If you’ve been a regular reader of this blog, by now you know how important we at RCS think training is. We believe that training is a process of continuous learning and development—not just a week at orientation, or a day every quarter.
However as many of us are also former club managers, we also know that managers these days are often being asked to do more with less, which sometimes may result in less time to dedicate to training your staff. If you ever find yourself short on time to train, it can be hard to know what to focus on.
According to RCS president Whitney Reid Pennell, there are two major topics at which you should throw your energy if forced to choose: member questions, and your key service points.
Member questions would be anything that a member or guest may ask. No matter which department an employee works in, whether it’s the pool, food and beverage, or outside service, members will ask anything of anyone and all staff members should be prepared to answer promptly, confidently, and correctly.
Despite best efforts, sometimes the staff member will not know the answer to a member question. In this case, make sure your team members know how to respond correctly. What verbiage do you want them to use?
When in doubt, “I don’t know, but let me find out!” works. Or, you may want your staff to be able to refer the member to the appropriate person that can give them a definitive answer: “I’m not sure of that Mr. Quarles, but Barbara in Reservations would be the best person to assist you.”
A few of the most commonly asked questions that all staff should know the answers to are:
-
When can I bring guests to the Club?
-
Is valet service available?
-
Does the Club accept cash or credit cards?
-
Where are the restrooms?
-
Who do I contact about booking a special event?
-
Is the menu online?
-
Do I have to sit in certain dining rooms?
-
Can I make a reservation online?
-
What events are happening this week?
-
How do I change my address?
-
When is the fitness center open?
-
What is the dress code policy?
-
What are the Club hours?
Of course, you may have questions that are unique to your location and amenities that you’d like to include in your Member FAQ training.
The second area you should focus on if you’re short on time to train is your key service points. These are items like:
-
Greeting protocols
-
How to respond to questions from members
-
How to handle service recovery opportunities
-
How to escort guests to different areas of the club
-
The specifics of delivering a fond farewell
These are service points that every staff member should know inside and out and execute consistently.
We created RCSU, our virtual training portal, to help managers train efficiently with limited time so if you're facing that challenge, check that out at www.RCSUniversity.com.
Now let’s talk training!
