Comprehensive Club Training Meeting the Promise of Quality and Service
- NCCU Author/Contributor (non-NCCU co-authors, if there are any, appear on document)
- Ed Rehkopf, Donor to Hospitality and Tourism Administration (Creator)
- Institution
- North Carolina Central University (NCCU )
- Web Site: www.nccu.edu/academics/library/
Abstract: Comprehensive Club TrainingWhy is training so important in private clubs? The answers to this question are simple andcommonsensical:? Clubs are detail-intensive – there is much for managers and employees to learn, know,and do.? Service is people-intensive – it takes a lot of people in all areas of the club doing all theright things day in and day out.? Members expect and should receive a higher level of quality and service than they getfrom public establishments.? Club relationships and engagement with members are far more personal and critical tosuccess than in other hospitality sectors. To do this well requires ongoing employeetraining to understand the subtlety and nuance of service.? Like most hospitality operations, clubs can experience high levels of staff turnover,particularly in the service-intensive areas of food and beverage.For these reasons, club managers should recognize the absolute importance of initial andongoing, consistent and formalized training for all employees. Yet in far too many clubs, trainingis an afterthought or haphazard in design and implementation. So, if training is so important,why is this the case and why can't we do better?The Achilles Heel of Club Operations
Comprehensive Club Training Meeting the Promise of Quality and Service
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Created on 1/12/2022
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Additional Information
- Publication
- Language: English
- Date: 2021