Managing and Developing
seminar series designed for all levels of golf, hospitality and
resort management personnel, developed and facilitated by Ed Ormsby
NGCOA Conference 2019
will forget what you said. They will forget what you did. But
they will never forget how you made them feel."
is more important to the future success of golf and hospitality
businesses than member and guest retention and growth.
And this can only be accomplished through a properly trained,
satisfied, loyal and productive staff.
there must be, but the interests of customers and not profits
are the first consideration."
Matthew Gloag, founder, The Famous Grouse Scotch Whiskey 1909
few individuals in golf, hospitality, or for that matter, any
business, including those in upper management, have ever
been exposed to formal leadership, management or customer service
training. How, then, can they be expected to most effectively
lead, manage or guide others to reach maximum performance in these
areas - - - and RETAIN the best ones as employees?
cost of ineffective management to businesses is mindboggling:
Employee turnover is estimated to exceed 30% annually in the
non-food sector of the hospitality industry. hotelmarketingstrategies.com
It costs up to 50% of annual salary to replace an entry-level
employee; 150% for middle-level ones. WebProNews
people leave their jobs because of their bosses. "The
Top 8 Reasons Your Best People are About to Quit" - - -
Profit and growth are stimulated primarily by customer
is a direct result of customer satisfaction.
Satisfaction is largely influenced by the value of services
provided to customers.
Value is created by a properly trained, satisfied,
loyal, and productive staff.
do the math for your business.