The National Golf Foundation reported
that golf course closures exceeded course
openings for the first time in the group’s
history and predicted the best an operator
in this area could finish was even with last
year’s receipts.
However, that wasn’t the case for the
Cleveland Metroparks, which finished its golf
season with increases in revenue (6.2 percent) and rounds (2.5 percent).
One may not have to look any further than
the organization’s customer service practices
to explain the organization’s success when
others were having trouble.
Because golf clubhouse employees are
sometimes the most visible representatives
of the Metroparks, it’s important they are at
the top of their game, and each employee is
asked to make a personal commitment to
excellent guest service.
During hiring, the Cleveland Metroparks and
Director Vern Hartenburg want employees
with innate friendliness and a desire to help.
Then, if need be, they learn the game of golf.
Employees start with a kick-off training
session that every employee attends.
Follow-up training sessions, include
weekly workplace training, covering topics specific to that workplace, and golf-wide training sessions for each position.
Position training sessions ensure that
each position, regardless of location,
receives the same information and gives
like employees a chance to brainstorm on
how to best handle different situations.
Employees also review the yearly updated Cleveland Metroparks golf clubhouse
services seasonal employee manual. The
manual provides tips on addressing customers, from sample greetings to appropriate body language as well as hypothetical
situations with the appropriate responses.
A detailed three-tiered model provides
the necessary tools to calmly handle
potentially difficult situations. Each
employee is empowered to make things
right for a customer who feels he or she
has been unfairly or poorly treated.
HOW TO REACH: Cleveland Metroparks Golf, (216) 635-3229
or www.clemetparks.com/recreation/golf