Title Page
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Site conducted
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Conducted on
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Prepared by
Club General
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Auditing Club General?
Lighting
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All lights should be on and operational. No bulbs out.
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All lighting within a visual area must be a consistent color temperature (all cool or all warm) and intensity (same wattage).
Scent (for clubs in program)
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Confirm "scent" is active in lobby (can smell but is not overwhelming) and that towers are tastefully placed.
Televisions
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All TVs (showing golf or relevant sports) in public areas must have sound off and closed captioning on.
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Do you have TVs used for marketing display (Enplug)?
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TVs that are used for marketing display (Enplug) must be showing current content and be sized appropriately for the screen.
Concierge/ Reception
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Product: Review concierge desk (clean/uncluttered, posted MOD sign, chair height is the same as desk height), confirm hours of operation are consistent weekly.
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Service: Observe concierge to identify if he/she is welcoming and helpful upon arrival and review if concierge is dressed in professional attire that is consistent with the Club's atmosphere.
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Other comments Club General:
Golf Operations and Retail
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Auditing Golf Operations and Retail?
AMM
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Active Member Management (AMM) Events are designed to keep at risk Members engaged at the Club. There should be 2 events per month for this.
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Ask DOG/HP about the Active Member Management (AMM) Event scheduled for next month and have them describe how it will be executed.
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Play 9 is part of Active Member Management (AMM) in which golf coaches will go out and play 9 holes with an at risk Member.
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Ask DOG/HP - what is your budget for Play 9 for the month? How many have been completed and what % of your budget is achieved?
Programming
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Tier 1 programming to fill white space are events that are meant to drive activity and fill the tee sheet during non peak times.
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Inquire with DOG/HP, what is the next scheduled Tier 1 programming event (to fill white space on tee sheet)?
Tee Times
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Tee Time policies are things such as when booking should be available, what is the TBD Removal policy, what is the No Show policy, and how are twosomes being managed.
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Review Tee Time policies with DOG/HP - ensure consistency with standards when tee sheet opens, TBD policy, twosome management, when members can make tee times and how changes and no-shows are managed.
Retail
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Does the Golf Shop and Pro Shop counter look inviting and clean?
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Do the displays feature products in interesting ways?
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Review retail programming - what product/equipment/service is being promoted? Are new products being promoted to all members or to specific member groups?
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Are new products being promoted to all members or to specific member groups?
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Other Comments Golf & Retail Operations:
Golf Course Maintenance
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Auditing Golf Course Maintenance?
Greens
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Drive course and spot check greens for: 100% turf coverage, no visible weeds, well trimmed and a consistent green color.
Course Conditions
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Drive course and spot check the following: Good turf coverage and color, tees/fairways/rough mowed out with minimal clippings, bunkers clean and free of grass/weeds and recently edged.
100 Yard Zone
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Walk 100 Yard Zone and review the following: Parking lot free of trash, lawns mowed and weed free, plantings full of color with appropriate ground coverage.
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Other Comments Golf Course Maintenance:
Food and Beverage
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Auditing Food and Beverage?
Menus
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Portion Sizes: On the dinner restaurant menu, are there at least 2-3 different portion sizes of steak? (i.e. 8 oz Filet & 12 oz Ribeye)
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By Day Parts: Does the Club have separate Day Part Menus - meaning lunch vs dinner vs bar?
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Discounts: Inquire what current discounts are being offered and when? Specifically look at "Happy Hour". Confirm that discounts are being offered during need periods.
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Rotation: Check that the date is printed on every menu.
Beverage
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Listed below are items that are Back Bar compliant:
- Back Bar Well Vodka: New Amsterdam, Whiskey: Jack Daniels, Tequila: Jose Cuervo Silver
- Back Bar Core Vodka: Grey Goose, Bourbon: Woodford Reserve, Tequila: Matro Dobel Diamond
- Back Bar Wine Three Thieves: Pinot Grigio, Chardonnay, Pinot Noir, Cabernet Sauvignon
- Back Bar Draft Beer Miller Lite or Coors Light, Blue Moon, Modelo Especial (if 4 taps or more) -
Confirm that the spirits carried are Back Bar compliant. Check that specific spirit labels are highlighted on the cocktail list.
Club Eats
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Ask GM to share "To Go" strategy - review Club Eats menu and serving vessels for compliance and confirm use of the QikServe App.
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Other Comments F & B:
Member Experience
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Auditing Member Experience?
Member Onboarding
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Confirm the Club has consistent and regular Club 101s (orientations).
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Review New Member Survey Scores and discuss plans to improve areas below a 4.0.
Programming
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Confirm the Club has an active calendar that is on the website and communicated in emails.
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Confirm there are a variety of events (Tier 1 – Tier 5) that speak to the Club demographics (family, golf, foodies, etc.). Inquire what is the next scheduled Tier 4 event?
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Review Bottom 20 Spender List and ask Club to outline strategy to engage.
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Other Comments Member Experience:
Membership Sales
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Auditing Membership Sales?
Promotions/Collateral
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Look at current membership sales materials/folders - confirm rates and offerings are current and that the contents are professional and appealing.
Goals
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Inquire with each person in Membership Sales - ask "what is your Sales plan for the month and how are you tracking to it?"
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Ask each person in Membership Sales to walk you through their prospecting plan for the month.
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Ask GM when the last Sales meeting was held and have him/her advise where the Membership department is to plan - for the month.
Tours
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Ask GM how many tours he/she has participated in this week? How were they involved? What were key take aways and focus point?
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Other Comments Membership Sales:
Private Event Sales
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Auditing Private Event Sales?
Promotions/Collateral
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Look at current PE menus - identify when they were last updated and confirm that the presentation is professional and appealing.
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Review promotional displays and signage regarding Sales offerings to confirm they are current and relevant.
Goals
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Inquire with each person in Private Event Sales - ask "what is your Sales plan for the year and how are you tracking to it?"
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Ask each person in PE Sales to walk you through their prospecting plan for the month.
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Ask GM where the Private Event department is to plan for the year.
Tours
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Walk all tour space - provide feedback on areas that are not "tour ready" (are all private event rooms in a condition to be shown to perspective clients?)
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Other Comments PE Sales:
Racquet Sports
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Auditing Racquet Sports?
Programming
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Check if First Start and Right Start collateral are visible. Ask staff to describe the 2 programs.
Calendar
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Locate Racquet Sports calendar and confirm there is a minimum of 1 social event per month.
Windscreens/Nets
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Check windscreens for no rips/sagging and confirm all are fastened at the top & bottom. Walk tennis and pickleball courts to confirms nets are hung properly with no visible holes.
Staff Bios
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Locate Instructor Bios and ensure required items for each person (play level, certifications and title).
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Other Comments Racquet Sports:
Fitness
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Auditing Fitness?
Fit Starts (Staffed Facilities)
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Is Fit Starts marketing collateral posted? Ask the staff about the Fit Starts program.
Facility and Equipment
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Walk fitness floor to confirm equipment, floors and mirrors look clean. Pay particular attention to the base of cardio equipment, window sills and entrance door.
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All equipment must be stored in racks/containers - nothing should be laying without purpose on the floor.
GX Schedule
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Find GX schedule and ensure it is current based on date of the visit (by the 23rd of current month, schedule for following month should be posted).
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Does GX schedule offer a mix of classes? 1/3 mind/body, 1/3 conditioning, 1/3 cardio/dance/movement.
Staff Bios
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Locate Fitness Bios and ensure the presentation is professional and on a Canva template.
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Other Comments Fitness:
Completion
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When you select the checkmark, this audit's results will route to the Club GM
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You will need to download and email the audit report to individuals other than the GM that you want to receive it