Fresh Meadow Country Club
The 2024 Season
The Four Steps of Member Service & Brand Standards
Our responsibilities
Work as a Team
As a team we are consistent in all we do and the hospitality we provide.
Create Member Experiences
Our 2024 Season need to Exceed the 2023 Season
Fiscal Responsibility Lies with all of Us (Respect all Club Resources)
Follow Directives from Leaders when Asked. Follow up discussions can happen next day but at the movement make it happen they way it needs to be.
Consistency Always
Food For Thought
What we all do every day matters more than we do once in a while.
Members
5 Main Things Members Want
• Product Or Service With No Defects”
• Timeliness
• The People They Deal With To Be Nice To Them
• Personalization
• Individualization
2024 Core Brand Standards
Four Steps of Member Service
As we move forward this is not a 2024 mantra but our standards that will be a working document now and every year moving forward. The 4 steps of service will be part of Fresh Meadow Country Club always. It is our foundation.
2024 Core Brand Standards
Clubhouse I
Member Service is Everybody's Job Member Service is Everybody's Job
Front of house, heart of house, member areas and restrooms, offices, valet, and outdoor areas are always “surgically clean” and leave a good impression
Grooming standards are inspected during each pre-meal line up., when team reports to work by managers All staff look the part and dress according to the Core Brand Standards.
Menus are presented at seating by host/hostess. Do not ever have the hostess desk not occupied. A member should always see a team member when they enter.
All Team members are experts on menu and food preparation methods. All Employees will be menu tested and certified quarterly.
All hallways, dining areas, clubhouse, locker areas, outside areas will be walked and inspected for cleanliness a minimum of twice per day by leadership. Every department head has eyes open for all areas of the club. If not your area maker others aware.
All venues, events, and banquet functions require the Chef’s physical and visual presence on the floor attending to quality, cleanness, and fresh food presentation, and keeping standard. Food hot, fried foods crisp, batch cooking for freshness
All china, glass and silver are polished, spotless and free of chips or defects. Linen is clean and pressed free of holes, stains and frays.
Telephones are answered within 3 rings and the Members name is used as much as possible. Identify members by their name and use name throughout all service interactions.
Members and their guests are greeted by the server within 30 seconds of seating. If the server is unable to greet guests, a supporting staff member acknowledges the table in his/her absence.
All bars to feature a Bar Experience
And offer an upgraded complimentary snacks at the bar. Special cocktail as well.
Beverages are refreshed when the members’ glass is 2/3 empty. Water, coffee and tea will be refreshed automatically. Tables to be cleaned of dirty plates, items no longer needed and de crumbed during service.
Kitchen orders are to be completed within the following timeline:
a. Breakfast service under 10 minutes
b. Lunch service – under 12 minutes
c. Dinner service 1st course - within 10 minutes
d. Main plate service under 20 minutes
e. Pastry service under 10 minutes
2024 Core Brand Standards
Locker Rooms Hospitality
Responsible; Lead locker room attendant, Locker room team members Ladies and Men’s Always a person present.
A warm and sincere greeting. Use the member or their guest’s name. This is our signature warm welcome which is comprised of smiling, eye contact, a friendly tone of voice and the initial usage of one’s name. This initial welcome is essential for setting the tone as genuine and authentic.
4 steps of member service essential in our locker rooms
Anticipation and fulfillment of each members needs. Anticipation is about being helpful, accommodating and proactive in determining a members needs before they even express them. At Fresh Meadow Country Club this is how we will, craft unique, memorable and member experiences that will assure them they are at home, and we care.
Fond farewell. Give a warm goodbye and use the members name. In extending a farewell to our members, we model the essentials of smiling, eye contact once again, and of course, use of the members' name. Thank them for coming as well so they know we appreciate them as members. Polite and pleasant are not enough –at Fresh Meadow make sure that each guest leaves feeling that he or she is the most important guest we have!
Our Service Culture. At Fresh Meadow Country Club we will demonstrate our beliefs in service and hospitality by the way we treat each other and by the example we set for one another. We will ensure we display this with always in our interactions with our valued members their guests, our business associates, and colleagues, we seek to deal with everyone in a courteous and professional manner and to treat others as wish to be treated
Locker rooms to be spotless, all amenities to be filled, no below half empty bottles, sinks and showers clean, bathrooms.
When on a break one attendant is to be always present.
Hospitality areas to be fully stocked, coffee machine cleaned, snacks, fresh fruit, and other snacks as standard.
2024 Core Brand Standards
Dress Policy
Responsible; Everyone in Culinary, Bar, FOH, Faculties, Housekeeping
Chefs – Crisp white coats clean not wrinkled, coats are to be pressed and look the part black pants, black shoes, and an apron always.
Managers / Supervisors – Men, Dress pants, polo shirt, jacket on holidays suit with button down shirt and tie or slacks with sport coat
Housekeeping , approved Polo shirt, black pants and black shoes.
There are no exceptions to the club's dress code.
Cooks – White clean chef coats clean and pressed, black pants, black shoes, apron, and black hats on everyone.
Managers / Supervisors – Ladies,
Dress pants, nice blouse or polo shirt & jacket
A Professional Dress is allowed with short heels or flats.
Facilities & Setup Team ; Approved Polo shirts, dark pants, approved club shorts in summer only, all black gym shoes are fine
Golf Team Greens Team
FOH Team Dress based on Venue and Event
Locker Rooms
Housekeeping
4 Steps of Member's Service
GREETING
A warm and sincere greeting. Use the Members and their guest’s name. This will be our signature warm welcome which is comprised of smiling, eye contact, a friendly tone of voice and the initial usage of one’s name. This initial welcome is essential for setting the tone as genuine and authentic.
Anticipation
Fulfillment of each members needs. Anticipation is about being helpful, accommodating and proactive in determining a members needs before they even express them. At Fresh Meadow Country Club this is how we will, craft unique, memorable and member experiences that will assure them they are at home, and we care.
FAREWELL
Give a warm goodbye and use the members name. In extending a farewell to our members, we model the essentials of smiling, eye contact once again, and of course, use of the members' name. Thank them for coming as well so they know we appreciate them as members. Polite and pleasant are not enough – at Fresh Meadow make sure that each guest leaves feeling that he or she is the most important guest we have!
CULTURE
Our Service Culture. At Fresh Meadow Country Club we will demonstrate our beliefs in service and hospitality by the way we treat each other and by the example we set for one another. We will ensure we display this with always in our interactions with our valued members their guests, our business associates, and colleagues, we seek to deal with everyone in a courteous and professional manner and to treat others as wish to be treated.
All we discussed today is for the goal of creating excellence and the Fresh Meadow Country Club Member Experience in a world that has settled for mediocrity.
Excellence is not a road trip; it is a continuous journey that has no end.
Summary
Our club has a good foundation on which to build. Innovation, change with purpose and our New Core Standards will assist us in delivering the member experience and always improving.
We’re are now planning, for the future as a team will shall be enhancing the present and future always
We’re delivering for our members, hospitality and a new focus on the little things, from amenities, doing the unexpected.
We are to be leaders in the club sector and take pride in the space we occupy and capitalize the opportunities within that space.
Our team will commit to delivering the member experience, to practice and make the 4 steps of service and core standards part of their lives every day they are here along with our leadership team.
“It is a never-ending
