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OUTSIDE GOLF OPERATIONS MANUAL

Augusta Country Club

Adam LindleyVOL. 112/31/16

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ACC Golf Operations Mission……………………………………………………. 3

Staff Expectations ....………………………………………………………………. 4

Operational Goals …………………………………………………………………. 5

Cart and Bag Service ……………………………………………………………6 – 9

Driving Range Service ………………………………………………………… 9 – 11

Picture References………………………………………………………………. 12 - 23

General ACC Employment Regulations …………. Refer to ACC Employment Handbook.

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Augusta Country Club Operation Mission

The Golf Staff will promote and elevate the enjoyment of the game through courteous and friendly service.

This manual will provide a framework for facilitating the golf services operation and executing the mission set forth at Augusta Country Club. It will serve as an evolving reference guide to our golf services staff in order to create a superior golf experience for our members and guests. This manual will be maintained and updated as needed to provide an accurate description of the labor standards and procedures to be followed in each area of the golf services operation.

Core Values

Honesty

Enthusiasm

Hospitality

Quality

Integrity

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STAFF EXPECTATIONS

While the golf staff’s focus is to provide the ultimate golf experience for the members and guest, the staff should be able to achieve their personal and professional goals, as well. The following characteristics are guidelines for the staff to follow to ensure that they are projecting the image Augusta Country Club strives to uphold.

AppearanceWell-groomed and professionally dressed

AttitudePositive in approach and optimistic in all situations

CourtesyDisplays manners, sincerity, and good listening skills

EnthusiasmShows genuine interest in the job

HonestySpeaks and represents truthfulness at all times

IntegrityActs with integrity under all circumstances

The golf services operation will be the foundation of Augusta Country Club’s operation. We will have the first and last points of contact with members and guests and be in contact with them throughout their day.

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GOLF SERVICES OPERATIONAL GOALS

Communication with GuestsIn communicating with members and guests we will be outgoing, warm, and most

important, professional. The golf services staff will be expected to always greet members and guests, make them feel welcomed, and show genuine concern for their well-being. The staff will have the task of making a great first impression,

and a lasting final impression.

Communication Amongst the StaffOur communication with each other must be seamless in order to provide an

outstanding golf experience for our members and guests. We will share as much information as possible with each other about our member’s and guests’ needs,

locations, tendencies, etc. The golf professional staff will have an open door policy and will look for feedback from the outside services staff.

Attention to DetailThe golf services staff will practice a “no stone unturned” policy with regards to the golf operation. Doing and noticing the little things will set Augusta Country Club apart from other courses. The staff will be expected to address all facets of

the operation with great care and attention to detail.

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CART AND BAG SERVICE

The cart and bag staff may be the first contact point for our members and guests. It is imperative that set a positive and friendly tone and be pro-active in assisting with the needs of our customers. The standard will be set high for our outside staff in the areas of cleanliness, organization, and service. The following standards will be maintained without exception

Bag ServiceWhen possible there should be someone near the starting stand at all times helping our guests unload their clubs from their car or carrying their clubs from the parking lot. If a staff member needs to leave the area to clean carts or pick the range, they

should communicate with the starter. Always let them know where you are. Attending to bags and cleaning clubs will generate tips.

InteractionEach staff member should acknowledge and interact professionally with any guest

they come in contact throughout the day. As a staff member, you should always have a smile on your face, a positive attitude, and a willingness to help our guests

enjoy their golf experience.

Everyone should welcome players upon their arrival, ask if they are enjoying their round at the turn, and thank them for spending the day with us after their round (no exceptions).

Reasoning AbilityAbility to apply common sense understanding to carry out instructions furnished in

written, oral, or diagram form.

Physical DemandsThe employee is occasionally required to sit. The employee is frequently required to stand and walk. The employee is occasionally required to lift up to 30 pounds above the waist. The employee is occasionally required to bend, stoop and twist.

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Work EnvironmentWhile performing the essential functions of this job the employee is rarely indoors in a controlled environment and will be outdoors in an uncontrolled environment

and experiences a low to medium noise level in the work environment.

Work RulesViolations by an employee of work rules will be considered sufficient grounds for

disciplinary actions, ranging from reprimand or suspension to termination of employment.

(Refer to Augusta Country Club employee handbook for more detailed rules)

Idle TimeIf there is idle time, outside staff members should find something productive to do while staying visible (or having someone else be visible) to serve guests that may

arrive. This should include detailing carts, cleaning around the clubhouse, restocking & cleaning the restroom, and anything else that will help us present an

exceptionally clean product. A list will be posted in the cart barn.

Golf CartsEach golf cart will be stocked with eight golf tees, two green towels, two water

bottles in the cooler, one pencil placed on the right hand side of the steering wheel displaying the country club logo, one clean unused score card, and the two filled sand bottles. There should be no trash, dust, or dirt in any front compartment or

back storage basket (no exceptions). There should be no water spots on the windows or the body of our carts. They should be wiped down with a damp towel

or sprayed with Windex. (Refer to pictures on pages 14-17 under golf cart for the proper display).

Push CartsDuring your shift, each style of push cart should be restocked.

(Refer to pictures on pages 21-23 under push cart to see how each one should be stocked).

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AppearanceAll staff members should come to work looking professional. This includes (but

not limited to) clean shaven or trimmed, hair combed, clothing wrinkle free, shoes clean, shirts tucked in, and name tags worn at all times. Hats should not be worn

backward at any time and any headwear worn must have a golf logo on it. No hats from other courses.

RadiosThere should be a radio with each staff member at all times. Please speak

professionally and politely at all times on the radio. You don’t know if there is a member or guest near someone else on staff with a radio who may overhear your conversation. There should never be anything negative said about any member or

guest over the radio.

Golf Cart TowelsKeep towels in the proper place in the cart barn. Dirty towels should be cleaned

using the washer and dryer daily. (Refer to pictures on pages 18-20 under Green towels for example on how fold

one).

Sand BottlesSand bottles should be filled each evening and put on each cart for play. Sand for the bottles can be obtained at the maintenance facility by driving a service vehicle to maintenance and filling the back of the cart with sand. Sand on the course will

be done daily. Sand bottle locations on the course are as followed; 5,8,10,12,14,16.

Cart MaintenanceIn the event there is a problem with a golf cart, a Maintenance Form (located in the

black binder) should be filled out and attached to the steering wheel of the golf cart. Also make a note on the dry eras board so that all employees know which cart

not to use.

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Work ScheduleThe schedule for the Bag Drop, Cart Barn, and Range will be completed with-in 72

hours of the current schedule. Any special request will need to be turned into the supervisor prior to the 72-hour dead line. If request is turned in after this time they are not guaranteed. If there needs to be a schedule change notify the supervisor and

he or she will approve the change.

Driving Range Service

The Golf Staff will promote and elevate the enjoyment of the game through courteous and friendly service.

Blue Strap Set UpOnly move straps one yard at a time. Set lead strap at the front of the divot line

from the previous day and move back strap two yards behind that strap. (Refer to picture on page 12 under Driving Range).

Range Basket set upAt a minimum there will be nine baskets set up on the C tee, and a six on the A, and B tee. If range is set on Mats, then there should be at least fourteen baskets.

(Refer to picture on page 12 under Driving range).

Ball Set UpSet up baskets three yards apart and against the back strap to keep baskets in a

straight line.

Monitor Ball BasketsEvery hour throughout the day make sure baskets are full. When you see baskets at

half full refill and reline with strap. Keep straps and baskets neat and lined up.

Learning CenterWhen open check to make sure each bay has at least three baskets of balls for

instructors to use.

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*Note: The Learning Center will be using pink and purple golf balls for certain occasions. When you pick the range sort the golf balls by color and wash them separate from the white range balls. Return these immediately.

(Refer to picture on page 12 under Driving Range).

Pick BallsRide the ball picker throughout the day, maintaining a clean appearance on the

driving range. Make sure you always have enough balls to refill all baskets on the tee then move on to other duties. Keep right side of range picked first including the

first fairway and be careful not to pick up player’s ball playing number 1.

Ball CleaningNever put unwashed ball on the tee for players to hit. Every ball picked will be ran

through the ball washer.

Ball SortingWhen balls are being washed they should also be sorted. The old balls that have become damaged dispose of them in the container provided down at the range.

(If the Titleist or number is hard to read, box it up or put in the big grey trash bin)(Refer to pictures on page 13 under Ball sorting).

BunkersKeep balls raked out of bunkers during slow time so you can easily pick up balls

with the picker.

Club Cleaning BucketsThere should be one cleaning bucket on each practice tee. The water should be

emptied and replaced with clean water every day.

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Bush and Tree LineBush line between teaching tee and practice tee and at the end of the black fence needs to be cleaned out. Tree line all along the back side of the range needs to be

cleaned out.

TrashBoth trash cans on the practice tees will be check throughout the day, and taken out

if needed.

Short Game AreaOpening and closing range attendant will check the short game area before leaving

for the day.

Range PickerOpen and closing shift will inspect the ball picker for issue before use. If repairs

are need inform the supervisor or the pro shop. Once the range is set for the night, the range picker will be washed down and parked in the cart barn.

Weekly ScheduleMonday: Stays cleaned unless a tournament is being held that day.

Tuesday: Set up by 7:30 am

Wednesday: Set up by 7:30 am. Close at 7:00 pm to be clean picked for mowing on Thursday morning.

Thursday: Set up by 9:00 am or when mowing is complete.

Friday: Set up by 7:30 am

Saturday: Set up by 7:30 am

Sunday: Set up by 7:30 am Close at 7:00 pm to be clean picked for mowing on Monday morning.

*The times will change when time change has occurred. You will be notified by the Supervisor.

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Driving Range

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Ball Sorting

(Example of a bad golf ball).

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Golf Carts

(Sand bottles will face inboard and be full of sand).

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Golf Carts

(Put ice in here if you are putting cart in staging area)

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Golf Carts

(This is how the Score card and pencil will be displayed.)

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Golf Carts

This is how the compartments will look. Clean tees, no trash in the cup holders, and towels facing the same direction.

Green Towels

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Green Towels

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Green Towels

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Push Carts

(Two Wheel Push Cart Set up)

Push Cart

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(Newest Model Three Wheel Push Cart Set Up)

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Push Cart

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