Service Values & Security Go Hand in Hand

Houston we have a problem

100

The security staff should never discuss this with staff, Members or Guests

What is confidential Member Information 

200

Knowledgeable Security / Concierge staff prevent issues before they become this

What are initial impression conflicts

300

• This Term is the authority & trust the Leaders of HRC invest in our Security/Concierge, Maintenance & Hospitality Professionals to resolve conflict

What is Empowerment?

400

• Empowerment includes this when presented with Conflicting situations

What is “Taking Ownership”?

500

• Apologize, Listen & Empathize, Fix the Problem in a timely manner, keep your promises, & follow up are the steps of this process.

What is the Service Recovery Process?

Howdy- Come on in!

100

• Members should feel this from The Entrance Concierge & Valet Services.

What is a Welcoming Feeling of Home Away from Home?

200

• A valet opening a car door with a smile demonstrates this core hospitality value.

What is a Respectful First Impression

300

A clean parking lot, trimmed landscaping, and polished entrances reflect this club standard

What is pride in appearance?

400

The ultimate goal of hospitality and security working together is for members to leave feeling this way.

What is Welcomed, safe, and Valued?

500

• This investment allows members to enter quickly while maintaining access control.

What is Member identification access system ?

I see Nothing!

100

The best Security Staff is one who is highly visible but never intimidating

What is approachable security?

200

Security's primary goal is protecting people, property, and this

What is the club's & Member’s reputation?

300

Club Culture, Silent Service with Discretion is more valuable than this.

What is Drawing Attention to Yourself

400

This principle means greeting members by name whenever possible.

What is personalized hospitality?

500

At a private club, members expect this level of privacy regarding their activities and conversations

What What is confidentiality?

I Believe I Heard you Say..

100

• Exceptional Hospitality anticipating a Members Desires Before it's Requested.

What is Being Proactive to Unstated Member needs?

200

• The most effective club employees understand that every interaction with Members creates this.

What is Member Trust, Retention, & a Feeling of Home?

300

• Communicating with the Team, Consistent Hospitality, Encourage each other daily & Evenly distribute the work, is defined by this compound term

What is “Teamwork”?

400

• Active Listening, Be Prepared, communicate efficiently, Deliver Sincerely, & Expect the Unexpected is the order of this important process.

• What are the ABCs of “Conflict Prevention”?

500

• Engaging with HRC Members in a positive manner & responding “Proactively” to stated and unstated desires & needs is considered this.

What is the most important of the HRC Service & Hospitality Values?

They are Exceptionally Exceptional

100

• All of these People are always treated with Exceptional Hospitality from the time they enter the Club until they leave.

Who are Valued Future Members?

200

Teamwork inspired Hospitality that is consistent, identical & Beyond Member Expectations in every department of HRC is called this

WhatWhat is considered “Lateral Service”? is professionalism?

300

• HRC Members, HRC staff, & HRC Business Partners are included in this

What are the 3 categories of People in the Vision of Exceptional Experiences of Exceptional People

400

• This is the Attitude, Demeanor, & Image we portray to our Members

What is Professionalism

500

• What is Exceptional Experiences for Exceptional People?

This is the HRC “Vision of Hospitality”