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Remove photo5-Star and place intro, or mute the photo for the text OUTSIDE Promise Would be nice to leave room at the bottom for logo strip the LINES North Hills Club
Presented by McMahon Careers
O
n behalf of our team of at McMahon Careers, I am pleased to begin our regular contribution to the USPTA Southern Newsletter segment Outside the Lines Presented by McMahon Careers. In each issue of the newsletter, we will share an idea, a best-practice, or a recommendation that we believe can help everyone in their
role Off the Court...or, Outside the Lines. This month’s nugget is shared by the North Hills Club, a client of our firm, located in Raleigh, North Carolina. Jason Kinder, USPTA, is the Director of Racquet Sports at North Hills, and John Wilkening, CCM, the club’s General Manager. John was kind enough to share his conceptNORTH of a 5-Star Promise 5-Star HILLSand CLUB
Values. John and his Department Heads use this chart to help focus on, and in turn share with their team members, what the club envisions as the base expectation for every team member at the club.
5-STAR PROMISE
Mark McMahon, USPTA Master Professional President, McMahon Careers
Our promise is to create an environment that embraces serving others, being kind, and building relationships. We promise to deliver our standards consistently, in a professional, personalized, and polite manner. We promise to provide a great experience to each person, with every interaction. This is what keeps our Members, guests, and employee partners delighted with, and proud of, North Hills Club.
EACH EMPLOYEE PARTNER IS COMMITED TO DELIVERING OUR "5-STAR PROMISE" STOP, GREET, & SERVE; EVERYONE, EVERY TIME
Call them by name, and greet them with a big smile. Have a positive attitude and enthusiastic energy. Treat everyone with respect, kindness, and care. Ask if they need help, and personally see it through. Make it a habit to do more than asked. "Good enough" never is. There is never a traffic jam on the "extra mile."
BE SHARP; APPEARANCE, SKILLS, AREA
Come to work on time; clean, neat, with a crisp uniform, nametag, and a positive attitude. Be the best that you can be. Keep your area clean, organized, set, and supplied. Everything is to be operating to the appropriate standards.
BE ON THE TEAM; ASSIST, TRAIN, & COACH YOUR FELLOW EMPLOYEE PARTNERS
Be "responsible for" your role by demonstrating personal excellence, and "responsible to" the success of the Club by assisting, training, and coaching other employee partners to great performance. Remember: All of us is smarter than each of us. All of us win, or none of us do.
DO YOUR JOB; WORK ON ASSIGNED DUTIES AND/OR SPECIAL PROJECTS
When all are greeted and served, all areas are sharp, and all Members, guests and employee partners are helped, then the focus is on your specifically-assigned duties and special projects. You are significant and play a critical role. Own the results.
CELEBRATE; RECOGNIZE, REWARD, RENEW (PERSONAL, PROFESSIONAL, ORGANIZATIONAL SUCCESS)
"Thank you" is powerful. Use it genuinely and often. Recognize those who deliver the 5-Star experience. Reward those who met/exceeded their key result goals. Renew and continue to improve your product and service based on customer feedback.
Whenever anyone enters your area, stop what you are doing and immediately return your attention to "Stop, Greet, and Serve."
IF YOU CONSISTENTLY DELIVER ON THE 'STARS,' YOU ARE TRULY MAKING A DIFFERENCE! McMahon Careers offers career coaching and excutive education programs for racquet sports professionals and executive search services for employers. The firm also manages and delivers all services offered through USPTA DirectorSearch. For information visit: mcmahoncareers.com or USPTADirectorSearch.com
