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 Personal Information"? 

200

Knowledgeable Security / Concierge staff work Proactively to Minimize this

What are "First Impression Conflicts"?

300

• This Term describes the trust Leaders of HRC invest in our Security/Concierge, Maintenance & Hospitality Professionals to Prevent & Resolve Conflicts immediately

What is "Empowerment'?

400

• Empowerment includes this when presented with Conflicting situations

What is “Taking Ownership”?

500

• Apologize, Listen, Empathize, Resolve the Issue 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

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

What is a "Respectful First Impression"?

300

A Professional Warm Greeting, Clean Parking Lot, Immaculate Landscaping are Examples this HRC standard

What is "Pride in Appearance"?

400

The Ultimate Goal of Hospitality and Security/Concierge Working Together is for Members to Leave HRC Feeling this.

What is "Welcomed, Secure, & Valued with a Desire to Return"?

500

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

What is "Member Identification Access System"?

I see Nothing!

100

This Professional Trait for Security/Concierge Staff includes one who is highly visible and never intimidating

What is an "Approachable Demeanor"?

200

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

What is the "Club's & Member’s Reputation"?

300

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

What is "Taking All the Credit Yourself"?

400

This Policy includes Greeting Members by Name with a Proactive Style of Service.

What is "Personalized Hospitality"?

500

At HRC, This Policy includes Members expecting a High Level of Privacy Regarding their Activities and Conversations.

What is "Unwavering Confidentiality"?

I Believe I Heard you Say..

100

• Exceptional Hospitality anticipating 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 Build on these.

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

300

• Communication, Consistent Hospitality, Encouraging each other daily & Evenly Distributing 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 Their Stated and Unstated Desires & Needs is considered this.

What is the "Most Important of the 13 HRC Service & Hospitality Values"?

They are Exceptionally Exceptional

100

   People that 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 Equally Consistent, Identical & Beyond Member Expectations in every department of HRC is called this

What is “Lateral Service & Hospitality”?

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

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

What is "HRC Professionalism"?

500

• What is Exceptional Experiences for Exceptional People?

This is the "HRC Vision of Hospitality”?