Name:  William Shea, CCM

Club:  Fairlawn Country Club

Description:  The results of the program offers the club a greater consistency in staffing season to season which promotes better member recognition and the staff are motivated knowing there is support for higher education assistance.

Implementation:  The ideas was two-fold; one, to show member appreciation of the staff via support of scholarship assistance and two, noting club parking is at a premium, raffling off the premier space for one year was enticing in itself but also contributed greatly to the scholarship fund.

Name:  Randy Ruder, CCM

Club:  Beach Point Club

Description:  In order to stop wasting money on newspaper ads that produced limited qualified candidates we now offer a referral bonus program that allows staff to “sponsor” a new employee.  The superiority and longevity of these referred employees beats anyone we have hired from the paper.

Implementation:  The Board and Finance Committee have been happy with the savings and member have enjoyed the friendly new people.

Name:  Angela H. Stewart

Club:  The Country Club of Virginia

Description:  In-House Idea Fair – Our club encourages participation in the CMAA Idea Fair by holding our own Idea Fair in advance.  Every employee who submits an entry receives a paid day off.  Employees with winning entries receive an additional paid week off.  The categories include most creative, most practical, satisfaction enhancement, and people’s choice.

Name:  Ryan Brennan

Club:  Manasquan River Golf Club

Description:  The scavenger hunt for the employees was not only fun but added to teamwork building and leadership skills.

Implementation:  The scavenger hunt was an idea of the Food and Beverage Director to strengthen team moral.  The members were not directly involved but they benefited by having a stronger crew.

Name:  Ted Bartlett

Club:  Hermitage Country Club

Description:  Managers on Duty – What a way to boost employee moral!  Each department head worked hard to give back to their staff members.  Serving them lunch on the club’s patio and taking care of all the fixings.

Implementation:  The board and general membership welcomed this treat to the staff.  The implantation of this idea was generated by the department heads.

Name:  Gregory Webb, CCM

Club:  The Kansas City Country Club

Description:  When we hire a new employee, we have the employees they will be working with send them a nice note or card to their home address.  This makes the new employee feel welcome and helps initiate a relationship even before the first day of work.

Implementation:  I started it about a year ago after hiring someone for a management position that had to give two weeks notice.  I was mailing them some paperwork and decided to include a note.  I then suggested to my Management Team that they do the same after all they had helped interview the new employee.  They all rose to the occasion and the new manager received twelve hand written notes in the mail from the people he would be working with everyday.  From that point on, we have not looked back.

Name:  J. Brent Tartamella

Club:  The Westmoor Club

Description:  Our Employee Transportation Program has increased our number of returning employees as well as raises their morale, pride and loyalty about the club.  With more returning employees, The Westmoor Club and the Town of Nantucket.  By the club sponsoring schedule passes for each of our employees, it has reduced the number of vehicles that travel to the Island during our busy season as well as enhanced our relation with the town.

Implementation:  The idea was a collaborative one, resulting from a weekly staff meeting, during our off season, discussing how to increase our rate of returning employees, reduce cost, while keeping our employees pride and loyalty for the club.

Name:  Philip R. Kiester

Club:  Farmington Country Club

Description:  Farmington has improved interdepartmental communication, developed skills of new and middle managers, and created a mid-management support group with a supervisors’ round table.  Hosted by the club’s Human Resource Manager, new supervisors meet once a month.  They have the opportunity to learn, develop skills, share experiences, and ask questions among their peer in a comfortable setting.

Implementation:  Supervisory skills training, conducted by the Human Resource Manager and by outside trainers, addresses interdepartmental relations, communication, organization, time management, employee performance, interviewing and hiring, and “managing your boss”.  In addition to developing supervisory skills, the group facilitates communication and teamwork, fosters good interdepartmental relations, and establishes a supportive peer group.

Name:  Paul M.G. Astbury

Club:  Ocean Reef Club

Description:  The Smoking Cessation program implemented by the club’s HR department is working to increase the overall health of Associates.  By promoting good health and providing a support system to those Associates seeking to quit, the program will keep the club’s overall cost of healthcare down over the long run.

Implementation:  The program was implemented with the intent of making kicking-the-habit an achievable and affordable goal for all Associates.  Those covered under the Med-Co prescription plan can purchase doctor-prescribed drugs at the co-pay cost and those who have signed up for a reimbursable medical expense account can be reimbursed for their co-payments.  Most importantly, Associates who kick-the-habit and remain smoke-free for six months will be reimbursed up to $200 for any purchased smoking cessation products.  The goal is healthier club for both members and staff.

Name:  Mark Maroon

Club:  The Kansas City Country Club

Description:  The idea was to teach and show our service staff what managers do during any given day.  Also, to show them how to read financial statements, coordinate staffing, and attend meetings. The staff is more professional, knowledgeable, and understanding of all club operations.

Implementation:  It was implemented by choosing our top 5 servers, having them dress appropriately like management, and scheduling them a week in advance so they could prepare questions to ask during their day with us. Member reaction has been wonderful.  Our members see us training and developing our staff in all areas, not just food service.

Name:  Wayne Hall, CCM

Club:  Farmington Country Club

Description:  Farmington’s groundskeeper developed a new system of assigning and explaining daily tasks to its multicultural staff.  To better explain tasks, pictures of the areas to be maintained that day are placed in the locker room.  Below the pictures are descriptions of the tasks in Spanish and English.

Implementation:  The new system has enhanced communication within the groundskeepers’ team. The assignments are easier to understand and allow employees to work independently.  The grounds are kept to the club’s high standards and members continue to compliment the exquisite landscaping.

Name:  John McGee

Club:  Sharon Heights Golf and Country Club

Description:  It was a primary goal of the management, supervisors and club employees to have a clearer understanding of the clubs culture and values.  The program was embraced and supported by employees and members.  The club was awarded the Platinum Club Award in 2006.

Implementation: The program was implemented in stages throughout the year.  Starting with the creation of the employee motto and our “wow” service standard.  The recognition phase was added afterwards to support and promote the program.

Name:  Paul M.G. Astbury

Club:  Ocean Reef Club

Description:  The “12 Promises Service Culture” has had a key positive impact on the service standards at Ocean Reef Club.  Not only have the Promises boosted member-associate relations, they have also improved the overall appearance and function of the club’s facilities.  The 12 Promises photo contest and rewards programs have gone beyond simply restating the promises; they have generated employee enthusiasm for the philosophies of ownership, respect and caring that serve as the foundation for the promises by creating a fun, rewarding recognition program.

Implementation: The club integrates the “12 Promises” into its day-to-day operations by publishing a Promise of the Week, which is reviewed by associates in pre-shift meetings, and by providing Promise pins which associates wear above their name tags.  This ensures that all staff is very familiar with and constantly aware of each Promise while interacting with members and guests.  The resounding feedback from members on improved service levels and quality has been traced directly to the “12 Promises” program via comment cards and direct conversations.

Name:  Ross P. Day

Club:  The Kansas City Country Club

Description:  This year, the golf course superintendent incorporated a new idea into the employee review process.  Instead of just concentrating on what the employee can improve, the superintendent included a questionnaire that asked the employee what club programs or areas could be enhanced.  Several employees voiced their desire that the greens staff should be included in the employee meals program.  Providing meals on site has enabled the greens staff to more effectively use their time by not having to go “around the corner” to get a meal, and it has eliminated overextended lunch breaks.  It has also improved the camaraderie between staff members by allowing them to sit down and have a meal together.

Implementation:  This idea was implemented through collaboration or executive chef and golf course superintendent on meal ideas that could be transported down to the turf care facility.  A member of the kitchen staff prepares a variety of different meals three days a week that are then picked up by a member of the greens staff and transported down to the turf facility.

Name:  Eben Molloy, CCM

Club:  Farmington Country Club

Description:  Farmington’s Front Office staff meets once a month to act out service scenarios.  Through a role play format with other employees, different service issues and emergencies are experienced first hand.  A discussion follows each scenario in which staff analyzes the issue and determines the best response.

Implementation:  This ideal response to each role play is recorded and organized in a service recovery manual which is used as a guide when service and emergency related issues arise.  The manual enables staff to follow the correct procedure while upholding Farmington’s overall goal of member satisfaction.  As a result, the Front Office staff is equipped to provide first rate service to members and guests.

Name:  Jamie Dollinger

Club:  Manasquan River Golf Club

Description:  The Bowling Tournament for all the staff allows everyone to get together on a different level.  The teams are picked from a hat and each team can dress to their own theme.  It strengthens the teamwork of all departments.

Implementation:  The members laugh when they see the pictures.  They, of course, are the ultimate winners by having a stronger more unified team of employees.

Name:  Marisu Jimenez

Club:  The Athenaeum

Description:  “You are an Essential Piece” was a theme for 2006.  Employees are recognized, celebrated, and congratulated throughout the year, which provided incentive and pride in their work.  This, in turn, gets passed on to our members, who receive the highest standard of service.

Implementation:  Employees of the Month are introduced to the House Committee, presented with a pin, a plaque, and awarded a bonus.  They are featured in the monthly newsletter, enabling Club members to get to know the staff who make their visits pleasurable.  Dishwashers, housekeepers, maintenance staff, cooks and administrative staff are acknowledged as an essential piece of The Athenaeum.

Name:  Tommy Janney

Club:  The Country Club of Virginia

Description:  International Language – We employ a large Chinese-speaking staff.  We have two ladies from the local Chinese community who attend our monthly staff training meetings for no charge.  They translate the materials to our new staff.  The staff are able to understand the material, participate in class, and better interact with the English-speaking employees.  The translators are also available for three-way phone conversations when needed.

Name:  Gregory Webb, CCM

Club:  The Kansas City Country Club

Description:  We are part of a Training Challenge with nine other clubs across the country.  Our staff is committed to offering training at various days and times with enough opportunities that everyone could attend.  Most employees choose to attend the session put on by their home department, but they are free to go to as many as they want in a given week.  The topic list is fairly wide open, but we require that not just managers lead the sessions.  We have gotten a lot of employees out of their shells by letting them do a 30 minute session on what they are passionate about.  Each session begins with the Missions Statement and ends with a round of applause for the trainer.

Implementation: It all started in Hawaii at a conference workshop by Jim Paluch of JP Horizons.  Jim’s mission to energize a zillion people and he got me going.  He offered all the clubs represented at the workshop to join, for free, his training challenge at JPHorizons.com.  This web based training challenge provides all the tools to train a diverse staff for 52 consecutive weeks.

To implement the idea we had a teleconference with Jim, the other clubs and all our respective department heads.  We all learned how it worked.  We then kicked off the challenge with a session call Introduction to the Training Challenge.  We had some rules about length of time and frequency of offerings.  The staff loved it.

Name:  Chris Almond

Club:  Cherokee Country Club

Description:  This concept has been presented to the board for their review.  Since it was not encompassed in our renovations project, we are hoping to include it in 2007/2008 budget which begins in April.

Implementation: The project is still in developmental form.

Name:  Philip R. Kiester

Club:  Farmington Country Club

Description:  Farmington has improved its all employee meetings so they are interesting and well attended without increasing costs.  Once each quarter, Farmington’s General Manger Phil Kiester hosts a meeting for all Club employees.  Meetings provide an opportunity to celebrate our successes, introduce new staff, and discuss issues of common interest.  These all employee meetings are anticipated with enthusiasm and always well attended.

Implementation:  Delicious refreshments that creatively reflect the theme of the meeting, prepared and served by our own staff, are a big draw.  Musical and vocal entertainment provided by our employees, is enthusiastically applauded.  And when we have a special accomplishment to celebrate, we bring in the UVA marching band!  In a recent satisfaction survey, 90% of our employees agreed that these meetings are informative.

Name:  Ross P. Day

Club:  The Kansas City Country Club

Description:  This year, during the week leading up to our secret Santa gift exchange we created “Week O Fun”.  This added some fun and excitement to the always busy holiday season at Club.  A little surprise was snuck into your mail box.  The surprise could be from you Secret Santa or another person’s Secret Santa just to throw everyone off.  The surprises were inexpensive and festive, such as holiday notes, Christmas candy, and more.  The whole process kept everyone guessing who could be their Secret Santa throughout the week.

Implementation:  This idea was though of and implemented during the drawing of Secret Santas.  The idea came about to help limit the gossip during the week leading up to the big exchange and to make it more fun.  The gossip of who’s got who for their secret Santa, that is.  This idea also added a little confusion to all the participants involved.

Name:  Bryan M. Bahman

Club:  La Cumbre Country Club

Description:  Education and an educated staff is of great interest to both our members and our staff.  With education in mind, the Santos Open Tournament is played annually.  Starting with 2 foursomes and swelling to 120 participants this past year the tournament has taken place the last 12 years.  Participants and non-participants in the tournament contribute to this fund.  The tournament is named for an outstanding men’s locker room employee that served the golfers at the club for 35 years.

Implementation:  Club members are happy to play in the tournament.  The majority of our employees have been with the club for many years.  The members know them well and are interested in their families.  The employees are happy to have this kind of support from their employer. TI is good for morale and for employee retention.  It takes little time to administrate and is not an added expense to the club.  The club benefits by having a better educated staff and a staff that encourages their children to go to college.

Name:  Gregory Webb, CCM

Club:  The Kansas City Country Club

Description:  To lead a training on communication difficulty, the Chef and I reenacted the famous “Who’s On First” routine made famous by Abbott & Costello.  We called ours “Who’s on Broiler” and used kitchen positions in place of baseball positions.  The unique fun presentation was a great right-brained way to get the staff thinking about daily communication difficulties and ways to overcome them.

Implementation:  I downloaded the script off of the Internet and selected Chef as my presentation partner.  I re-wrote the script and we practiced.  We did the act spontaneously at a training meeting and the staff really enjoyed it.  We debriefed the exercise with a quiz asking the participants to tell us who worked where.  It was a challenge for them, they ended up having to work in pairs. 

Name:  Ryan Spence

Club:  Atlanta Athletic Club

Description:  This idea has promoted teamwork through wellness, diet and exercise.  Employees are healthier and calling in sick less.  This idea has broken down barriers through departments by building relationships.

Implementation:  Member reactions are very positive that this idea has kept our employees healthy.

Name:  Edmund Mielck

Club:  Farmington Country Club

Description:  The Farmington Grill managers found it difficult to communicate with its staff due to their varying schedules.  A communication central was created to remedy gaps in communication between managers and staff.  Through use of the communication center, managers can distribute procedures, menus, weekly goals, and other information to staff in a timely manner.  Managers can also see which employees have not received the information.

Implementation:  Sixteen plastic holders were hung on a wall to form an inexpensive and durable mailbox system.  Each holder is labeled with an employee’s name and photograph.  As a result, staff is informed and able to provide premier service to members.

Name:  Gregory Webb, CCM

Club:  The Kansas City Country Club

Description:  We allow our culinary student employees to dine out at a well know upper-end restaurant of their choice at our expense.  They get to experience fine dining form the other side and are asked to write a comprehensive review.

The employee students first of all appreciate the opportunity to dine where they normally could not afford to, but more than that they learn a great deal about the importance of presentation, coordination with front of the house, wine pairings, being true to menus, etc.

Implementation:  we do a group outing that is similar, but it is not the same as a two-person dining experience.  The Chef came up with the idea and it has been a hug success.  We approach the student/employee when we think they are ready and lay out the guidelines.  Their review gets posted in the kitchen, so the pressure is on to get it right and be thorough.

Name:  Bryan Bahman

Club:  La Cumbre Country Club

Description:  Shoes for Crews is a slip resistance footwear.  It is “the best defense against slips and falls”.  There are different styles to choose from, anyone can wear them, and it has comfort and style.  Our club offers employees to purchase shoes through payroll deduction.  The club also pays half the cost of any whose the employees purchase.

Implementation: we implemented this program by putting it in our benefits program handouts.  We also post up catalogues along with order forms to their immediate supervisor of the office.  Our employees appreciate this program because it gives them the benefit of having safe working shoes, without hurting their pocket.

Name:  Ross P. Day

Club:  The Kansas City Country Club

Description:  This year through a little thought and perhaps some creative use of technology we created a more effective way to communicate the weekly specials to the serving staff.  In the past, chef would go over the specials in line-up and the servers would jot down notes.  We now provide a picture of the food and the description of the dish to each server before line up.

Implementation:  The idea was implemented after we found ourselves doing costly line-ups a couple of times a week and still not covering our entire audience.  Now by asking servers during the Front of the House line up, “Who has not seen the specials?” we are able to hand a card of the specials with pictures and descriptions.

Name:  George Schwab

Club:  Biltmore Forest Country Club

Description:  Web-Site - Allows employees to review and become familiar with the wide array of benefits they have at Biltmore Forest Country Club.  When employees are sufficiently informed about their benefits it improves moral, trust and confidence in the work place.

The web-site provides employees with 24/7 access to their many benefits and forms they need to access these benefits.

The web-site improves communication with employees by providing up-to-date information about their benefits and current events at the club.

Name:  Mitchell Platt, CCM

Club:  Woodholme Country Club

Description:  To celebrate the 30 year Anniversary of a Sous Chef, a retro special week featuring menu items from his 30 year tenure at retro pricing was offered.  In addition, we held an employee-only party and invited former employees that worked with him.  He was presented with gifts to include a watch and an all-expense paid trip for two.

Implementation: Club members loved the concept.  They got to eat some of their most memorable food items and at the same time honor Tony.  Each night Tony came out to meet the members, many of whom he had never met before.  His employee party was just as special and he had his family there to see and celebrate.  It was also a great lesson to our current employees in how the Club valued its longtime employees.