Service Standards

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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