1 | Snapshots of Hampton Golf – Raritan Valley Country Club – Protocols
5 | Membership Categories
6 | Uniforms Player Arrival Expectations
7 | Driving Range Set-up and Management
Outside Services Opening Procedures
Outside Services Procedures
Outside Services Closing Procedures
8 | Bag Drop Club Storage Cart Checklist Cart Staging
9 | Must-Dos of Cart Staging
HAMPTON GOLF – WHAT WE DO
Hampton Golf has a wealth of experience in all aspects of the hospitality industry including golf, food & beverage, agronomy, accounting, amenity management, marketing, lifestyles, human resources, and customer service and works in harmony with talented managers at each facility. In short, each of our 2,000 Team Members work in unison each day to perfect the business of golf, amenity, and hospitality.
HAMPTON GOLF – LIVING OUR MISSION “Providing Gracious Hospitality”
This is our Mission, and the words we live and work by.
HAMPTON GOLF – LIVING OUR MISSION
• Be Safe: Safety of our Team Members, Residents, Members, and Guests is our top priority.
• Be Present: During every interaction with fellow Team Members and our Guests, we are committed to providing our FULL attention to their needs and being responsive with a sense of urgency.
• Be Positive: Choose your attitude – we can’t control the challenges that arise daily, but we can control how we react. Negative things happen but we can react positively. Leaders, such as us, set the tone and optimism should be the fabric of the club, not pessimism. We must be positive and friendly.
• Be Fun: Have fun! Create a fun environment, it’s our business. Introduce creative, fun, and engaging events to our Residents and Members that are planned and communicated a minimum of two/three months in advance in harmony with Hampton Golf Marketing.
• Be Valuable : Be conscious of profitability through intelligent and innovative business practices.
Identified as, but not limited to; immediately acknowledging Members and Guests when they enter an area (when we hear footsteps, when they enter a room, etc.) by always using their last name etc., stopping Team Member conversations/computer/paper work immediately to acknowledge them, smile, eye contact, express enthusiasm, engaging/friendly, professional, going out of your way to serve them, using friendly phrases and greetings, being reliable, trying to make everyone feel special, etc. At the club we are always on stage, and it calls for Team Members to play a role. A role that calls for returning emails and calls promptly, a role that calls for smiles, friendly and professional acknowledgment and service, personal/professional attire with name tags, groomed, shaven, etc. We genuinely all express positive energy (that’s why we were hired in these positions), but on the very few occasions when we may not feel our best, we are expected to jump into our acting shoes to come across positively. We want to be seen as the friendliest and most professional Team in the world.
See the attached POP program for details in your department. We want the best possible “show” on and off the course. Cleanliness includes inside and outside areas of the facility and Hampton Golf expects the highest standards of cleanliness. Attention to detail is necessary. The impression it makes on Members, Guests and Team Members affect their overall perception of the club and will ultimately affect business and Team Member performance.
Our clothes/uniform, our physical manner, and our cleanliness transmit a lot about us. Managers and all Team Members are important representatives of the club, and we will not be careless in appearance or manner. Our professional appearance, courteous manner and skillful service will help us display the desired professional and positive image. We must always have “The Hampton Golf Look” which means that everything, every time should be picture perfect. Carry ourselves well by walking upright and avoid folding your arms. In addition, we never chew gum, smoke, stand with your hands in your pockets, slouch, or lean against walls/counters in front of Members and/or Guests.
We must return phone calls and emails within 24 hours or less, unless on vacation or a day off (use automatic replies if needed) to all, including Residents, Members, Team Members and Hampton Golf. Returning calls/emails with a sense of urgency on the same day should be the norm, with more time up to 24 hours if needed on infrequent occasions. If we are busy, respond by simply acknowledging the message, i.e., “Got it”, or “Got it, please let me confirm some details and I’ll get back to you by XXX date.” Proper telephone and email etiquette are very important.
Raritan Valley Country Club is managed by Hampton Golf.
MEMBERSHIP CATEGORIES
Premier Golf Membership | Young Executive Golf Membership | Young Professional Golf Membership Weekday Golf Membership Social Membership | Racquet Sports Membership
• Employees must wear clean, neat property-logo shirts as provided by the club while working.
• Name tags must be worn at all times.
• Hats provided by the club must be worn at all times. Bucket hats must be worn in the summer and baseball-style caps must be worn in spring and fall.
• Khaki shorts or pants must be worn. NO Cargo shorts or pants.
• Athletic shoes with short socks must be worn.
• Engage Members in a friendly manner as early in their visit as possible, even at their car upon entrance.
• Smile, make eye contact.
• Greet Member by name. Review tee sheet to assist with this process.
• Inquire if they are playing or practicing and show them where their golf bags are located in the staging area.
• Carry Member and Guest golf bags (insist on carrying ladies’ clubs first) and load on cart.
• Complimentary bottles of water.
• Cold towels on beverage cart on days over 90 degrees.
• Find and retrieve lost or forgotten clubs, range finders, etc.
Prior to the course or facility opening each day:
• Hitting stations should be established on fresh turf or mats.
• Hitting stations should be set in a straight line with proper spacing with a divider and bag stand at each station.
• Crates should have a full supply of balls and should be monitored and maintained on a hourly basis.
• Yardage signs on range should be cleaned and distances re-shot and updated daily.
• Ball washers on range should be clean and filled with fresh water daily.
• Put all bag stands and dividers on the mats when closing range.
• If mats are in use on range, use blower to remove divots from the mats.
• Short Game area should be set up with 1 crate/pyramid and 1 Shag Bag.
• Check and pick-up short game area every 2 hours.
• Attendant shall get a walkie-talkie and check with golf shop for adjustments to tee sheet.
• Check supply of towels, cards and pencils.
• Pull carts into staging area check that bags are loaded in proper groups.
• Set-up range, short game area and lesson tee.
• Visually inspect all golf carts.
• Monitor driving range and short game area continuously throughout the day.
• Check status of towels and clean or fold towels is necessary.
• Sweep outside staging area & bag room.
• Pick range throughout the day and gas the picker on Monday/Friday.
• Pull remaining bags for the rest of the day.
• Clean clubs and return to bag storage.
• Account for all golf carts, pull carts and 1 range cart.
• Clean all clubs and store in the proper rack in the bagroom.
• Make sure all carts are cleaned of trash and hosed down before parking.
• Clear short game area, range and place bag stands and dividers.
• Wash range balls and fill crates on range.
• Pick range every night. Range MUST be picked clean on Sunday.
• Bag rack should be cleaned and positioned at bag drop.
• Attendant should have updated copy on the tee sheet.
• Greet any Members or Guests at bag drop, take bags and ask if they will be playing or practicing.
• Direct Guests to golf shop and locker rooms.
• Stage bags for Members and Guests in golf cart staging area.
• All Members should be assigned a bag spot on the master list.
• Adults should be issued a tag and then a list given to the supervisor to make permanent tags.
Prior to staging carts:
• Tees in holders
• Two (2) clean green towels rolled and in cup holders
• One (1) new scorecard and new pencil
• Two (2) filled sand bottles
• Updated cart signs
• Freshly power washed carts
• New water in club cleaning bucket near staging area. Keep area free of trash and debris.
• Make sure podium has supply of scorecards, pencils, tees, towels.
• Attendant shall secure walkie-talkie, check with golf shop for tee sheet updates.
• Make sure all clubs are cleaned and clubs are in the proper groups.
• Check and clean cart windshield as necessary. Wipe down carts as needed.
• 6 Tees: Tees should be the same kind and fill all available holes.
• Pencils: Logo pencils should be on the steering wheel located in the right pencil holder. The engraving should be showing.
• Towels: Two towels should be folded and placed in the bag amenities holder in the center of the dash.
• Carts: Power wash and cleaned thoroughly after every use.
• Back Cart Sign: Every golf cart should have the same image and/or promotion for the back (inside) of the cart sign.
• Front Cart Sign: Every golf cart should have the same image and/or promotion for the back (outside) of the cart sign.
• Sand & Seed Bottles: Bottles should be filled to the neck of the bottle and be facing upwards.
• Bag Straps: Bag straps should be looped into the clamp with the clamp remaining open. Only when a bag is in the chart do the clamps close.
• Windshield: The windshield should be in the downward position on warmer days, May 1 through September 30, and upward position during colder months, October 1 through April 30.