Build your team through good hiring

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We work in a service economy. No matter where we listen, we hear this over and over again. Although this is what we are told, we tend rarely to experience the top side of this service economy.  It seems this term comes more from the jobs held vs. the kind of performance provided. Most of us know that good service is more of a rare event, than the expected result. A major reason for this I believe, is the process we undertake when hiring people in order to execute our service strategy.  This highfives post is about building better hospitality through better people.

Hiring is one of the most important roles a manager undertakes. A golf property is truly all about great service, wonderful hospitality.  Everywhere on the property, people are being served by other people: in the golf shop, the restaurant, lesson tee, or sales office.  Service is thefocus for any golf property.  If the property is not providing great hospitality, it will not last.  Having the right team is essential in order to provide an experience that builds loyalty, sales, and strong reviews.  Here are 5 thoughts to building a better team:

1) Hiring is a full-time strategy.  You should always be on the lookout for nice people who seriously get hospitality. They should already come in with the knowledge of how to serve well. Always be looking

2) Hiring is a process, not a one-act play. The average new F/T hire takes at least 42 days. Be sure to include not only your managers, but members of your staff who will be working with a candidate.  

3) Have the idea you are hiring for life! Too many new hires do not last very long. They may be hired quickly, provided poor or little training, and left to figure things out on their own. Create an onboarding process that is comprehensive, fun, and built to provide a long-term vision and path for every new hire

4) Upon starting, provide the new team member a strategy plan in writing, and a mentor/coach who will be part of their onboarding program for up to 6 months (or more.)  Also, provide a scorecard where both the manager and the new hire can fill out the scores for every critical position function

5) Provide constant feedback to every new hire. Feedback that is constructive, that keeps the team member on track will be invaluable.  Feedback and recognition are two essential areas that can help turn any new, nervous staff member into a long term asset.  It is critical to always be on purpose with every new employee.

I have seen so many people over the years treat hiring as an afterthought…..that it was a minor to-do before the day ends.  Let me say that hiring, building a team for great hospitality, and keeping most of the team for years is a full-time function that takes energy, focus, knowledge and teamwork.  People deliver service at the club.  The best people deliver great hospitality to members and guests. Create a plan that works for a successful long term.

Jack Dillon writes the highfives series.  Jack is a speaker, an operations expert.  He has been in the golf industry for 46 years.  Contact Jack at 407-973-6136.

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