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__ Be on time, work all scheduled hours, be flexible for shift changes and work overtime without advance notice.
__ Clean, neat and fresh appearance, appropriate uniform, shined shoes, visible name tag on upper right chest, finger nails clean and trimmed, hair cut, no beard, mustache not over top lip.
__ Honesty, integrity, easy to get along with members, guests and staff, trustworthy and respectful.
__ Non smoker preferred with no drug or alcohol use, especially on the job.
__ Attendant exhibits a sincere desire to provide service and quality work because of wanting to, not because of supposed to. Exceed members, guests and employer expectations while anticipating needs. Service can be defined as, “Not thinking of oneself.” or “And just as you want people to treat you, treat them in the same way.”
__ Avoid slang phrases, dirty jokes, silly talk, gossip, no horse play or coarse jesting. Proper use of English language is important with clear and understandable voice.
__ Erect posture, stand when greeting and talking with members, guests and supervisors, no folded arms in front of chest or hands in pockets, exhibit common courtesy and good manners. Although personal friendships will be developed with members, it is important to keep the employee/member relationship in tact without “crossing the line” by becoming too inappropriately personal.
__ Begin each day with a walk thru of the locker room to make sure there are no shoes left from the night before. If so, clean and polish shoes according to club standards as soon as possible if not sure when members and/or possibly guests will be back for them. Locker attendant is to have a daily tee sheet. If workable, front door personnel can also inform attendant by phone, radio or computer the arrival of members and their guests.
__ Check to see if locker room is clean, orderly and that all supplies are stocked such as shoe horns, bathroom, shower, sink and dressing area amenities. This should be done the night before when the last locker attendant finishes his/her shift as well as by any night cleaners. The shoe room is the sole responsibility of the locker attendant. It is inefficient to start out the day already behind.
__ A start of the golf season locker cleaning will be done annually by the locker attendant with the members being notified first in case they say no.
__ The appearance of the locker room reflects on the work ethic of the locker room attendant. It is the attendant’s responsibility to continually keep the locker room clean, organized and stocked whether or not the club has housekeeping throughout the day. The club is a home away from home for each member.
__ Locker attendant is to keep inventory of all stock items and report each week to his/her supervisor with a list of items needed for approval.
__ Locker attendant is to be visible when members and guests enter the locker room. Phone calls should be answered within three rings. Do not put a member or guest on hold without their permission. Take and deliver messages on time. Transfer calls when necessary. Members and guests should not have to repeat themselves. Keep a list of club extensions, emergency numbers, local golf and country clubs, restaurants, entertainment, sport venues, limo service and local dry cleaners.
__ Members are to be greeted by name (Mr. or Mrs.) whenever possible. A daily tee time sheet and guest list is also a prerequisite to good service. Members should look forward to their next visit while guests should want to come back and be a member.
__ Guests should be made to feel welcome and at ease. Anticipate any questions they might have. Use their name whenever possible. Walk guests to their lockers unless member says otherwise. If club has an unaccompanied guest policy explain club procedures to guests and if time permits offer a tour of the club introducing them to staff. The way the guests are treated is a reflection on the member.
__ Most members will either leave their street and golf shoes in front of their locker or drop them off at the shoe room. Attendant needs to make sure all shoes are picked up. Most members will not mind if you go in their locker and remove their shoes for cleaning and polishing while a few might not approve of this. Normally, if guests leave their street or golf shoes in their locker the member will expect the attendant to take the shoes out for cleaning and polishing. Shoes are to be returned to the top of the locker, placed inside or put on the floor with heels against the locker.
__ When members and guests finish their round of golf the attendant is to greet them once again and clean and polish their golf shoes, returning the shoes to their locker unless told otherwise. Guests will need their shoes to be placed in a shoe bag. Show appreciation, gratitude and hospitality.
__ Attendant is to agree to and abide by tipping policy and procedures.
__ Locker attendant needs to know hours of operation and policies for other areas of the club besides just golf such as dining room hours, pool hours, tennis hours, etc....
__ Attendant needs to plan ahead for special group outings, club events and tournaments by making sure enough lockers are available. If souvenir locker name tags and/or welcome gifts for each guest are part of the event the attendant is to have everything ready before any member or guest shows up, especially a locker assignment list and a tee sheet stating tee time and starting hole.
__ Attendant and immediate supervisor are to work together on making the locker room the best it can be for the members and guests, as efficient as possible for the attendant, with the sharing of ideas by either weekly meetings or everyday conversation.
__ Attendant is to direct any questions or concerns to his/her immediate supervisor. Members and especially guests do not need to hear problems or excuses whether legitimate or not.
__ Attendant is be trained in first aid, CPR and defibrillator use and know emergency procedures for the club.
__ Attendant is to be aware of any strangers in their work area and report such to club security.
__ While the club desires to have long term employees rather than seasonal employees; it must be understood that any employee who refuses to do his or her job will cause themselves to be replaced.
__ SOP can be modified from time to time as deemed necessary by club management. Procedures not listed are not necessarily meant to be excluded. Attendant may be asked to help in other departments of the club from time to time if needed.
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