Consistency is key to your club’s success. As a high touchpoint business with a large staff, being consistent across your operation is paramount.
In our club, for example, safety, cleanliness and service are our calling card. It is in the forefront of all of our operations, programming and member decisions that we make. To ensure constant commitment to this, we have our Manager on Duty (MOD) program.
From open to close we have a designated, fully-trained MOD. A typical MOD round will take the manager through all departments and around the entire complex, including the outdoor areas and parking lots. Through the round they interact with members and staff. This helps bolster retention and engagement with our members and staff, while ensuring the safety, cleanliness and service of the club.
Safety, security and service have always been the three pillars of our MOD round. In our response to COVID-19, we have added a fourth “S” to include sanitation. Our MOD is on the lookout to ensure high-touchpoint wipe downs in each department, social distancing is adhered to, and that an ample supply of hand sanitizer and disinfecting wipes are stocked and ready for use by the members and staff.
The round is documented on the MOD log sheet every two hours the club is open. The log lists each department and area of the campus to check and has a section for general notes and follow up. We also document a check of the AED and its battery on the MOD log.
The round sheet is reviewed the following day by a member of the executive team for follow up and adjustments where needed.
The MOD program and round sheets have assisted us in maintaining our high marks of safety and service, and has been lauded by our insurance carrier.
A simple and effective MOD program and documentation can help keep your club in its best shape for the safe enjoyment of your members.
If you’d like a copy of our MOD rounds sheet, please email me at marving@stonecreekclub
andspa.com.
