MANAGEMENT
Building a Self-Aware
Service Culture Congressional CC’s service approach is driven by the club’s core values and measured by how well hospitality is delivered to members and guests. By Joanna DeChellis, Editor
A THRIVING SERVICE CULTURE is a powerful force within a country club. It provides a clear path toward a satisfying and sustainable member experience. The expectations of the staff are neatly outlined, and a prevailing sense of “this is how we do things here” clarifies goals and daily practices. Congressional Country Club in Bethesda, Md., offers an insightful example of a top-notch service culture that many seek to emulate. Rooted in its core value to provide the highest level of hospitality to members and guests, Congressional CC’s approach is perpetuated by a dedicated team of like-minded professionals constantly looking for ways to
improve, and is built on four prevailing principles. “My role, and the role of our leadership, is to select the right individuals to build a cohesive team; create clarity of what defines our service culture; overcommunicate that clarity through our training processes; and then reinforce it with our performance-management systems,” says Kris Glaubitz, CCM, Director of Food and Beverage. Much of Congressional CC’s model starts with hiring for the right fit, and then training to the point that service becomes second nature. That produces a staff that is able to predict and anticipate the needs of its members, has a service mindset, and is constantly training to improve. According to Glaubitz, much of this process starts by creating a foundation of self-awareness. “The onboarding process is immersive,” he says. “The first ninety days are completely mapped out. We go over our core values and spend a lot of time helping the team understand how they are a part of a bigger picture, and that we are going to give them the tools they need to deliver the service we expect from day one.” Back row (l. to r.): Jeff Turok, Beverage Director; Matthew Morrison, Executive Chef; and Mario Campuzano, CCM, Assistant General Manager. Front row: Kris Glaubitz, CCM, ECM, Food and Beverage Director; Jenna Schulten, Food and Beverage Manager; Rachel Kreuger, Banquet Director; and Trevor Maurer, Certified Cicerone, Founders’ Pub Manager.
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Club + Resort Chef
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September 2021
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