Service Standards

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