Powerpoint presentation to orient new employees to the vision, mission, expectations and service ethic at the River Club

1. 5/23/2011 Welcome Aboard! 1 Welcome to the River ClubDeveloped by Crescent Resources, LLCManaged by East West Partners Club Management River Country Club New Employee Orientation

2. 5/23/2011 Welcome Aboard! 2 Our Goals for Today Understand our Mission and our Visionand how you fit in. Know what separates us from our competition in Atlanta. Realize that you are empowered and that you have to seek out opportunities to WOW members and guests. Understand our Service Standards and Core Values to create an overwhelmingly positive experience for our members and our guests. Understand the importance of the member-staff relationship and the high-end private club concept and know the history of the River Club.

4. Championship Golf Course

5. Sports Center

6. Clubhouse

7. Nature Trail

8. All amenities were envisioned and designed to set a new standard for quality, service and attention to detail. Total cost > $30 Million

11. Since 1973, EWP has developed master planned communities and resorts throughout the United States from Seattle to Jacksonville.

12. The club-centric division was formed in 1992

14. 5/23/2011 Welcome Aboard! 7 Our VisionRemarkable Service Sets us Apart The River Club differentiates itself from other outstanding clubs by developing and implementing a higher level of personalized service that is engaging and highly-attentive to our members and guests needs and desires. Your CONSTANT goal is to create a remarkable experience for members and their guests. You MUST seek out opportunities to impress members and guests at all points of interaction. Your ‘reason for being’ at the River Club is to create the best possible experience for everyone who comes within 20 feet of you anywhere on club grounds. People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Maya Angelou

16. We have to anticipate the needs of our members, meet these needs, and provide a level of personalized service that exceeds their expectations. This highly-attentive level of service is rare and is therefore REMARKABLE.

17. We must consistently focus on improving and perfecting our skills so that we continue to provide professional, efficient, and EXTRAORDINARY service throughout the club.

19. Offering a cold, scented towel to a golfer during the hottest part of the day

20. Overhearing that it is someone’s birthday and bringing a card or dessert to them

21. Knowing what a member likes to drink and offering the beverage before asked

22. Offering a ride in a golf cart to a member who is walking towards the clubhouse

24. 5/23/2011 Welcome Aboard! 11 Moments of Truth What is a “Moment of Truth”. Average is 28 Moments of Truth per member. Understand the importance of every interaction you have with a member or guest. It can be positive or neutral and we strive to make each interaction overly-positive and memorable. The continuous cycle of Moments of Truth determines the perceivedservice level at the club. Their perception is all that matters to us and is actually the reality of the River Club.

26. Repeated favorable impressions create an overly positive perception.

28. 5/23/2011 Welcome Aboard! 14

35. Awareness! Do you pick up on visual cues of those who need assistance? BE THERE (Be Fully Present)

36. Do you give yourself and your time to others? MAKE THEIR DAY

37. Are you perceived to be gracious and helpful? CHOOSE ATTITUDE

40. Formal greetings and goodbyes are important. “Yes Sir & No Ma’am”, “Hello Gentlemen, Ladies or Folks” , “It is a pleasure to meet you”, “Thank you for visiting the River Club”, “Have a pleasant afternoon”, “Enjoy your round gentlemen” ALL ARE EXAMPLES OF COMMON COURTESIES. PLEASE USE THEM AND NOT SLANG !!!! Avoid ALL Slang - No “Yeah”, “Hey” or “You Guys”

41. Greet members by proper names. Know titles like Dr., Dr. and Mrs., Mr. and Dr., etc.

42. Respond to thank-you’s with “it’s my pleasure” or “you’re most welcome”.

44. 5/23/2011 Welcome Aboard! 24 What you can expect from us We will treat you with dignity and respect as you are our most valuable asset. We will spend the time and provide you with adequate training to succeed. Training for life! We have an open door policy and will always listen to your concerns or ideas. We want to hear your fresh ideas and input on ways to improve. ($100 for each idea that we implement) We will empower you to seek out novel new ways to impress our members and their guests.

45. 5/23/2011 Welcome Aboard! 25 What we expect from you To treat others with respect and dignity and work as a team. To act with integrity and honesty at all times. To exhibit a positive and generous attitude at all times. To follow all employee policies, rules and regulations. To keep the facilities in a perpetual state of cleanliness. To be uncompromising in your commitment to excellence, quality, and service. To help improve our operation by making suggestions or recommendations. To strive to improve our business everyday. To display professionalism and manners. To attain our VISION, achieve our MISSION, and maintain our SERVICE STANDARDS. And, to enjoy yourself doing all these things.

46. 5/23/2011 Welcome Aboard! 26 Review and Questions How you perform is EXTREMELY important to our Mission and achieving the Club’s Vision. You must constantly seek out ways to impress members and guests through your highly-attentive and personalized level of service. We MUST exceed our members and their guests expectations at every opportunity. Ensures the WOW effect and creates the “Buzz” around the Club. We will be the talk of the town and it is so remarkable that others will want to experience it…and perhaps live here. You have the POWER to make someone’s day. Never underestimate this power. Use your senses and experience to go above and beyond the call of duty and be REMARKABLE. Work hard, have fun doing it and let us know how we can do it better or more efficiently.