Agenda Packet_2026-03-03 - Laserfiche WebLink

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Response • the City of 2026 For •' • and River View GolfCourse Customer Service, SWEAT Training CourseCo has developed our proprietary approach to customer service Ims (SWEAT), allowing for standardized expectations.Ta king inspiration from the hospitality industry and recognized leaders in guest service in other markets, we developed a simple way to provide direction and expectations for all staff .90 members during every interaction with a guest. Our SWEAT program is outlined as follows: SMILE Greet each customer with a positive and upbeat attitude, wearing a smile. WELCOME Welcome each guest to the property, every time you meet them for the first time during that visit. ENTHUSIASM Have a sincere enthusiasm in interactions with our guests. ASK Engage our guests in conversation by asking them a question. All staff members should ask questions appropriate for their role. THANK Staff members are directed to thank our customers for their visit at the conclusion of their interaction. Training Program Once the standards are set the message must be delivered to the employees who will ultimately be responsible for delivering the service and product associated with the agreed upon standards. In addition to daily management of the delivery the following training schedule is our minimum commitment: • During the transition to CourseCo management, all existing employees will attend a half-day customer service training seminar conducted by our corporate team. • All new employees are provided a new employee orientation, conducted by the General Manager, their first day on the job. • General Managers receive manager level customer service training twice a year. The focus of this training is how they can better teach their employees to deliver CourseCo's proprietary customer service standard —SWEAT • Monthly staff meetings all dedicate time on SWEAT training. • Quarterly Staff Training Sessions by CourseCo's corporate team conducted onsite at the properties. • Performance Standard and Experience Measurement. Measurement of Customer Service We have found that even with great planning and training it is necessary to measure consistently the effectiveness of an operation. While the financial statements will tell part of the story, we use the following mechanisms to provide additional feedback to our corporate team, onsite management as well as our client: • On-Line Guest Survey- Collected monthly, customer's direct feedback in several categories is monitored and reported. • Secret Shopper—Conducted monthly during the peak season these professional assessments give real feedback to management on the quality of the course, cleanliness of the facility as well as measuring customer service against our SWEAT standards. • GolfSat Survey—Conducted via the National Golf Foundation this survey is done electronically once a year to measure how the courses are performing relative to 1 #Jf;87G0LF prior year and relative to similar courses across the count. YCiF RM CO 16 — 93 3/3/202&ge 37 I '