Agenda Packet_2026-03-03 - Laserfiche WebLink

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Response • the City of 2026 For •' • and River View GolfCourse AL • Launch social media campaign • Launch marketing campaign • Take over operations CourseCo Team Members • Michael Sharp • Tom Bugbee • Lee Finkel • Adam Pohl • CourseCo's Digital Marketing Team CUSTOMER Plan Elements Nothing will do more for a smooth transition than understanding and connecting with the customer base. Some anxiety about new and unknown is normal. This should be dealt with openly, emphasizing accessibility of CourseCo senior managers and its president. It is imperative to connect with the core constituents. In the weeks leading up to the transfer of operations, CourseCo corporate staff members will schedule times to meet, talk and play golf with each of the home clubs and such other groups and individuals as will be helpful. In addition, CourseCo will schedule a town hall style meeting during which CourseCo will formally introduce itself to the golfing community, speak to the future, ask for support for programs, and get acclimated in an upbeat atmosphere. Coupled with CourseCo's philosophy of retaining the majority of existing staff members, this process will allow the transition to be seamless to the customer. CourseCo Team Members • Michael Sharp • Tom Bugbee • Lee Finkel • Adam Pohl CourseCo does not plan to use any subcontractors to fulfill the requirements in the Scope of Work. Outlined below is just some of the programing and training we use to ensure proper management of resources and customer service. MANAGING RESOURCES Establishing the Image and Vision We believe that in order to ensure standards are met it is important that everyone agrees on the appropriate quality level for the facility. Each golf course is unique in infrastructure, budget, location and market. Based on this uniqueness, quality cannot be a standard across an entire portfolio of courses but rather must be defined to ensure consistent delivery. Our service plans at the courses have consistently placed the properties among the leaders in guest service in our organization. We expect the customer service interactions to lead the daily fee industry and be comparable to other CourseCo managed properties in prestige and similar expectations. Consistent Guest Experiences Far too often employees are hired, given some basic training and then left on their own. CourseCo's philosophy is that while upfront training is crucial to setting employees up for success, the ongoing training is what ultimately produces excellence. Depending on the employee group and department, regular training is scheduled anywhere between monthly and quarterly. The pro shop staff has been trained in CourseCo's proprietary customer service philosophy as well as up-selling techniques and tee sheet management to capitalize on revenue opportunities. kU 1�f=iI mco 16 — 92 3/3/202&ge 36 1