River Club New Employee Service Orientation 2011

04/10/2023 Welcome Aboard! 1

Welcome to the River ClubDeveloped by Crescent Resources, LLC

Managed by East West Partners Club Management

River Country ClubNew Employee Orientation


Our Goals for Today Understand our Mission and our Vision and how you fit in. Know what separates us from our competition in Atlanta. Realize that you are empowered and that you have to seek

out opportunities to WOW members and guests. Understand our Service Standards and Core Values to

create an overwhelmingly positive experience for our members and our guests.

Understand the importance of the member-staff relationship and the high-end private club concept and know the history of the River Club.


The River Club The River Club is an exclusive, gated, private residential family- oriented

community with 375 residents at completion. Average home price is just over $2 million with 187 homes currently occupied. A total of 425 full golf memberships will be offered. The facilities have been built to the highest standard. The amenities of the River Club include:

Championship Golf Course Sports Center Clubhouse Nature Trail

All amenities were envisioned and designed to set a new standard for quality, service and attention to detail. Total cost > $30 Million

Crescent Resources LLC and East West Partners Club Management (EWPCM). Know the differences, but understand the relationship.


The Developer - Owner Crescent Resources

Crescent Resources is a leader in high-end residential development in the United States.

Developed Sugarloaf Country Club, Atlanta’s best selling luxury community in each of the last 10 years. They have communities in NC, SC, FL, TX and AZ.

Market share in the Atlanta metro area over 80% for new homes in excess of $1.5 million.


The Management Company East West Partners Club Management

• National Real Estate Development and Management Company

• Since 1973, EWP has developed master planned communities and resorts throughout the United States from Seattle to Jacksonville.

• The club-centric division was formed in 1992• After many years of designing, building and

managing profitable club operations, EWPCM is a leading specialist and consultant in the club industry. www.eastwestclubs.com

http://www.eastwestclubs.com/

River Club Mission and Vision

Our Mission

Make Remarkable and Extraordinary Happen

Our Vision

To become the most highly regarded private country club in Atlanta while providing a first class club experience that instills pride in our Members through the

consistent delivery of quality products, programs, and services.

Our CreedThe Staff is dedicated to creating a unique, private sanctuary for the members’

enjoyment of golf, tennis, swim, social and culinary pleasures; delivering a memorable and remarkable experience; and offering a warm and welcoming

atmosphere with an unparalleled level of personalized service, thus providing the entire family with a feeling of home.


Our Vision Remarkable Service Sets us Apart

The River Club differentiates itself from other outstanding clubs by developing and implementing a higher level of personalized service that is engaging and highly-attentive to our members and guests needs and desires.

Your CONSTANT goal is to create a remarkable experience for members and their guests. You MUST seek out opportunities to impress members and guests at all points of interaction.

Your ‘reason for being’ at the River Club is to create the best possible experience for everyone who comes within 20 feet of you anywhere on club grounds.

People will forget what you said, people will forget what you did, but people will never forget how you

made them feel. Maya Angelou


The Mission Statement(How we achieve our Vision)

• We must make every member and their guest’s experience remarkable and extraordinary. This is what makes us the best high-end club in Atlanta.

• We have to anticipate the needs of our members, meet these needs, and provide a level of personalized service that exceeds their expectations. This highly-attentive level of service is rare and is therefore REMARKABLE.

• We must consistently focus on improving and perfecting our skills so that we continue to provide professional, efficient, and EXTRAORDINARY service throughout the club.

• Given that each club member has different service expectations, it is up to us to know those expectations and then act in advance without hesitation to exceed their expectations at every point of contact.


Special Touches that WOW

You are empowered to develop and implement actions that WOW people. This is the ENVIRONMENT we want and it creates the BUZZ!

A Few Examples of Hundreds of Special Touches • Noticing that a tire on a member’s car is low on air and getting it refilled.• Offering a cold, scented towel to a golfer during the hottest part of the

day• Overhearing that it is someone’s birthday and bringing a card or dessert

to them• Knowing what a member likes to drink and offering the beverage before

asked• Offering a ride in a golf cart to a member who is walking towards the

clubhouse• Carrying hot chocolate out to a group of golfers during the winter


Anticipating Needs You will quickly have to learn the intricacies/quirks of each

of our members and use this information when interacting with them.

It is expected that you know: Members’ and their guests’ names Their vehicle make and model Their likes and preferences, Their dislikes and things that irk them

Members want to feel important and that they belong. Make sure they are recognized and impressed with your knowledge of the items above. Doing so gives both dignity (I have value) and status (I have standing) in my club.

Be alert at all times for the opportunity to be of assistance.


Moments of Truth What is a “Moment of Truth”.

Average is 28 Moments of Truth per member.

Understand the importance of every interaction you have with a member or guest. It can be positive or neutral and we strive to make each interaction overly-positive and memorable.

The continuous cycle of Moments of Truth determines the perceived service level at the club. Their perception is all that matters to us and is actually the reality of the River Club.


Perception is our Reality

• Members and guests’ perceptions trump reality in all cases. How we are perceived is sensory and requires us to think and understand how what we do appears to others.

• Repeated favorable impressions create an overly positive perception.

• Perception is based on BEING PRESENT, MAKING PEOPLE’S DAY, having a great ATTITUDE and enjoying what you do


Attitude – Choose It!• Your attitude is the most important aspect about you. Attitude, to me, is more important than education, than money, than circumstances, than failures, than success, than what other people think, or say, or do. It is more important than appearance, giftedness, or skill. It will make or break our Club. The remarkable thing is we have a choice everyday regarding the attitude we embrace for that day. We cannot change our past…we cannot change the fact that people act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. I am convinced that life is 10% what happens to me and 90% how I react to it. And so it is with you…we are in charge of our ATTITUDES. From Chuck Swindoll, Author of Attitudes.


Is Yours A Service Ethic?

• Do you go out of your way to help others? Do you feel good when you perform for others? It is always a simple choice, made countless times each day. Will you act or not? Here you MUST act!

• Awareness! Do you pick up on visual cues of those who need assistance? BE THERE (Be Fully Present)

• Do you give yourself and your time to others? MAKE THEIR DAY

• Are you perceived to be gracious and helpful? CHOOSE ATTITUDE

• Exceptional highly-attentive service relies entirely on the people that deliver it. We want you to enjoy working and have fun while you are here. PLAY


Professionalism • Body Language

Be aware of how you present yourself in front of others

• Pride in YourselfLook professional in how you dress and your hygiene

• Cleanliness of your EnvironmentYour environment is any place on the Club’s grounds that you occupy. Thus, wherever you are, it is expected that you will keep that area clean.

• Tone of VoiceYour voice can communicate a message

• Out of View of MembersEating, drinking, smoking, joking or out of uniform


Manners and Conduct• Traditional rules of conduct apply at all times with members

Formal greetings and goodbyes are important. “Yes Sir & No Ma’am”, “Hello Gentlemen, Ladies or Folks” , “It is a pleasure to meet you”, “Thank you for visiting the River Club”, “Have a pleasant afternoon”, “Enjoy your round gentlemen” ALL ARE EXAMPLES OF COMMON COURTESIES. PLEASE USE THEM AND NOT SLANG !!!! Avoid ALL Slang - No “Yeah”, “Hey” or “You Guys”

Greet members by proper names. Know titles like Dr., Dr. and Mrs., Mr. and Dr., etc.

Respond to thank-you’s with “it’s my pleasure” or “you’re most welcome”.

Never assume familiarity! Rules for using first names are simple. It is extremely rare and only done under one condition.

The Disney Formula Walt Disney was able to ‘boil’ down the

three main steps to consistently delivering a truly memorable experience at their theme parks:

The Warm Welcome Magic Moments Fond Farewell



What you can expect from us

We will treat you with dignity and respect as you are our most valuable asset.

We will spend the time and provide you with adequate training to succeed. Training for life!

We have an open door policy and will always listen to your concerns or ideas.

We want to hear your fresh ideas and input on ways to improve. ($100 for each idea that we implement)

We will empower you to seek out novel new ways to impress our members and their guests.


To treat others with respect and dignity and work as a team.

To act with integrity and honesty at all times.

To exhibit a positive and generous attitude at all times.

To follow all employee policies, rules and regulations.

To keep the facilities in a perpetual state of cleanliness.

To be uncompromising in your commitment to excellence, quality, and service.

To help improve our operation by making suggestions or recommendations.

To strive to improve our business everyday.

To display professionalism and manners.

To attain our VISION, achieve our MISSION, and maintain our SERVICE STANDARDS.

And, to enjoy yourself doing all these things.

What we expect from you


Review and Questions How you perform is EXTREMELY important to our Mission and

achieving the Club’s Vision.

You must constantly seek out ways to impress members and guests through your highly-attentive and personalized level of service.

We MUST exceed our members and their guests expectations at every opportunity. Ensures the WOW effect and creates the “Buzz” around the Club. We will be the talk of the town and it is so remarkable that others will want to experience it…and perhaps live here.

You have the POWER to make someone’s day. Never underestimate this power. Use your senses and experience to go above and beyond the call of duty and be REMARKABLE.

Work hard, have fun doing it and let us know how we can do it better or more efficiently.

River Club New Employee Service Orientation 2011

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Transcript of River Club New Employee Service Orientation 2011