Golden Ticket

How has this idea enhanced your club's operation, etc.?

Bishops Bay Country Club is always looking for ways to acknowledge the hard work our staff put into every shift they work. We introduced our Golden Ticket program to take part in our Staff Incentive launch program. At high touch points of the club, drop boxes were put out along with blank Golden Tickets, we encouraged members and fellow staff to drop in any positive comment that they had experienced while interacting with the staff. Each week at management meetings, we would take the last few moments to read through the amazing work and draw at random staff to win prizes including tickets to concerts, waterpark entries, Brewers games, Golf equipment and much more. Management also makes the point to acknowledge the staff on their job well done verbally in their next interaction.

How was this idea implemented, and what have been the club members' reactions?

This idea was implemented to “Catch” staff members in the act of going above and beyond a member’s expectations. Members got very involved with the program and loved participating by filling out our Golden Tickets with how a staff member personally impacted their experience at the club. They also responded well by seeing the staff recognized in our monthly newsletter and seeing that they were rewarded for their desire to enhance the members personal experience at the club. This led to staff continuously exceeding member expectations and providing a better experience for those at the club.