Duty Manager Training Verification

How has this idea enhanced your club's operation, etc.?

The Granite Club introduced a formal process to confirm that each Member Services Duty Manager, after completing training, is fully qualified to independently manage a shift, and ensure the health and safety of all building occupants. This includes documented assessments, and sign-off by Granite Club Management, verifying the individual’s knowledge, skills, and decision-making capabilities.

The impact of this verification is significant: it ensures Duty Managers are thoroughly prepared and empowered to handle operational responsibilities and potential incidents during their shifts. By implementing this structured approach, the Club strengthens leadership development, enhances training effectiveness, and sets these managers up for success in maintaining a safe, efficient, and Member-focused environment.

How was this idea implemented, and what have been the club members' reactions?

A policy and procedure document was created to outline the purpose and steps for completing the verification process. The details were developed collaboratively by the Director of Member Services, the Building Operations Manager, and the Security Manager. Verifications included in-person demonstrations of knowledge, and a 16-question quiz covering the fire system, building evacuation, and security scenarios. The procedure was tested on a Member Services Supervisor to confirm their qualifications to run a Duty Manager shift independently when circumstances require it.

[Please see chart on poster.]