Rules of Engagement - Just How Friendly Should Your Employees Be?

Club managers are always on the lookout for those rare individuals with engaging personalities – those people who are naturally outgoing and friendly and who can connect effortlessly with members and guests. And while we all would agree that such employees make service and service delivery a snap, it is also important to recognize that some employees need coaching on boundaries and the appropriateness of overly friendly service. While many members appreciate and enjoy their interactions with service staff, even engaging in playful banter, chit-chat, and teasing with their favorite employees, there are also those members who expect a more formal and detached level of service. It is also often the case where the member who likes to “play” with employees when in the bar after a round of golf, does not want the same level of engagement at Sunday brunch when family and friends are present.

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