New Team Member Orientation

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

In the past Congressional Country Club had a traditional orientation; on your first day new team members would sit in one of our meeting rooms and review the handbook page by page which encompassed rules and regulations of the Club. Typical reactions included excessive coffee drinking, boredom, fear, agitation, and concern. Is that what orientation should be all about?

We knew it was time to make a change—and a drastic one! The goal was to have all new team members to have a sense of pride in belonging once they had completed orientation. The first day of the orientation focuses directly on the new team member (“You”), and the second day of the orientation focuses directly on the new team and entire Club (“Us”). The program was initially rolled out to all current team members, and then to new team members so every single employee had the orientation experience. Not only has the program assisted in building a cohesive team, but it has reinforced the culture, increased morale, and strengthened relationships. The Board and membership gained a new understanding associated with the investment in our team, and how that then effects their performance to provide the best service and hospitality to our members.

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

In the initial planning stages of the orientation program, a variety of team members across different positions and departments were selected to meet regularly and collaborate to create brilliance. Over a year later, 10+ drafts, mock walk-throughs with senior leadership and key team members, the two-day program was given a formal stamp of completion. Within the two days, there are a variety of activities including a facility tour, golf game, team building exercise, craft, talent focus, full team social event, and guest speakers. All of the activities focus on the Club, our core values, our belief system, our culture, and the team itself.

The program was first rolled out to the current team, encouraging managers to schedule their team in waves over 3-4 months to ensure the operation was not affected. In the midst of a team culture shift, it was exceptionally important our current team members understood their value and importance by experiencing orientation first! New team members then followed as they were selected. At the end of 2017 we had over 475 people go through orientation, including team members who have been with the organization for an average of over 12 years.

Our goal in the future is to have about 2 orientations a month, which would allow for new team members to go through orientation in their first 1-2 weeks at the club. Because the program involves the entire team, the entire team looks forward to when orientation is scheduled. We have been overwhelmed by the positive feedback on a personal and professional scale that has resulted from the program, and look forward to continuing the unique concept for years to come!