New Member Yearbook

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

With a record influx of 63 new Club member families in the 2017 calendar year we needed to quickly find a method to organize their information and communicate it to our service staff teams. This will thus set them up for success and allow them to easily provide the exceptional service and recognition as dictated by Carriage Club service standards. It was decided that we would create a “Yearbook” of sorts with all of our 2017 new members. This yearbook would be placed at each major dining outlet. Each member’s page would consist of their family photo, contact information, name/age/birthday of all children, and a space for a server to write in new findings in areas such as dietary restrictions, dietary and beverage preferences, general interests and important information.
This idea has already enhanced our club’s operations as it allows all staff members to quickly and efficiently familiarize themselves with our new members to allow them to feel welcomed, recognized and appreciated even if it is their very first visit to that dining room.

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

This idea was implemented upon creation of the yearbooks which was simply a matter of gathering and consolidating all pertinent information and inputting it into a format that was easily transportable and digestible for all staff members. Service staff was trained to make note of any details they learn tableside so that other staff team members could seamlessly learn and apply that same information in real time. The initial impact of this idea was extremely well received for both staff members as well as club members. The staff teams were excited to flip through the books and familiarize themselves with our new member faces. The new members were greatly receptive of this as the impact has already been extraordinary in a short amount of time. An example of this is the Koehler family. On Halloween we learned not only that Mrs. Koehler was Gluten free- but that her children’s favorite candy is Twizzlers. Those notes were taken in the books- and later when the Koehler family RSVP’d to our Santa Brunch we were able to confirm for her, unprompted, that there would be Gluten Free items available. Not only that- but when we noted that the Santa Brunch would fall on her son’s 5th birthday, we were able to surprise the family with Balloons and a card at their table as well as a bowl of Twizzlers. The look on their faces was priceless!