Club Management - January/February 2008 - (Page 44) Human & Professional Resources Culture and Club Performance What motivates employees? Get their buy-in when problems arise, and watch service at your club go from good to great. By Tom Garcia Culture Dynamics, Inc. I n part one of this article, which previously appeared in Club Management, I wrote about the fi rst steps of the process used at Quail Ridge Country Club to help improve performance and motivation of clubhouse employees. The purpose of these first steps, as explained by General Manager Chip Misch, was “…to clarify the present culture at the club and work with management and the service team to identify a meaningful plan for improvement.” This article will cover the problem solving we did based on the results of the assessment, the solutions we implemented, the follow-up process and results. Quail Ridge Country Club is a private, member-owned golf community with 963 members and 947 residents located in Boynton Beach, Florida. Misch initially explained that, “Quail Ridge enjoys an extraordinary membership and a committed and tenured staff, but the intensity and the passion are not there.” His summation of the operation was that “…adequate service and food quality was acceptable.” Obviously, this is not acceptable. Our goal was to learn why this had become acceptable and fi x the problem. Individual Interviews I conducted 13 interviews within and outside the clubhouse. Two main issues emerged from the interviews: clubhouse management and poor organization and coordination. Workshops Four employee workshops that involved only clubhouse employees were conducted. The employees were separated as follows: 1. Bussers, housekeepers, maintenance, receptionist; 2. Wait staff, bartenders, hostess, banquet staff; 3. Cooks; and 4. Clubhouse management. These workshops highlighted strengths and weaknesses and included discussions of potential solutions. The main issues that emerged were disorganization, poor communication and a need for improved training. Go to www.culturedyn.com for part one of this story. 44 • CLUB MANAGEMENT http://www.culturedyn.com
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