Systems to set your staff up for success
In the golf and hospitality world, one of the most common challenges isn’t just finding great staff—it’s keeping them. Especially in seasonal businesses or regions where the labor pool is tight, employee turnover can feel like a never-ending cycle.
But here’s the good news: with the right internal systems, you can set your team up for success from day one—and build a culture where people want to stay.
Let’s break down the systems that help clubs attract, train, and retain great staff, while creating consistency, efficiency, and morale along the way.
Structured Onboarding: Start Smart
First impressions matter—for employees too. A proper onboarding experience includes:
- A clear introduction to the club’s mission, values, and expectations
- Health and safety training specific to their role
- Shadowing or job-specific checklists
- A welcome package or personal greeting from their manager
One smart strategy? The 3/30/90 Day Check-In. Meet with new hires after 3 days, 30 days, and 90 days. Ask what’s working, what’s unclear, and what they need to succeed. It shows you care—and helps spot small issues before they grow.
Templates, Tools, and SOPs: Make Their Job Easier
No employee wants to feel like they’re guessing. Give them the tools:
- Checklists for daily open/close routines
- Templates for shift reports or event setups
- Clear, concise Standard Operating Procedures (SOPs) for common tasks
Think of these tools as their playbook. Less confusion = more confidence = better service.
Pro Tip: Upload SOPs to a shared drive or digital binder like the MYGIG Vault so staff can access them anytime from their phone or clubhouse tablet.
Communication That Works
Want a team that’s aligned and accountable? Then make sure everyone knows what’s going on.
Here are some proven tactics:
- Daily Hot Sheets: A quick daily rundown of weather, events, VIP guests, and priorities
- Weekly Team Huddles: Short, focused meetings to align and motivate
- WhatsApp/Group Chats: Easy updates for last-minute changes or morale boosters
Communication isn’t just about logistics—it builds trust, prevents drama, and makes everyone feel like part of the mission.
Job Descriptions for Everyone (Yes, Everyone)
Too often, only frontline staff have job descriptions. But to create clarity and accountability, every role—from GM to cart attendant—should know:
- What they’re responsible for
- What everyone else is responsible for
- Who they report to
- Who they can go to for help
- How their role impacts the member experience
Clear expectations reduce role confusion and increase task ownership.
Goals and Measurement: Give Staff Something to Aim For
Setting realistic, measurable goals helps employees stay motivated and focused.
Some examples:
- Pro shop staff aiming to increase merchandise sales by 10%
- Beverage cart attendants being recognized for upsells or guest compliments
- Maintenance teams rewarded for keeping pace-of-play signage visible and consistent
Leaders should define goals, assign training on how to achieve them, track them regularly, and share progress with the team. Revise and repeat.
Recognition and Reward: The Retention Glue
Motivation in the modern workplace goes beyond money. Employees want to feel seen and valued.
Some recognition strategies:
- Peer-nominated shout-outs
- Staff appreciation lunches
- Manager thank-you notes
- "Caught Doing It Right" cards guests can fill out
Companies like Zappos and Ritz-Carlton are famous for celebrating service heroes—stories of staff going above and beyond that get shared and rewarded.
Even in golf clubs with small budgets, little things go a long way.
What to Avoid When Training Staff
- Information Overload on Day 1: Spread training out in digestible chunks
- Assuming Common Sense is Common: This is especially true with Health & Safety. Spell out expectations clearly
- Leaving New Hires Alone Too Early: Stay close during their first few shifts
- One-Size-Fits-All Training: Adaptable training that can be consumed in chunks lets the person set the pace.
Also avoid the old “sink or swim” mentality. You’ll lose great people fast.
Final Thought: Good People Deserve Good Systems
You can’t control who walks through your clubhouse doors looking for work. But you can control the systems you offer once they join.
When your internal structure sets employees up to succeed, they’re more likely to stay, grow, and deliver the experience your members expect.
Golf Industry Guru offers tools and templates to make that easier—onboarding frameworks, SOP libraries, manager coaching content, and more.
Because in this industry, training is retention. And smart systems are the secret sauce.
Let’s build workplaces people want to return to.
