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Service, Bylaws, Rules

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Elections. Meetings & procedures. Standing Committees. Indemnification of officers ... the best recreational facilities in golf and tennis in southern California' ... – PowerPoint PPT presentation

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Title: Service, Bylaws, Rules


1
Service, Bylaws, Rules Mission Statements
2
Service Excellence
  • What is a club managers primary duty ?
  • To provide excellent service to members
  • What is service ?
  • A helpful act
  • As perceived by the recipient
  • Member perceptions are
  • the club managers realities

3
Employee Service Quiz
  • 1. What is your name?
  • 2. Who do you work for?
  • 3. Who pays your salary?
  • Answers
  • 1. Your name
  • 2. The clubs members
  • 3. The clubs members

4
Service Terminology
  • Moment of Truth
  • Moment when a member comes into contact with any
    aspect of the club, and subsequently forms an
    opinion about the quality of the club.
  • Service Gap
  • Shortfall between the quality of service provided
    by the staff and the quality of service expected
    by club members.

5
When a Service Gap Occurs
  • Listen very carefully
  • Stay calm
  • Be agreeable
  • Express regret
  • Discuss possible solutions
  • Dont promise what you cant deliver
  • Follow up
  • Kill them with kindness

6
Reasons Customers Leave
7
Club Written Records
  • Articles of Incorporation (Constitution)
  • Establishes the club and states its purpose
  • Bylaws
  • Set the foundation for club rules
  • Backbone of the club
  • Rules
  • Establish expected member behavior
  • Easier to change than bylaws

8
Bylaw Issues
  • Membership
  • Categories selection
  • Spouses families
  • Death divorce
  • Suspension or expulsion
  • Stock or certificate of membership

9
Bylaw Issues
  • Club Governance
  • Authority of Board of Directors
  • Elections
  • Meetings procedures
  • Standing Committees
  • Indemnification of officers

10
Rules Categories
  • Operational
  • Governs club hours, fees, services
  • Conduct
  • Covers member behavior regarding general conduct,
    smoking, drinking language
  • Sports
  • Largest portion of a clubs rules

11
Rules Categories
  • Dress Code
  • What members guests can cannot wear
  • Facilities
  • How members should treat the clubs property
    equipment
  • Special Events
  • Guidelines for weddings, reunions, etc.

12
Bylaw Changes
13
Enforcing Bylaws Rules
  • Only enact rules that you are going to enforce.
  • - Practical Precise
  • Can be enforced by members, officers or staff
  • Dont want to embarrass members
  • Members are responsible for guests

14
Summary Bylaws vs. Rules
  • Bylaws
  • Specific enough to guide the club, but generic
    enough to allow flexibility to operate.
  • Changed as infrequently as possible
  • Rules
  • Guidelines that govern day-to-day operations
  • Can be changed without member permission

15
Mission Statement
  • Expresses the underlying philosophy that
    gives meaning and direction to club policies
  • Should address the interests of
  • 1. Employees
  • 2. Members / Guests
  • 3. Owners
  • 4. Management
  • The quantity of guests relates to the
  • quality of your employees

16
Mission Statement
  • Should answer the questions
  • 1. What do we do?
  • 2. How do we do it?
  • 3. For whom do we do it?

17
Mission Statement Example
  • The mission of the Highroad Country Club is to
    provide the best recreational facilities in golf
    and tennis in southern California
  • - Nature of the club
  • - Why it exists
  • - Defines its major products
  • - Projects its desired public image
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