Introducing MAC’s New Service Standards

By Derek Pratt, Engagement Director

At MAC, our commitment to delivering an unparalleled member experience drives everything we do. As part of this commitment, we’re thrilled to remind members of our ongoing partnership with Forbes Travel Guide, the global authority in service excellence. We are defining how we interact with members to ensure every moment spent at MAC reflects the highest standards.

Our new service standards encompass a broad range of key areas to guarantee that each interaction within the club is as good as possible. We’ve focused on areas that are crucial to consistently delivering outstanding service throughout the club.

Courtesy & Thoughtfulness

We believe that the way we interact with you should always reflect respect and thoughtfulness. Our staff are trained to embody these values, creating an atmosphere of gracious care in every interaction.

Cleanliness & Condition

Attention to detail extends to the appearance of our staff and the cleanliness of our facilities. These elements contribute to the overall sense of luxury and comfort that we aim to provide.

Member Comfort & Wellness

Your comfort and well-being are our top priorities. From the wellness services to a wide variety of athletic and social activities, we strive to create an environment where you can relax, rejuvenate, and enjoy all that MAC has to offer.

Efficient Execution

We are continuously refining our processes to ensure that staff is equipped with the skills and knowledge necessary to deliver services with precision and efficiency. This includes everything from mastering technical details to ensuring seamless execution of tasks that get your needs met as fast as possible.

We’ve meticulously defined hundreds of standards across the club, covering everything from the speed of food service in club dining areas to the way you’re greeted when you walk through our doors. Through this process, we’ve identified two key enablers of success — Personalized Service and rigorous Quality Assurance.

Personalized Service

A fundamental aspect of our service standards is that we personalize service appropriately. We recognize that each member has unique needs and preferences, which is why we’re undertaking a sub-project to expand our member demographics. By capturing broader demographic information — including food allergies, veteran status, religious affiliation, and more — we can tailor our services to ensure that each experience is personal. This upcoming survey will enable us to connect with you in more meaningful ways, ensuring that our offerings are aligned with what matters most to you. We’ll be offering incentives for completing the survey, and we appreciate your time in helping us serve you better.

Quality Assurance

To maintain these high standards, we’re implementing continuous quality assessments through employee spot checks and secret shopper evaluations conducted by both members and Forbes. These assessments enable us to promptly address any areas needing improvement.

We’ve meticulously defined hundreds of standards across the club, covering everything from the speed of food service in club dining areas to the way you’re greeted when you walk through our doors.

Thank you for being a part of MAC. We are excited to serve you and look forward to continually enhancing your experience. Your satisfaction remains our top priority, and we are dedicated to making every moment at MAC truly extraordinary. With these enhancements, we not only are investing in the present but also in the future of MAC, ensuring that your membership experience is unparalleled for years to come.