The following articles are provided to enhance understanding of best practices, innovative ideas, and emerging trends in club industry training. Members may click on a link to access the article.
Training on the Go: A Direct Line to Restaurant Profits?
by Chris Conner, General Manager, Peninsula Yacht Club
Several years ago, the Peninsula Yacht Club was selected to be the club to implement the Club Resources International Training on the Go (TOG) Program.
Once the TOG program was instituted and the bugs were …
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Does Service Training Founder on the Shoals of Management Indifference?
by Ed Rehkopf
I recently read an internet-posted news article entitled, “Disney Offers Customer Service Training.” The article talked about Miami International Airport employees taking customer service training from the Disney Institute, a division of Walt Disney Company …
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Getting the Training Wheels Turning
by Don Vance
A recent Gallup survey reported that less than one-third
of U.S. employees are “actively and genuinely engaged”
in their jobs, while 17% are “actively disengaged.” That
means that the remainder—over 50%—are just going through
the motions of their jobs.…
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Jumpstart Your Service by a Great Pre-Shift Meeting!
by Loraine Vienne
The pre-shift meeting provides an opportunity to educate your staff about a particular new menu item or a new wine being offered along with reminding them about the fine points of service, etiquette, and the …
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Training: The Achilles Heel of Club Operations
by Ed Rehkopf
Recognizing that we work in a detail-intensive business, most club managers understand that comprehensive and systematic training for both subordinate managers and line employees is an imperative. Yet, the sad fact is that training is …
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Training: The Achilles Heel of Club Operations II
by Ed Rehkopf
Manager and supervisory training is even more important than training line employees, since a poorly trained manager or supervisor can do far greater harm to your operation by failing in any of the areas mentioned …
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Training Strategies: Planning and Preparation
by Ed Rehkopf
Without formal and consistent training, a great number of clubs suffer from high employee turnover, member complaints about poor service, lack of organization, and generally inefficient operations — all of which have a negative impact …
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Training Strategies: Tools and Implementation
by Ed Rehkopf
By following the strategies discussed in Training Strategies: Planning and Implementation, clubs will have developed the following training tools for onboarding new employees – both management and staff:
• Employee Handbook
• Managers Handbook
• Club Orientation
• Departmental Orientations
…
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On the Go Training
by Ed Rehkopf
Clubs face a challenging training burden if they are to deliver the high levels of service expected by their members. Yet with tight budgets how can managers meet their training obligations while controlling costs since …
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The Need for Club Etiquette Training
by Ed Rehkopf
Thirty-five years in hospitality management have proven to me that etiquette is a basic training requirement for all club employees. To expect that a wide assortment of employees with diverse backgrounds and socio-economic life experiences …
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Learning Experiences
by Don E. Vance, CCM, CPC
One of my favorite coffee-mug witticisms says that “Everyone is entitled to be stupid from time to time—but some abuse the privilege more than others.” As club managers, we have all been exasperated by employees …
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Using Notable Quotables to Train and Remind
by Ed Rehkopf
There are many things to teach your staff – both managers and line employees . . . and there are many ways to do it. Given the high cost and difficulty of bringing in employees …
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Professional Development Reading List for Club Managers
by Ed Rehkopf
I was asked recently to provide a professional development reading list for club managers. Here is a list of those books that made a strong impact on my thinking about both leadership and business management. …
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Professional Development for Your Club Management Team
by Ed Rehkopf
Club general managers wear many hats and have wide-ranging responsibilities. Given the many duties of the position it’s easy for some of the less pressing aspects of the job to be neglected. Yet there is …
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Emergency Evacuation Simulations
by Ed Rehkopf
Given the difficulties of scheduling emergency evacuation drills and the resulting disruption to members and guests, club managers must use other means of training and testing employees on their responsibilities and actions during an emergency …
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