Trending
- Bobby Jones Links to manage Green Oaks Country Club in Pittsburgh area
- Changing the game
- 7 things to look for in the ideal practice facility
- Heritage Golf Group acquires Legacy Golf Club and makes it part of Lakewood Ranch
- Cabot unveils first look at new Cabot Highlands course
- Now: What’s next?
- KemperSports bolsters leadership team with three new hires
- Merchants and merchandise
5 keys to great service
Being responsible for a golf course operation is not an easy role. It combines serving many people who are playing throughout your property. It is about getting the job done well with a team of many, over approximately 150 acres or more of land. As the leader you are entrusted to get the job done. Just as important, you have a very large team that also must perform in order to call each day a success. When I think about the overall work needed to create a wonderful place to recreate, it truly feels daunting. How can you and your team execute a service strategy that masks the hard work, while showcasing a service attitude that makes every golfer and guest feel warm and safe about being on your property?
Creating a unique service structure while getting your team to execute each day is not an easy task. There are so many balls in the air. Certainly, it takes the right people. It also takes an attitude and a strategy that provides freedom of expression with solid direction. As with a sports team, the coach provides all of the behind the scenes instruction, while the players are asked to play hard and win the game, with the coach on the bench. Here are 5 thoughts about execution and service:
1) Have a written plan that all can and will follow. Review often, tweak when needed
2) Be a coach, as you allow people to work the plan without your interference
3) Mentor all on the work to be done, being specific about the level of service demanded
4) Instead of yearly employee reviews, have a plan of monthly get togethers, which should be more frequent when people go astray.
5) Recognize in a good way the execution you like as soon as you see it. Reward it as well.
6) (Bonus) Create a culture where you are approachable and where the team can feel safe around you, and in their role. Allow people to try, fail, try again and again. Once you achieve this level of emotional safety, you will see a team of smiling people who can be themselves, working hard, while building a 1stclass service program.
Jack Dillon writes the highfive series. Jack is a speaker, presenter, blogger. He has been in the golf industry for more than 40 years. You can reach Jack at 407-973-6136. Jack lives in Orlando. Why not build a better team using Jack’s strategy of making the business better with people? He will help you grow your success.
Jack Dillon
Related Posts
7 things to look for in the ideal practice facility
[Editor’s note: while these tips are for golfers, we believe they are also instructional for course owners and operators to know how to best cater
How to create and manage sustainability plan blueprints for golf operations
Just as a detailed and thorough blueprint is critical for turning a building plan into sturdy reality, your facility’s sustainability success hinges on creating and
Chairman Yoon: South Korea’s sports maestro
Yoon Se-young discovered the meaning of life through golf. He began playing golf as a kid in the fields near his home and fell in love with the challenge, friendship and peace of mind that it brought to his life. He found golf to be “a delightful sport” unmatched by any other.
Bobby Jones Links to manage Green Oaks Country Club in Pittsburgh area
Bobby Jones Links has been chosen to manage Green Oaks Country Club in Verona, Pennsylvania. The company will also begin implementing new programming events and
Changing the game
The game of women’s basketball has been changed. It has grown in a very real way thanks to the passion, talent, and eye-popping skills of
7 things to look for in the ideal practice facility
[Editor’s note: while these tips are for golfers, we believe they are also instructional for course owners and operators to know how to best cater