SOUTH STUDIO 3
Richard Arnold - General Manager - Earl Grey Golf Club
Stop the Churn: Strategies to Improve Employee Commitment & Retention
Have you ever has such a fantastic experience at a Golf Club, Hotel, or Restaurant, and
wondered how they do it? Danny Meyer, a New York Restaurateur has taken Hospitality
to another level and many organizations are standing up and taking note. His company
believes that the most important thing people can do to drive performance is to first take
care of each other. Based on his company philosophy and Educational Programs, this pre-
sentation will demonstrate that the 'Employee experience' drives the 'Member experience'.
Creating a positive environment for your team is the most important step in creating a
memorable Member experience.
In this presentation you will learn how to:
• Sustain excellent service and caring Hospitality to make positive
connections with your members
• Create unique guest experiences by reading, interpreting,
and responding to Members' behaviours
• Recover from problems and mistakes, making unhappy Members,
your most loyal Members
• Build systems and structure that will produce consistently good Member experiences
02
TUESDAY, NOVEMBER 27
