Скачать презентацию TPC Network Golf Operations Best Practices Impact Your Скачать презентацию TPC Network Golf Operations Best Practices Impact Your

970839b83afdc917d844bf5915c9f7d7.ppt

  • Количество слайдов: 63

TPC Network Golf Operations Best Practices Impact Your Operation Through A Successful Special Orders TPC Network Golf Operations Best Practices Impact Your Operation Through A Successful Special Orders Program Submitted by: Jack Hunter TPC River Highlands

Impact Your Operation Through A Successful Special Orders Program Every day we look for Impact Your Operation Through A Successful Special Orders Program Every day we look for ways to impact our operation and our Membership. Effectively managing your special orders program can create a lasting impact that will improve Member satisfaction as well as your merchandise sales.

Impact Your Operation Through A Successful Special Orders Program 1. Impact on Members/Guest 2. Impact Your Operation Through A Successful Special Orders Program 1. Impact on Members/Guest 2. Impact on Operation 3. Keys to Success 4. Opportunities

Impact Your Operation Through A Successful Special Orders Program • Impact on Members/Guests 1. Impact Your Operation Through A Successful Special Orders Program • Impact on Members/Guests 1. More Variety 2. Customization 3. Specials 4. Personalized Service

Impact Your Operation Through A Successful Special Orders Program • More Variety 1. Merchandise Impact Your Operation Through A Successful Special Orders Program • More Variety 1. Merchandise not sold in shop 2. Merchandise seen elsewhere 3. Merchandise others at club may not have

Impact Your Operation Through A Successful Special Orders Program • Customization 1. Custom fit Impact Your Operation Through A Successful Special Orders Program • Customization 1. Custom fit equipment 2. Custom logo(s) 3. Favorite colors 4. Personalized gifts for clients/guests

Impact Your Operation Through A Successful Special Orders Program • Specials 1. Quantity discounts Impact Your Operation Through A Successful Special Orders Program • Specials 1. Quantity discounts 2. Trunk show/Demo day discounts 3. Future purchase discounts

Impact Your Operation Through A Successful Special Orders Program • Impact on Operation 1. Impact Your Operation Through A Successful Special Orders Program • Impact on Operation 1. Member Satisfaction 2. Inventory Control 3. Manageable On-Hand Inventory 4. Increase in Sales

Impact Your Operation Through A Successful Special Orders Program • Member Satisfaction 1. Spread Impact Your Operation Through A Successful Special Orders Program • Member Satisfaction 1. Spread by word of mouth 2. Perpetual customer 3. Loyalty

Impact Your Operation Through A Successful Special Orders Program • Inventory Control 1. Product Impact Your Operation Through A Successful Special Orders Program • Inventory Control 1. Product is in and out 2. Easy to monitor 3. Reduces shrink opportunities

Impact Your Operation Through A Successful Special Orders Program • Manageable On-Hand Inventory 1. Impact Your Operation Through A Successful Special Orders Program • Manageable On-Hand Inventory 1. Less of need for large quantities 2. Less stale merchandise 3. Better margins

Impact Your Operation Through A Successful Special Orders Program • Increase in Sales 1. Impact Your Operation Through A Successful Special Orders Program • Increase in Sales 1. Guaranteed sale 2. Multiple sales 3. Watch list

Impact Your Operation Through A Successful Special Orders Program • Keys to Success 1. Impact Your Operation Through A Successful Special Orders Program • Keys to Success 1. Thoroughness 2. Accuracy 3. Efficiency 4. Communication

Impact Your Operation Through A Successful Special Orders Program • Thoroughness 1. Too much Impact Your Operation Through A Successful Special Orders Program • Thoroughness 1. Too much information Ø On order Form 2. Ask vendor the right questions Ø Cost with discount Ø Expected delivery

Impact Your Operation Through A Successful Special Orders Program • Accuracy 1. Customer’s information Impact Your Operation Through A Successful Special Orders Program • Accuracy 1. Customer’s information 2. Product 3. Information from vendor 4. Purchase Order

Impact Your Operation Through A Successful Special Orders Program • Efficiency 1. Request PO Impact Your Operation Through A Successful Special Orders Program • Efficiency 1. Request PO and order immediately 2. Receive in inventory 3. Notify Member/Guest 4. Charge appropriately

Impact Your Operation Through A Successful Special Orders Program • Communication 1. Listen 2. Impact Your Operation Through A Successful Special Orders Program • Communication 1. Listen 2. Ask questions 3. Notify 4. Follow up

Impact Your Operation Through A Successful Special Orders Program • Opportunities 1. Trunk Shows Impact Your Operation Through A Successful Special Orders Program • Opportunities 1. Trunk Shows 2. Demo Days 3. Golf Schools/Clinics 4. Outings 5. Every Interaction

Impact Your Operation Through A Successful Special Orders Program 1. Impact on Members/Guest 2. Impact Your Operation Through A Successful Special Orders Program 1. Impact on Members/Guest 2. Impact on Operation 3. Keys to Success 4. Opportunities

Impact Your Operation Through A Successful Special Orders Program QUESTIONS Impact Your Operation Through A Successful Special Orders Program QUESTIONS

TPC Network Golf Operations Best Practices Guest Dialogue Initiative Submitted by: Keith Bless, PGA TPC Network Golf Operations Best Practices Guest Dialogue Initiative Submitted by: Keith Bless, PGA Certified Professional TPC Virginia Beach

TPC Network Golf Operations Best Practices Guest Dialogue Initiative By using the TPC e-survey TPC Network Golf Operations Best Practices Guest Dialogue Initiative By using the TPC e-survey program and Cybergolf, we are able to initiate and maintain e-mail dialogue with our members and guests. This dialogue helps to create and stimulate fans, and grow our business in a manageable and proactive way. This open-ended program is about establishing dialogue!

TPC Network Golf Operations Best Practices Guest Dialogue Initiative …AND OUR TPC VALUES • TPC Network Golf Operations Best Practices Guest Dialogue Initiative …AND OUR TPC VALUES • We Care about how we represent the PGA TOUR among our members, our guests, and our community. • We Lead our industry and respective markets by proactively seeking out the thoughts, feelings, and opinions of our members and guests. • We Learn what is important to our members and guests by asking critical questions and listening to the answers. • We Respect the feedback we receive from our members and guests by responding to their comments promptly and professionally. • We Serve our members and guests in a way that meets their needs and desires; We are able to do this because of the way that we care, lead, learn, and respect.

TPC Network Golf Operations Best Practices Guest Dialogue Initiative E-mail dialogue has the following TPC Network Golf Operations Best Practices Guest Dialogue Initiative E-mail dialogue has the following fundamental advantages: • It can occur at any time (or place). • The appropriate staff member can respond (or at least help form the response). • Nobody is caught off guard; You have time to research a thoughtful and professional answer. • Any dialogue can be shared with appropriate staff members to improve their awareness and future performance.

TPC Network Golf Operations Best Practices Guest Dialogue Initiative E-mail dialogue involves the following TPC Network Golf Operations Best Practices Guest Dialogue Initiative E-mail dialogue involves the following fundamental risks: • Your response may be forwarded to anybody in the world! Handle it with care! • Your response must have the proper tone (professional, but conversational). • If you delegate this task, you must be able to have a “blank check” trust with that staff member.

TPC Network Golf Operations Best Practices Guest Dialogue Initiative E-SURVEY/COMMENT CARDS • ASAP, write TPC Network Golf Operations Best Practices Guest Dialogue Initiative E-SURVEY/COMMENT CARDS • ASAP, write a response based upon the ratings and verbatim comments. • If positive, seek more information and share it with the staff! • If critical, seek more information, make it right, and share it with the staff!

TPC Network Golf Operations Best Practices Guest Dialogue Initiative WHERE DO WE GO FROM TPC Network Golf Operations Best Practices Guest Dialogue Initiative WHERE DO WE GO FROM HERE? E-SURVEY • Do we send a response to each recipient, and not just those who write a verbatim comment? • Efforts are currently underway to make the e-survey more “conversational” and openended.

TPC Network Golf Operations Best Practices Guest Dialogue Initiative CYBERGOLF SUCCESS STORIES (Using the TPC Network Golf Operations Best Practices Guest Dialogue Initiative CYBERGOLF SUCCESS STORIES (Using the survey feature – send it out and be ready to respond!) Clubfitting Quiz Nationwide VB Open Trivia Never Taken a Lesson Survey Club Championship Survey Periodic Satisfaction Surveys – “What was your impression of _____? ”

TPC Network Golf Operations Best Practices Guest Dialogue Initiative WHERE DO WE GO FROM TPC Network Golf Operations Best Practices Guest Dialogue Initiative WHERE DO WE GO FROM HERE? E-MAIL MARKETING (Cybergolf) DATABASE MANAGEMENT • Send the right survey to the right people. • Reduce the number of responses to write. (With such a large, single database, I’ve had up to 100 responses to write in a matter of a week. )

TPC Network Golf Operations Best Practices Guest Dialogue Initiative HELPFUL PHRASES Don’t let your TPC Network Golf Operations Best Practices Guest Dialogue Initiative HELPFUL PHRASES Don’t let your responses read like a form letter! Once you’ve written a few that you like, however, most responses will require little thought or time. “PGA TOUR experience” “Thank you for your recent response to our TPC e-survey. As I review your survey, I can see that…. ” “any specific details or interactions that were particularly noteworthy” “please contact me with any future questions or feedback” “I look forward to hearing from you. ”

TPC Network Golf Operations Best Practices Expense Controls Submitted by: Jim Calhoun TPC Wakefield TPC Network Golf Operations Best Practices Expense Controls Submitted by: Jim Calhoun TPC Wakefield Plantation

TPC Network Golf Operations Best Practices Expense Controls One of the most important duties TPC Network Golf Operations Best Practices Expense Controls One of the most important duties of the Head Professional position is to know where your Department stands in total expenses on a MTD and YTD basis. Proactive vs. Reactive reporting.

TPC Network Golf Operations Best Practices Expense Controls • Revenue recording – from Infogenesis TPC Network Golf Operations Best Practices Expense Controls • Revenue recording – from Infogenesis • Employee expenses – Controller provided information…. bi-weekly • Variable expenses……. . invoice coding • Fixed expenses – Discounts, Credit Cards

TPC Network Golf Operations Best Practices Expense Controls • Monthly Projections - VIP for TPC Network Golf Operations Best Practices Expense Controls • Monthly Projections - VIP for GM • 3 Month Projection report for GM • Spreadsheet should be used as baseline for 2008 Budget Justification sheets

TPC Network Golf Operations Best Practices Expense Controls Please use the provided spreadsheet and TPC Network Golf Operations Best Practices Expense Controls Please use the provided spreadsheet and review with GM and Controller upon your return to club. Call me with any questions……….

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT Submitted by: Justin Wink TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT Submitted by: Justin Wink TPC Tampa Bay

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT “We had to wait TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT “We had to wait on every shot! We didn’t see a Ranger the entire round!” How many times have we heard that in our respective golf shops from members and guests coming off the golf course?

TPC Network Golf Operations Best Practices Golf Car Signage TPC Network Golf Operations Best Practices Golf Car Signage

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT Golf Car Signage The TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT Golf Car Signage The THREE TIERED approach to Pace of Play issues: 1. Group notified that they have fallen out of position and improvement is needed 2. If no improvement has been made, the group is notified that improvement must be made or the group will be moved into the proper position. 3. If no improvement has been made, the group will be moved into position. This process ensures the enjoyment of all players and makes the visit truly memorable.

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT STARTER ROLES 1. Verbalize TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT STARTER ROLES 1. Verbalize 2. Referencing the scorecard 3. Reference car signage 4. Suggesting appropriate tee markers 5. Lunch suggestion

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT COURSE ADVISOR ROLES 1. TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT COURSE ADVISOR ROLES 1. Visibility and Availability 2. Mood Communication 3. Utilize Pace of Play Matrix 4. 30 Minute Communication

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT COURSE ADVISOR ROLES, continued TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT COURSE ADVISOR ROLES, continued 5. Determine involvement…. . A. Are They Out of Position? Y/N B. Are They Negatively Affecting Others? Y/N C. Is There Room For Improvement? Y/N D. THEN…………………Ask for Help.

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT COURSE ADVISOR ROLES, continued TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT COURSE ADVISOR ROLES, continued • 1 st Course Advisor Greeting by third hole • 2 nd Course Advisor Dependent Upon Play Levels

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT GOLF SHOP ROLES • TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT GOLF SHOP ROLES • • 30 Minute Communication Gather All Pertinent Information Cover Lunch Rotation Alleviate & Communicate Upon Check-in

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT PROBLEM or OPPORTUNITY GROUPS TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT PROBLEM or OPPORTUNITY GROUPS • Procedures to Consider 1. Communicate and assist with improvement (i. e. , raking bunkers, filling divots, look for golf balls). 2. Inform POD’s 3. Check-in with group very soon 4. With improvement, compliment group

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT PROBLEM or OPPORTUNITY GROUPS, TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT PROBLEM or OPPORTUNITY GROUPS, continued 5. Keep POD’s informed and don’t be afraid to ask 6. Document each encounter on Pace of Play Matrix

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT FOOD & BEVERAGE INVOLVEMENT TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT FOOD & BEVERAGE INVOLVEMENT • Signage at the turn • Staff awareness of groups making the turn

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT GOLF COURSE MAINTENANCE INVOLVEMENT TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT GOLF COURSE MAINTENANCE INVOLVEMENT • Amount of traffic dictates hole locations and yardages. • Tee locations and Par 5 length • Ease of hole locations • GCM projects relayed to Members and Guests

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT GOLF COURSE MAINTENANCE INVOLVEMENT, TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT GOLF COURSE MAINTENANCE INVOLVEMENT, continued • Roughs cut consistently for ease of play • Green speeds kept to a consistent speed • Course and directional signage kept up to standards

TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT CONCLUSION Consistent Pace of TPC Network Golf Operations Best Practices PACE OF PLAY MANAGEMENT CONCLUSION Consistent Pace of play standards involve a team effort and constant communication and help from all departments.

TPC Network Golf Operations Best Practices Off Season Golf Programs Submitted by: Jon Goin TPC Network Golf Operations Best Practices Off Season Golf Programs Submitted by: Jon Goin TPC Southwind

TPC Network Golf Operations Best Practices Off Season Golf Programs Off season is always TPC Network Golf Operations Best Practices Off Season Golf Programs Off season is always a challenging time in our business. It is a time when our members search for the value in their membership. It is our job to come up with off season programs that will help add perceived value to their membership.

TPC Network Golf Operations Best Practices Off Season Golf Programs • Wine and Cheese TPC Network Golf Operations Best Practices Off Season Golf Programs • Wine and Cheese Rules seminar • Game Management with Loren Roberts • Golf Fitness with Lynda Lasen

TPC Network Golf Operations Best Practices Off Season Golf Programs • Wine and Cheese TPC Network Golf Operations Best Practices Off Season Golf Programs • Wine and Cheese Rules • Complimentary seminar to better understand the Rules of golf

TPC Network Golf Operations Best Practices Off Season Golf Programs Game Management with Loren TPC Network Golf Operations Best Practices Off Season Golf Programs Game Management with Loren Roberts • Complimentary to the membership • Champions TOUR Player Loren Roberts

TPC Network Golf Operations Best Practices Off Season Golf Programs • Golf Fitness with TPC Network Golf Operations Best Practices Off Season Golf Programs • Golf Fitness with Lynda Lasen • Importance of Stretching before play • Golf specific golf workout programs • Fitness evaluations at Germantown Golf Fitness

TPC Network Golf Operations Best Practices TOUR Player Relations Submitted by: Jon Goin TPC TPC Network Golf Operations Best Practices TOUR Player Relations Submitted by: Jon Goin TPC Southwind

TPC Network Golf Operations Best Practices TOUR Player Relations Purpose Point #1 says it TPC Network Golf Operations Best Practices TOUR Player Relations Purpose Point #1 says it all when it comes to this area of our operation. Provide PGA TOUR Players and their families with the best possible tournament and club experiences. Our goal is to allow our players to be so comfortable with us as a staff that if there are ever any issues that they come to us first.

TPC Network Golf Operations Best Practices TOUR Player Relations • Developing Relationships • Pro TPC Network Golf Operations Best Practices TOUR Player Relations • Developing Relationships • Pro Practice Area • Getting TOUR Players involved in club activities

TPC Network Golf Operations Best Practices TOUR Player Relations • Building Relationships • Lunches TPC Network Golf Operations Best Practices TOUR Player Relations • Building Relationships • Lunches • Practice Facility • Playing

TPC Network Golf Operations Best Practices TOUR Player Relations • Practice Facility • Superintendent TPC Network Golf Operations Best Practices TOUR Player Relations • Practice Facility • Superintendent buy-in

TPC Network Golf Operations Best Practices TOUR Player Relations • Getting Players Involved in TPC Network Golf Operations Best Practices TOUR Player Relations • Getting Players Involved in Club activities • Game Management Seminar • Member-Member • National Interclub