Enhancing Efficiency With Organized Solutions

Working with this country club, we quickly identified key issues. They wanted employees to take pride in their work and elevate hospitality to match the club’s century-long prestige.

We started with basic operations, revamping SOPs to ensure consistency and efficiency. Each station’s tasks were broken down step by step to match club standards. From cleaning clubs after rounds to maintaining pristine golf carts, no detail was overlooked. To reduce confusion, we introduced job aid boards with condensed SOPs, making instructions easy to follow and memorize. We also improved station layouts for better visibility of supplies and equipment.

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Scheduling posed challenges due to high school athletes and extracurricular commitments. To address this, we preemptively recorded each employee’s activities before golf season, blocking off their unavailable times. This allowed employees to easily see who could cover shifts. We expanded staff from 10 to 16 for better coverage, ensuring a diverse range of employees with different availability. Additionally, we reached out to former employees in college, offering summer shifts to handle peak months from May to August. This provided flexibility for tournaments and busy tee sheets.

To encourage employees to exceed expectations, we implemented a performance-based incentive program. A checklist tracked completed tasks per shift, with a binary scoring system. For example, if 8 out of 10 tasks were completed, the employee received an 80% score. Employees were held to a 90% monthly benchmark, with scores translating into incentives. High performers could claim rewards immediately or stack points for larger rewards later.

By refining SOPs, improving scheduling, and introducing performance incentives, we created a structured yet flexible system that enhanced efficiency and service quality. Employees became more engaged, operations ran smoother, and the club continued to maintain its elite reputation.

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