Table of Contents CART PERSONNEL POLICIES & PROCEDURES .............................................. 1 Rental Clubs ...................................................................................................... 1 The Practice Facility........................................................................................... 1 Practice Balls ..................................................................................................... 2 Picking the Range .............................................................................................. 2 Range Picker Operation ..................................................................................... 2 Ranger Picker Maintenance ............................................................................... 3 Range Balls........................................................................................................ 4 Garbage Cans.................................................................................................... 4 Washer and Dryer .............................................................................................. 4 Miscellaneous Chores........................................................................................ 4 What to do When There is “Nothing to Do” ....................................................... 5 Cleaning Golf Cars............................................................................................. 6 How to Properly Fuel the Golf Car ..................................................................... 7 How to Properly Charge the Electric Shuttle Cars ............................................. 7 Detailing Golf Cars and Rotation........................................................................ 7 Golf Car Battery Maintenance ............................................................................ 8 Golf Car Inspection and Damage Log ................................................................ 8 Cart Barn Procedure for Golf Cars ..................................................................... 9 Cart Barn Parking Schematic ........................................................................... 11 PLAYERS ASSISTANT POLICIES & PROCEDURES ....................................... 12 Player Assistant (PA) Guidelines ..................................................................... 12 PA Axioms ....................................................................................................... 13 How to Properly Monitor Pace of Play ............................................................. 15 Randall Oaks Golf Club - Pace Chart .............................................................. 17 Scented Ice Towels.......................................................................................... 18 Free Hot Beverages ......................................................................................... 18 First Aid Kit....................................................................................................... 18 STARTER PERSONNEL POLICIES & PROCEDURES .................................... 18 Key objectives .................................................................................................. 18 Additional Starter Responsibilities.................................................................... 20 Check Receipt Procedure ................................................................................ 20 What to do when there is “Nothing to Do” ........................................................ 22 Weather Safety Starters & Rangers ................................................................. 22 Cart Personnel / Starter / Player Assistant Policy Manual Receipt ..................... 24

CART PERSONNEL POLICIES & PROCEDURES

Rental Clubs •

•

•

Rental clubs will be brought into pro shop when cashier notifies you via radio that a customer has requested a rental set. Be sure ALL clubs are clean! Count/verify clubs in front of guest when processing transaction before they go out (for example: 1, 3, 5 woods & 3-SW, putter). Note the set make-up on the check out form. Tell the Pro Shop what number set is going out. The customer should return the rental set to the cashier to verify that all clubs match the set and all proper number clubs are in the bag to be sure a club has not been substituted or switched with a playing partner. Remove headcovers to check the woods. Count the clubs against the check out list to be sure the set is complete. After verification the customer’s security collateral will be returned. Clean ------- NEVER PUT AWAY DIRTY CLUBS Put Clubs in the Proper Place. Put Bag in Proper Locker.

Range Clubs Yellow clubs are used for Group Lessons Blue Clubs are for JR. Golf

The Practice Facility When it comes to the practice facility, your responsibilities include: • Making sure there is an adequate supply of clean practice balls at all times • Knowing the inventory and upcoming tee sheet reservations in order to anticipate when the next range pick is necessary • Picking high volume areas first if low on practice balls • Cleaning range balls after each time they are hit • Arranging the bag racks to be properly spaced and aligned • And keeping the area free of trash, broken tees and cigarette butts Depending on staffing levels, we may utilize you as a range attendant to offer added service to the customer. As Range Attendant, you should: • Clean customers’ clubs after they are finished hitting with each club • Provide tees to those who have forgotten them • Help customers carry their golf bags from their golf car to the area of the practice tee currently being used and back • Provide yardages to each available target • Monitor the warm-up of each group and keep them abreast of their remaining practice time available before they need to proceed to number one tee 1

•

Personally call each group to number one tee at the appropriate time

Practice Balls There are several styles of ball washers that operate in different ways. The main thing is that they be operated safely and correctly. All types of ball washers must be cleaned thoroughly. The water in the basin must be drained nightly and refilled or as needed. Attempting to clean golf balls with dirty water will not accomplish the objective, for obvious reasons. Dirty water can leave the practice balls with a bad odor as well. Customers notice the odor immediately when the reach for a ball to tee up.

Picking the Range In order to facilitate the mowing of the practice range, it is necessary to pick the entire practice range completely clear of balls when directed to do so. Most practice balls cost approximately $.55 each. Not only do they cost money to replace, they can cause serious damage to the mowing equipment. The dollars for repair of damaged mowing equipment is very expensive, not to mention downtime while the equipment is repaired. It all adds up quickly. When picking the range clean in preparation for mowing, it is helpful to take our special range tool with you to pry balls that are partially submerged in the ground. This happens during wet conditions or when balls are rolled over by the range picker tires. This process can save literally dozens of balls each week. It also can keep the staff from having to pick the range as often during the day, which cuts into time designated for customer service opportunities. Be thorough when picking! It is your responsibility to have the range picked clean for daily operation. This also includes: • • •

• •

The perimeter boundaries on holes 9 & 10 and target greens each night. On Sunday nights both west and east ranges are to be clean picked. On Sunday, Tuesday, and Thursday both driving ranges are to be broken down and target greens cleaned off. Pick up all of the ball on banks in front of both range tee decks. Divots need to be raked and picked up on BOTH ranges every night, both ranges should be picked daily as needed. Shag balls daily along holes 1, 3, 9, 10, long of west range and bushes.

Range Picker Operation There are many different types of range pickers and they are all expensive to repair and maintain. It is critically important that care be taken at all times while operating this piece of equipment. The effectiveness and efficiency of the range picker will vary greatly depending on the care with which it is operated. The

2

blades that pick up the practice balls must be protected at all times. Running into objects on the range can easily damage the equipment beyond repair. The first thing you will notice when operating a push-type range picker is the very wide turning radius the unit requires. Keep this in mind when maneuvering close to immovable objects. Making a last second evasive correction is nearly impossible, and the consequences are expensive in terms of lost time, money and aggravation. Optimal Performance can vary depending on: Ground speed, height of grass, moisture on the ground, and condition of picking unit.

Ranger Picker Maintenance Just like any gasoline or diesel engine, having the proper oil level is critical to the performance of the vehicle. If oil levels become too low, it will cause irreparable damage to the engine. Ask your supervisor for specific training on the basic maintenance items relating to the particular range-picking unit at your golf club. Always check the fuel levels prior to picking the range. Running out of fuel in the middle of the range is dangerous and time consuming. Before each pick of the practice range, make a point to inspect all tires for adequate pressure. Low tire pressure could indicate tire damage or puncture. Again, repairing a tire in the middle of the practice range is both dangerous and time consuming. Other than the picker blades, the hitch and mounting units that connect the actual picking unit to the push vehicle are the most susceptible to damage and wear. If the hitches do not fit properly, significant damage will occur. Notify your supervisor at the first sign of improper connections. Other Range responsibilities include: • Retrieving range balls in close proximity to the front of the hitting stations so golfers will not be tempted to pick up nearby balls and thereby endanger themselves. • Picking up baskets. • Fixing alignment of tee station ropes. • Filling in divots. • Operating picker in a safe and responsible manner. Any instances of reckless driving will result in disciplinary action or dismissal. • Wearing safety glasses and ear protection when you are picking the range when range it is open and people are hitting.

3

Range Balls • •

• • •

Empty the token dispenser and bring tokens to the cashier in the pro shop. Make sure all range baskets are kept neatly stacked alongside range ball machine. All range mats should be orderly and aligned and have a tee. If the tees need to be replaced, do so. All mats should have a club stand and they should also be aligned with other mats. The balls must be cleaned before putting in the machine. Take out the damaged balls. Keep leaves, sticks and any other debris from going into the ball washer and ball machine. Re-wash any dirty balls. If there is time let the washed balls dry before they are loaded back in the machine. If they still come out dirty change the washer water. Ball washer water should be cleaned every day.

Garbage Cans • •

Garbage cans should be emptied every night and as needed. Pick up/sweep up any debris around the containers.

Washer and Dryer • • • •

Clean the lint trap in dryer before using. If there is a pile of dirty towels wash, dry and fold them. DO NOT OVERFILL THE WASHING MACHINE!!! Wet towels should not be left in the dryer or washing machine. If there are towels left in the dryer fold them.

Miscellaneous Chores •

• • •

Water coolers should be checked throughout the day to make sure there is water available for golfers. Coolers need to be carefully monitored on extremely hot days. Water coolers should be cleaned weekly. See a supervisor for proper cleaning procedure. Spike cleaners should be cleaned and swept daily. Each morning flags should be raised. American Flag always goes up the pole first and is lowered last each night. Never let the flag touch the ground. Flag should be tri-folded each night unless it is wet. If it is wet hang on a hanger to dry before folding.

4

What to do When There is “Nothing to Do” Order of Priority 1. Immediate Customer Needs. Make sure there are adequate supplies for upcoming hour's activities.

2. Maintenance of High Exposure Customer Contact Areas. Guests receive input from surroundings. The best service means nothing if the basic needs and customer contact items are not maintained.

3. Immediate Service Opportunities. When the basics are taken care of move on to the "crowd pleasers."

4. Upcoming Customer Needs (2-3 hours). Based on the number of golfers on the course and reservations on the tee sheet, anticipate upcoming customer needs.

5. Upcoming Service Opportunities (2-3 hours). Planning and preparation is critical to execution.

6. Next Day's Business. Prepare by cleaning, prepping, restocking supplies and maintaining critical customer contact areas.

Outside Service • Enough prepared golf cars in staging area for next hour. • Adequate supply of clean practice balls for next couple hours. • Enough prepared ice towels for next couple hours (warm weather only). • Clean dirty golf cars. • Pick and clean practice balls. • Trashcans/ashtrays at entryways. • Check ice and water in coolers at 1:00pm & 4:00pm (minimum). • Trashcans on course. • Wipe down counter tops/restock restrooms. • Pick-up trash, broken tees and cigarette butts in parking lot/clubhouse grounds/putting green/practice facility. • Move dirty golf cars to cleaning area. • Rake divots on practice tee. • Detail golf cars. • Clean and inventory rental clubs. • Maintain personal appearance and uniform standards. • Fills divots on range tee. • Refill sand divot bottles on carts. • Sweep spike cleaners. • Assist customers in golf car staging area. • Assist customers at practice facility. • Offer hot coffee to players on course (cool weather/manager approval). • Distribute ice towels on course and practice tee (warm weather/manager approval). • Clean obviously dirty customer clubs at staging area or practice tee. • Dialog with guests using their name (if possible) at staging area, cart return area or practice tee to inquire about experience. • Perform forecaddie service (with manager approval). • Preparing golf cars. • Picking and cleaning practice balls. • Ice and water in coolers. • Trashcans. • Clean rental & demo clubs, make sure rental sets are complete. • Restock Player Assistant golf car with recycled golf balls and supplies. • Analyze tee sheet for upcoming needs. • Secure clean towels. • Sweep/organize cart barn. • Drain, clean and refill ball washer machine. • Wash, dry and fold dirty towels. • Check that tee mats are lined up with marks on path. • Pick and clean practice balls. • Clean off target greens. • Restock golf car supplies. • Detail 2-5 golf cars. • Refuel/recharge golf cars. • Check water levels in golf car batteries. • Wipe down/restock restrooms. • Sunday, Tuesday & Thursday break down both ranges and clean off target greens. Pick up balls on range tee banks in front of tee deck. • Sunday nights: pick both ranges clean. • Rake and pick up divots on both ranges every night. • Shag balls along holes 1, 3, 9, 10, end of west range and bushes. • Return all food & drink utensils to the clubhouse grill. • Bring in water cooler s from course and place on “dirty” rack. • Take down and fold flags from flagpoles on front drive circle.

5

Cleaning Golf Cars A dirty golf car reflects negatively on the entire facility. The Real Boss, the customer, doesn’t want to step into a golf car with mud and grass left on the floor mats and trash in the console by a previous user. Additionally, customers tend to take better care of a clean, smoothly operating golf car than one that is dirty and in disrepair. The golf car must be clean from all angles, because the customer will see the golf car from all angles throughout the day. The most critical areas are those visible to the customer while sitting in the golf car: • Steering wheel • Scorecard holder • Floor mat • Personal belongings compartment • Cup holders • Windshield • Dash board The cleaning of golf cars starts with removing trash, refilling sand bottles and inspecting the exterior for dents and damage. The basic rule of thumb is to start with the top and work down. • • • •

•

•

•

•

The roof of the golf car needs to be cleaned from time to time, but is not a daily practice. The seats should be cleaned with soap or vinyl cleaner on a regular basis, but not daily. Clear the glove compartments of trash, and be sure to look for small particles that collect in the corners. Inspect the area on the steering wheel under where the scorecard is placed for pencil marks or writing. If there are any, use an eraser or soap and water to remove any markings. The body of the golf car needs to be washed thoroughly to remove dirt and other marks. It must be wiped down after washing in order to prevent watermarks. The floor mats will be the place that collects the most dirt and grass. They should be cleaned with a spray nozzle attached to a garden hose. The accelerator and brake pedal should also be free of any dirt or debris. The manufacturer recommends that the components in the battery/engine compartment be rinsed off once a week using a garden hose with a spray nozzle attached. This includes the batteries, gasoline engine, wiring, chassis, etc. The components are all water resistant and perform best when they’re kept clean. Cleaning under the wheel wells prevents corrosion and also improves the performance of the vehicle over time. To keep dirt, grass and mud from building up under the wheel wells, daily cleaning using a garden hose with spray nozzle is required. 6

•

Clean windows and sign holders. ONLY WINDOW CLEANER SHOULD BE USED, NO ABRASIVE MATERIALS (USE ONLY SOFT TOWELS, NOT PAPER TOWELS) SHOULD BE USED TO CLEAN/DRY PLASTIC WINDOWS.

The tires and hubs need to look sharp as well. Just like with your personal vehicle, clean tires that have been treated with tire dressing can improve the whole appearance of the car. Detailing golf cars on a 3-4 week rotation should help assure that the tires stay looking good. DO NOT apply tire dressing or Armor-All type products to floor mats or brake pedal of carts! This creates a very slippery and unsafe surface.

How to Properly Fuel the Golf Car To properly fuel the car, place the fuel nozzle into gas tank filler neck. Stop filling tank when fuel level is approximately 2 inches from the top of the tank to allow for expansion during warm weather. Be sure to replace fuel tank cap to prevent spills, damage to grass and environmental harm. Set aside a specific day each week for refueling the fleet of cars. This avoids the awkward situation of leaving unhappy customers needlessly stranded on the golf course with an empty gas tank that everyone forgot to refill.

How to Properly Charge the Electric Shuttle Cars To properly charge an electric golf car, start by making sure the key is in the off position or removed completely. Put the car in neutral. Insert the charger plug securely into the receptacle. Examine the battery charger dial to verify the golf car is charging properly. After charging, wrap the charger cord and hang it above the roof level to prevent snagging when moving the golf car.

Detailing Golf Cars and Rotation Detailing golf cars keeps the entire fleet looking new. It is great to get into the habit of detailing a few golf cars each night. Each car should be detailed once a month in season, 20-25 cars per week. Detailing Rotation - Keep track of the golf cars within each row that have been detailed. After all cars in a particular row have been detailed, then move to the next row. This will assure a proper detailing rotation. Items that need to be detailed on a golf car: • Tires • Floor mats (Do NOT apply tire dressing or Armor-All) • Water spots • Wheel wells • Bag racks • Glove compartments • Everything vinyl 7

• •

Pencil marks on scorecard holder Water level in batteries (Check with a supervisor for proper procedure)

Golf Car Battery Maintenance Lift seat and inspect wires and terminals periodically. Dirt and corrosion can build up, causing serious damage to the battery. Use a garden hose with a spray nozzle to hose off the batteries and connections once a week to prevent corrosion build-up. Don’t be concerned about over-spraying or getting electrical connections wet. The components are all water resistant and perform best when maintained in clean condition. You will need to check water levels in the batteries as part of the detailing process.

Golf Car Inspection and Damage Log Every staff member should inspect golf cars as they are driven to and from the staging area. Any problems or issues should be immediately recorded on an inspection/damage log. Items that should be inspected for daily: • Inoperable reverse buzzer • Torn seats • Dents in the body or other external damage • Damaged or missing bag straps • Fuel level or battery charge • Cuts or golf tees in the tires • Low Tire Pressure. Low tire pressure is the leading cause of flat tires on the golf course because there is not enough air pressure to keep the inner edge of the tire sealed to the metal rim. The additional weight of two riders and golf bags on a cart traveling over small bumps on the course causes the sidewall of a low-pressure tire to flex, lose the rim/tire seal and go flat immediately, leaving two golfers stranded out on the course. Easiest way to instantly check for low tires is to simply push against the tire with your shoe. You’ll quickly notice the low tire feels spongy to your effort. A properly inflated tire will feel very firm. You should also be able to detect obvious signs of mechanical problems such as: • Sticking forward/reverse switches • Jerky acceleration on starting • Faulty steering • Bad brakes or brake release • Difficult forward/reverse shifting • Rattles or unusual engine or motor noises You are the first line of defense in keeping the golf car fleet in top working order and appearance. You are also the first proactive step in minimizing our liability rising from an unsafe operating condition. These checks may seem insignificant, 8

but they are all vital to safe operation and longevity of the fleet. At a total investment of around $300,000 for the fleet, this adds up to considerable cost savings over time. Keeping the entire fleet in top condition is very important, especially on busy days. If golf cars are not available due to damage or mechanical breakdown, this causes problems for customers who must wait until one returns from the course. The customer often becomes upset when they are unable to get a golf car when they need one. It is a poor reflection on the club and sets a bad tone for the start of the customer experience. •

• • •

•

• • •

•

Safety checks should be made for all cars before they go out for the day. Use the “DO NOT USE IN NEED OF REPAIR” signs if needed. Do not send out unsafe cars! Any problems should be documented and brought to a Golf Pro's attention. When bringing cars out fill sand bottles if needed. Cars should not be driven in a reckless manner. Failure to follow this rule may result in disciplinary action. Do not sweep any grass or any other debris into the water pit. Sweep up and place any garbage in the receptacle and grass in the container on the wash pad. Empty the container at the end of the day in the nursery. After use, check cart for obvious signs of damage. Record all signs of any damage on sheets and report damage and cart number to Pro Shop personnel. Care should be taken when driving cars into the barn and parking to prevent damage. Do not park cars in grass by gas pump. Change flat tires or fill with air if appropriate and no object (golf tee) has punctured the tire. Use the “DO NOT USE IN NEED OF REPAIR” signs if needed. Park cars in proper place, (observe the yellow lines). Always park with the wheels facing straight ahead.

Cart Barn Procedure for Golf Cars This is a schematic that shows how the cars should be parked in the building at the end of each day. • • •

•

Cars should be pulled out in number order 1 – 22 first. After these first 22 Cars are used go to the sign that Start Here says: “Start Here. Go This Way” Go This Way Start pulling cars from that row and move the sign to the next row following the arrows until that row is depleted. When you reach slot number 72, proceed to slot 73 and pull cars from that area until you reach slot 78. When car slot 78 has 9

been used move to slot 23 and continue following the sign. When cars are finished with use, replace them in the building starting where the start here go this way sign was originally located. For example: The “Start Here Go This Way” sign is located at car slot 50. After pulling out cars in slots 1 – 22, cars are then used starting at 50 and proceeding to slot 72. From slot 72 you should proceed to 73 – 78. When cars in slots 73 – 78 are done move to slot 23. If on this particular day the last car to be used came from slot 31, the “Start Here Go This Way” sign should then be placed at slot number 32 for the next day. As cars come in from the day they should be parked starting at slot 50 and proceeding in number through 31 until that section is full. Cars should then be parked in descending number order from 22 to 1 until barn is full and the day is complete. Note: Cars that need repair should be parked in the area of slots 73 – 78 and have this sign placed on them: DO NOT USE IN NEED OF REPAIRS

10

16 17

18

13 14

15

10 11

12

SAN D

Dryer Washer

Storage Room

28 31 34 37 40 43 46 49 52 55 58 61 64 67 70

Utility Room

11

74 76 78

21

29 32 35 38 41 44 47 50 53 56 59 62 65 68 71

Desk

Trash

1 2 19 20

73 75 77

Bev Cart

24

CLUB STORAGE

22 23

SPIKE CHANGE/ STORAGE ROOM

25 26

27 30 33 36 39 42 45 48 51 54 57 60 63 66 69 72

3

Shuttle

Ball W asher

Refrig

Shelves

5

Shuttle

9 8 7

6

4

Bev Cart

Cart Barn Parking Schematic

PLAYERS ASSISTANT POLICIES & PROCEDURES Make sure radio is in working order before leaving the Pro Shop. Be alert for missing flags and tee markers, or damage to the course, ball washers, signs, and water coolers. Make sure water is available at all times. Inform the Superintendent immediately if any damage or unsafe conditions are observed. Maintain pace of play on the golf course. Keep a safe distance from all approaching players. Respond to all patron problems, inquiries in friendly a courteous manner. Respond to emergency situations and maintain dialogue with Pro Shop regarding necessary measures. No coolers or outside beverages are allowed on the course. No bottles of any kind are allowed on the course. First Aid kit should be on the cart at all times.

Player Assistant (PA) Guidelines Player Assistants have one real code to live by: Help all the Guests have a great entertainment experience. This is accomplished by adhering to the following standards, which form a basis for your actions and communications. Observing golf course etiquette is paramount to providing service and is least disruptive to the guests. Actions speak louder than words, and what you do should demonstrate respect and consideration for every golfer. The basic golf course etiquette rules for all staff include: • Avoid any movement, talking or making noise while golfers in your visible area are hitting or preparing to hit their shots. • Do not park your golf car in or near the landing area of any hole. This is both dangerous for you and disruptive to the golfers. • If you are carrying a radio to communicate to the other staff members, turn the volume down to where you are the only one who can hear it or connect a headset. • If you carry a cell phone, put in silent or vibrate mode. Additionally, Player Assistants need to take care to avoid the following negative actions, which tell guests they’re not your top priority: • Looking for golf balls during your shift or anytime golfers are around. • Driving in places prohibited to golfers. • Driving past a group of golfers that are being held up by slow play and saying nothing. 12

•

Shouting at a group that is playing slow instead of offering to help.

PA Axioms In addition to these standards, PAs need to adhere to these 9 axioms: 1. Just because a group is behind pace of the group ahead of them, it doesn’t mean they are playing slow. Always check their time and position in comparison to the pace of play grid. 2. Early detection of slow groups is the key! This can be detected by the starter and communicated to the golf shop and front-nine PA. If you are working as starter and a group struggles significantly getting off the first tee, contact the golf shop and front nine PA immediately. It could be a group of beginners, players with very poor skill level or players that have health or agerelated issues that limit their mobility. In these cases, additional service by the PA may be the only option. Circulating the course once per hour keeps situations from becoming out of control. 3. Know where the trouble spots are on our course and monitor these areas more frequently. There are a number of obstacles and conditions on the golf course that cause problems for golfers such as difficult holes due to hazards, length, native grasses, etc.; drivable par 4’s; blind tee shots; and early morning sun. These situations will undoubtedly take different tactics to keep play moving. The key is to identify and address each of these before they become a problem and continually monitor them throughout the day. Helpful Hints in addressing each of these problems: Early morning sun, #2 – Be prepared to assist players with tracking their shots and finding balls to speed play until the sun angle is no longer an issue. Drivable par 4’s, #4, #8, #14 – Be prepared to assist players by informing them when it is safe to hit or, if need be, have the groups on the green mark their balls, stand in a safe location and let the approaching group hit. Blind Tee Shots, #3, #4 – Be prepared to station yourself at a safe vantage point where both the teeing area and the landing area are visible. You can then notify the golfers when it is clear to hit. Native grasses, #5 – Be prepared to help players find shots that were hit into the native grass areas to speed play or offer them one of your recycled balls to drop and continue play without further delay. Stopping between nines, #9 to #10 – Monitor the turn for players stopping to order for food & drink items – especially golf outings. Our grill service can typically fill orders within 4-6 minutes without causing a delay at the 10th tee. If a group chooses to “dine-in” then you should inform them they have possibly lost their turn at the 10th tee until you are able to work them back into the line up with other groups making the 13

turn. Be prepared to run food orders out to groups on the 10th tee to speed play and keep groups moving. 4. Communicate issues immediately to the Golf Shop and Starter. If slow play is identified, it is critically important to notify both the Golf Shop and the Starter immediately. The slow play obviously needs to be addressed, but communication is key. Oftentimes, the Golf Shop or Starter can help with the situation. If the back up is on one of the early holes and the back nine is available, they may send play there. This information can also be communicated to the golfers getting ready to play, so that they know that there is an issue and it is being addressed. Taking an honest and proactive approach is ALWAYS the best route. 5. Its best to use positive reinforcement and incentives rather than punishment and embarrassment. The idea is to take what is sure to be a tough message for the golfer to receive and turn it into something very positive. In many cases, golfers are playing with clients and friends they don’t want to be embarrassed in front of. This is a great way to communicate the point without putting them on the spot. Group is playing slow, first time to address (Free golf balls to slow groups). Here is an example of an approach to use when addressing a group for the first time that is playing slow: (PA) “Gentlemen, based on your actual tee time, your group has fallen about 15 minutes behind our targeted pace of four hours and 23 minutes for 18 holes. I would like to ask a favor of each of you. Please accept these golf balls to use (from your supply of recycled golf balls give the group 4-6 balls) when you are near the water or woods. When you lose one, just drop another down in the fairway where you lost the first one and play from there instead of spending time searching for the lost ball. By doing this and playing ready golf, you will hopefully catch up. Our golf course and the groups behind you will greatly appreciate your efforts. Thank you in advance for helping us out.” Group continues to play slow, 2nd notice. Here is an example of an approach to use when addressing a group that continues to play slow for the second time: (PA) “Gentlemen, I see that you are still struggling to keep pace. As the Player Assistant, I will be accompanying your group to help speed up play and provide service. My services will include course information, raking your footprints in bunkers, tending the pin and anything else possible to help you and the groups behind you enjoy their round of golf here today. Thank you in advance for your support and understanding.” 6. On days with a solid tee sheet, once a group putts out on 18 with a poor time, there is little to no chance to recover for the remainder of the day. If we have a booked tee sheet for the day and an early group putts out on the last hole in 5 hours, the pace of play is ruined for the entire day. There is nothing that anyone can do other than talk to a manager about giveaways 14

(such as free sodas from bev cart) just to keep golfers’ minds off the slow pace. That is why constant monitoring of turn times and pace of play grids are a necessity. 7. Letting groups play through slow groups on busy days does not accomplish anything and typically makes things worse. Unless the group picks up their pace, they will continue to be a bottleneck throughout their round. They will be forced to let group after group play through them. Instead, help each group keep pace with the one in front of them. On days that are not busy, it may be advisable to let groups play through, especially threesomes or twosomes playing through foursomes. In every situation, however, each group should be encouraged to keep pace with a 4 hour and 23 minute round of golf. 8. When golf cars are restricted to the path only, encourage golfers to take multiple clubs with them to hit approach shots. Starters and PAs should remind golfers of this, both as a service to the golfer and because it helps with pace of play. 9. A group can play poorly and still keep pace by playing ready golf. In virtually all cases, unskilled golfers should be able to keep up with a reasonable pace of play. Encourage them to play ready golf. As soon as they get to their ball, they should be prepared to hit when safe and not observe honors. This practice applies on the tee, fairways (when safe) and putting.

How to Properly Monitor Pace of Play The PAs’ core responsibility is to help things go smoothly on the golf course by monitoring each group and ensuring that a good pace of play is maintained throughout the day. A good pace of play for our course is between 4 hours 23 minutes for a round. In order to accomplish this, PAs should follow these guidelines and operating standards: 1. The Starter must record the time at which each group leaves the number 1 teeing area on his or her copy of the tee sheet. 2. Circulate each nine holes twice per hour or 18 holes once per hour. 3. Determine the correct time-position for any group on the course by comparing their location to the current time on the pace of play grid. This grid establishes an exact time at which each starting tee time should be at a specific location on the golf course throughout the day. For consistency, the completion of a hole should be determined as the actual time the flagpole is replaced in the cup. If the group has arrived at the checkpoints earlier than scheduled on the chart, they are playing faster than the allotted time for 18 holes. If they

15

arrive at checkpoints later than scheduled they are playing slower then the preferred pace of play. Remember, a group may be playing slower than a group ahead, but is still considered to be “on pace” if they are arriving at the designated time checkpoints on schedule. 3. Radio the golf shop and starter with the corresponding turn times and finish times each hour. 4. Everyone should be able to quickly monitor play at all times by observing if tee times are running on schedule at number 1 tee and the turn times and the finish times are on pace.

16

Randall Oaks Golf Club - Pace Chart 1st tee start

10th tee start

Hole

Minutes per hole

Elapsed Time

Hole

Minutes per hole

Elapsed Time

1 2 3 4 5 6 7 8 9

15 14 14 14 16 14 14 14 16

+:15 +:29 +:43 +:57 +1:13 +1:27 +1:41 +1:55 +2:11

10 11 12 13 14 15 16 17 18

14 15 14 13 14 15 14 13 14

+:14 +:29 +:43 +:56 +1:10 +1:25 +1:39 +1:52 +2:06

Turn

6

+2:17

Turn

6

+2:12

10 11 12 13 14 15 16 17 18

14 15 14 13 14 15 14 13 14

+2:31 +2:46 +3:00 +3:13 +3:27 +3:42 +3:56 +4:09 +4:23

1 2 3 4 5 6 7 8 9

15 14 14 14 16 14 14 14 16

+2:27 +2:41 +2:55 +3:09 +3:25 +3:39 +3:53 +4:07 +4:23

17

Scented Ice Towels Scented Ice towels are a great service item that can leave a lasting positive impression on every guest. Scented ice towels can be made available to the customers by the PAs or beverage cart drivers. The towels are small 10”X 10” hand towels that are folded in half and rolled up in the shape of a cigar. The towels are then placed in an ice chest with water and mango hypoallergenic fragrance and then covered in ice. On hot days the ice towels are unbelievably refreshing. The customers using the ice towels wipe their face, neck, and arms and return the towel to the person distributing them. This outstanding gesture sends a message to customers that you care about them and you want their experience to be world-class. They will tell EVERYONE they know about the scented ice towels.

Free Hot Beverages Complimentary coffee from the PA cart or beverage cart can also go a long way in warming up the customer on a cold day (typically below 500) and creating a memorable positive experience for the guest. The rule is simple: when it’s hot, cool them off; when it’s cold, warm them up.

First Aid Kit A clean well stocked first aid kit should be kept on the PA cart at all times. Last PA person should leave the kit on the cart barn counter top so it may be used the next day. Once a week on a Monday the kit should be surface cleaned and examined to make sure it contains: 1) emergency gate keys, 2) bandages, 3) alcohol prep pad, 4) antiseptic towelette, 5) antibiotic ointment 6) ice pack 7) bee sting pads 8) personal protection equipment 9) CPR mask 10) forms for accidents, incidents, and DTPD property loss. Please remember that any forms you fill out are not to be shared with the public. They should be signed by a supervisor and turned in to the Administration department. If any supplies are needed fill out first aid supply form located in kit and give to the Administrative Assistant.

STARTER PERSONNEL POLICIES & PROCEDURES Key objectives • • •

To welcome guests Set expectations Provide course information 18

• •

Introduce the other service professionals on the course (PA, Bev Cart) Wish each player an entertaining round of golf

This is one of your best chances to dialog with guests. There is a great amount of information that can be shared with them, along with conversational opportunities to make each player feel special and welcomed. Each Starter will have his or her own style of conveying this information and dialoging. The important thing is to be pleasant, helpful and informative. Greet the group and introduce yourself. Then, provide any pertinent information. Some of the basic information that should be relayed to guests includes: • Current turn times and finish times • Cart path policy • Mulligan policy (when applicable) • Location of restrooms • Names of the PAs on the course • Who will be driving the beverage cart, how frequently to expect it and what products are available (learn the menu otherwise golfers assume we carry the same minimal and basic products as every other course) • Specific local rules • Any particular maintenance issues on the golf course • Unique features of the golf course that need to be mentioned • Potential inclement weather and what to do when warned of approaching storms As you can see, this is quite a bit of information to cover with each group. It is important to have each group arrive at the starting tee area 5-10 minutes before their scheduled tee time in order to cover all the material. While working as starter, strive to speak to each group as if they were the only ones you were conveying this information to. It is easy to get caught in a rut, saying the same thing to group after group in a mechanical manner. Keep your delivery fresh and try to make a connection with each group by asking them questions like: • If it’s their first time to play this golf course? If so, make sure to cover all materials thoroughly. • Where they usually play golf, if not here then why? • How they heard about our golf course? • How have past experiences been at this golf course? • If the group is made up of “regulars”, ask them what they enjoy the most about the course. • If their company hosts golf outings or if there is an upcoming special family event such as a wedding and who to contact. (Be sure to pass the lead on to the appropriate person) 19

All of this information provides information to management and as well as valuable sales leads for future business. In some instances, golfers do not care to converse with the starter, or anyone else for that matter. Starters need to be able to read guests and know how much dialog is enough. If they reply to your questions with short, abrupt answers, it probably means that they do not want to talk. These are usually the serious golfers or those who simply do not like conversation. Read the guest as quickly as possible, build as many relationships as you can, and know when to back off. Think of great waiters at a restaurant – they demonstrate this skill to perfection.

Additional Starter Responsibilities •

Starters should maintain communication with the golf shop.

•

Whenever possible players should be paired up on the first tee to complete a foursome. This minimizes the likelihood that smaller groups (less than 4 players) who typically play faster than foursomes will encounter slow play causing complaints and bottlenecks.

•

Players should be teed off with a minimum of 9 minutes between groups. Do NOT send groups off the tee faster! Maintaining this time gap will ensure proper spacing on the course. The target time for players pace is approximately two hours and 10 minutes for each nine (see pace chart).

•

Players should be reminded that if there is a risk of severe weather they should give themselves enough time to walk or ride back to the clubhouse if the course needs to be cleared for safety reasons.

Check Receipt Procedure •

CHECK RECEIPTS FOR: o Green Fees o Carts Fees (power and pull cart) o After checking, initial the receipt

•

Each person must have his or her own set of clubs with a golf bag.

•

Check to see if the dress code policy is met. (Dress code for Patron’s on page 1)

•

No coolers, outside beverages or food allowed on the course.

•

Everyone operating a cart (usually the driver) must fill out a cart agreement; all information must be printed out.

•

For riders, 2 carts per 4-some, 1 cart per 2-some. (Note: If a guest has a reasonable cause to require another single cart (smoker vs. non-smoker) we should try to meet the request) 20

•

For leagues keep an accurate account of all players and tee-times.

•

Call the Pro Shop with any questions.

MULLIGANS ON THE 1ST TEE If you are struggling with late tee times and golfers are taking a mulligan on the first tee, which causes back-ups or forces you to widen the gap of your tee time intervals, a good explanation might sound like this: “We are running right on time today due to our ‘no mulligan policy.’ Our guests that teed off prior to you were requested to not hit mulligans in respect to everyone playing behind them and we kindly make that same request of your group.” After that, if a guest insists on hitting a mulligan, just let it go. Avoid conflict if at all possible because it will accomplish nothing to confront the guest at this point.

21

What to do when there is “Nothing to Do” Order of Priority 1. Immediate Customer Needs. Make sure there are adequate supplies for upcoming hour's activities.

2. Maintenance of High Exposure Customer Contact Areas. Guests receive input from surroundings. The best service means nothing if the basic needs and customer contact items are not maintained.

3. Immediate Service Opportunities. When the basics are taken care of move on to the "crowd pleasers."

4. Upcoming Customer Needs (2-3 hours). Based on the number of golfers on the course and reservations on the tee sheet, anticpate upcoming customer needs.

5. Upcoming Service Opportunites (2-3 hours). Planning and preparation is critical to execution.

6. Next Day's Business. Prepare by cleaning, prepping, restocking supplies and maintaining critical customer contact areas.

Starters/Marshals • Enough prepared golf cars in staging area for next hour. • Adequate supply of clean practice balls for next couple hours. • Enough prepared ice towels for next couple hours (warm weather). • Clean dirty golf cars. • Pick and clean practice balls. • Empty trashcans/ashtrays at entryways. • Ice and water in coolers. • Trashcans on course. • Wipe down counter tops/restock restrooms in clubhouse and on the course. • Pick up trash, broken tees and cigarette butts in parking lot/clubhouse grounds/putting green/practice facility. • Sand divots on tee boxes and fairways. • Detail golf cars. • Maintain personal appearance and uniform standards. • Assist customers in parking lot. • Assist customers in golf car staging area. • Assist customers at practice facility. • Provide forecaddie service. • Check turn and finish times. • Communicate with golf shop 2X/hour. • Distribute ice towels to golfers on the course and practice tee during warm weather. • Distribute free hot coffee to golfers on cold days (managers approval). • Deliver food & drink orders to practice tee/1st tee as required. • Help golf shop with incoming calls. • Dialog with guests using their name to inquire about experience thus far. • Request golfers complete a customer survey. • Preparing golf cars. • Picking and cleaning practice balls. • Ice and water in coolers. • Trashcans. • Analyze tee sheet for upcoming needs. • Restock Player Assistance cart with tee sheet copy, tees, recycled golf balls, trash bag, broom, trash scoop, sun screen, ice towels, first aid kit and radio. • Secure clean towels. • Pick and clean practice balls. • Restock golf car supplies. • Detail golf cars. • Refuel/recharge golf cars. • Check water levels in golf car batteries. • Wipe down/restock restrooms in clubhouse and on the course.

Weather Safety Starters & Rangers If there is chance for inclement weather during the day the starter should inform all golfers checking in that there is a risk of severe weather during the day. The “Inclement Weather Possibility” sign must be posted on the Starter shed. All players should be informed that they should leave the course if there is lightning seen, thunder heard or if the course siren has sounded one long tone.

22

Monitor ominous weather conditions and report any lightning or thunder to Pro Shop personnel. PAs should also inform groups if there is a risk of severe weather approaching. PAs and Starters should inform patrons during the course of the day if there is a potential risk of inclement weather moving into the area. If one long tone of the siren is sounded PAs, Starters and all personnel should return to the clubhouse. As you return to the clubhouse you should sweep the course and inform patrons that the course is now closed and all players should return to the clubhouse immediately. Report to Pro Shop personnel any players who refuse to discontinue play.

23

Cart Personnel / Starter / Player Assistant Policy Manual Receipt I hereby acknowledge receipt of my Dundee Township Park District Personnel Policy Manual. I understand that the Manual has been developed for the general guidance of Park District employees and it is my responsibility to read and acquire an understanding of the information contained in the Manual. I have been advised that my supervisor, Superintendent of Administrative Services and the Executive Director are available to answer any questions I may have concerning the Manual. Furthermore, I understand that neither the Manual or any of its individual terms constitutes or represents binding contractual commitments on the part of the Park District, and that the policies, benefits, and rules described in the Manual can be unilaterally changed or discontinued by the Park District at any time without prior notice. I understand that at the Dundee Township Park District my employment is at will. This means that I am free to terminate my employment from the Park District at any time, for any reason, and the Park District retains the same rights. As policies are enacted or current policies are revised, I understand that I will be given additional or revised pages to include in the Manual. I agree to update my Manual as new pages are issued to ensure that my copy will remain an accurate resource on Park District Policies. As you undoubtedly know, the success of the Park District is measured largely in terms of the support and cooperation of the citizens it serves. For this reason, it is essential that all members of the Park District join together in working toward the objectives of providing quality service to the public. Employee Signature__________________________________Date___________________ Supervisor Signature__________________________________Date__________________

24