Service Standards

Standards of Excellence Cont.

Well Spoken



“Ladies and Gentlemen ” vs. “Guys”

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“Please” and “Thank You”

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



“My Pleasure” vs. “No Problem”

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“I’ll be Happy to” vs. “O .K. ”



“Certainly” vs. “Sure”



“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.