By following the strategies discussed last week, clubs will have developed the following training tools for onboarding new employees - both management and staff:
- Employee Handbook
- Managers Handbook
- Club Orientation
- Departmental Orientations
After onboarding, the club will use the following tools to train managers:
- Leadership training - Leadership on the Line and The Workbook
- Organizational Values and Service Ethic Training; Values Pocket Card
- Legal and Liability Issues Training
- Club Systems Training - Personnel Standards, Policies, and Procedures; Accounting Standards, Policies and Procedures
- Departmental Standards, Policies, and Procedures for their individual club department
Basic Accounting and Financial Management for Managers- HR on the Go Training
- Values on the Go Training
- Safety on the Go Training
- Ongoing Daily Huddles
- DVDs and videos as necessary. These should be reviewed at the highest level (General Manager and HR Manager or other Subject Matter Expert) to ensure they meet training quality needs and then purchased for the club’s education library.
Ongoing training for line employees will consist of:
Organizational Values and Service Ethic Training; Values Pocket Card- Departmental organization and systems training
- Duties and expectations
- Service techniques training
- Training manual for their position
- On the Go Training
- Ongoing Daily Huddles
- Departmental safety training
- Purchase departmental specific DVDs and videos as necessary
To ensure all the necessary training is given, the General Manager will require all department heads to:
- Establish a departmental training plan and schedule,
- Benchmark and report their training on a monthly basis,
- Make training development and execution part of each department head’s performance review, and
- Make continual process improvement of training part of their annual departmental plan.
The end result of a formal approach to training should be to make training in all areas of the club part of the daily operational habit, as routine as punching in and out for work, wearing the proper uniform, ordering supplies, conducting inventories, and cleaning the facilities. When this level of habit is achieved, all manner of benefits are realized by the club - from improved organization and efficiency to greater member satisfaction, retention, and sales, and finally, to a vastly improved bottom line.
Note: Recognizing the sheer size of the formal training undertaking, start small because any improvements you make are better than no training. Over time continue to add more training initiatives until you finally have a full-blown, club-wide training program and discipline. I guarantee your work life will be much easier when you do.
Thanks and have a great day!
Ed Rehkopf
This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.
Club Resources International - Management Resources for Clubs!
Tags: club operations, manager training, training
