Granite Gold Hospitality

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

Granite Gold Hospitality (GGH) is a commitment by the Granite Club Team to provide unparalleled service, foster genuine connections and anticipate the unique needs of each Member through a specialized employee training program. GGH outlines how employees can exceed Member expectations in four key pillars:

G — Genuine Hospitality
O — Outstanding Attention to Detail
L — Listening and Anticipating Needs
D — Dedication to Excellence

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

After the concept was designed by the Club’s Department Managers and Senior Management team, GGH was rolled out to all employees. Existing employees attended a half-day session during the fall 2024 launch, and all new employees are grouped together in a monthly session to introduce them to the program and set expectations early on. The session itself consisted of a formal presentation by senior managers, role playing exercises to explore practical applications of the four pillars, a Q&A, a group photo, a take-away leaflet and a GGH pin. The pin signifies that the employee is “GGH-certified” and is worn daily as part of their uniform, symbolizing a badge of excellence in hospitality. The program was promoted to Members in our bimonthly magazine and has since received great Member feedback regarding our team’s attention to detail, and their level of food and beverage knowledge in our restaurants.