November (Completed Service Standards, implemented Service Books for Each Beverage Cart and Station, Implemented new Journey Maps) • Work with the new Director of Human Resources to present a plan for the J1 international work program ready to be presented for consideration by December. o Status-Met (Secured interviews with Alliance Abroad program for J1 program, 4 J1’s slated to arrive late November) Create new set of KPIs and benchmarking that measure and optimize the member experience by October. o Status-Met (KPI’s implemented include nightly dining occupancy rates, ticket times, and ticket re -fires % ) Work with team to establish identity for each of the dining outlets at the Club by December. o Status- In Progress (Meeting with Abe Doctor, Researching Restaurant Consultants) Meet or exceed departmental financial goals by end of FYE24. o Status- In Progress