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ACC Golf Operations Mission……………………………………………………. 3
Staff Expectations ....………………………………………………………………. 4
Operational Goals …………………………………………………………………. 5
Cart and Bag Service ……………………………………………………………6 – 9
Driving Range Service ………………………………………………………… 9 – 11
Picture References………………………………………………………………. 12 - 23
General ACC Employment Regulations …………. Referto ACC Employment Handbook.
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Augusta Country Club Operation Mission
The Golf Staff will promote and elevate the enjoyment of the game through
courteous and friendly service.
This manual will provide a framework for facilitating the golf services operation
and executing the mission set forth at Augusta Country Club. It will serve as an
evolving reference guide to our golf services staff in order to create a superior golf
experience for our members and guests. This manual will be maintained and
updated as needed to provide an accurate description of the labor standards and
procedures to be followed in each area of the golf services operation.
Core Values
Honesty
Enthusiasm
Hospitality
Quality
Integrity
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STAFF EXPECTATIONS
While the golf staff’s focus is to provide the ultimate golf experience for the
members and guest, the staff should be able to achieve their personal and
professional goals, as well. The following characteristics are guidelines for the
staff to follow to ensure that they are projecting the image Augusta Country Club
strives to uphold.
Appearance
Well-groomed and professionally dressed
Attitude
Positive in approach and optimistic in all situations
Courtesy
Displays manners, sincerity, and good listening skills
Enthusiasm
Shows genuine interest in the job
Honesty
Speaks and represents truthfulness at all times
Integrity
Acts with integrity under all circumstances
The golf services operation will be the foundation of Augusta Country Club’s
operation. We will have the first and last points of contact with members and
guests and be in contact with them throughout their day.
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GOLF SERVICES OPERATIONAL GOALS
Communication with Guests
In communicating with members and guests we will be outgoing, warm, and most
important, professional. The golf services staff will be expected to always greet
members and guests, make them feel welcomed, and show genuine concern for
their well-being. The staff will have the task of making a great first impression,
and a lasting final impression.
Communication Amongst the Staff
Our communication with each other must be seamless in order to provide an
outstanding golf experience for our members and guests. We will share as much
information as possible with each other about our member’s and guests’ needs,
locations, tendencies, etc. The golf professional staff will have an open door policy
and will look for feedback from the outside services staff.
Attention to Detail
The golf services staff will practice a “no stone unturned” policy with regards to
the golf operation. Doing and noticing the little things will set Augusta Country
Club apart from other courses. The staff will be expected to address all facets of
the operation with great care and attention to detail.
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CART AND BAG SERVICE
The cart and bag staff may be the first contactpoint for our members and guests. It
is imperative that set a positive and friendly tone and be pro-active in assisting
with the needs of our customers. The standard will be set high for our outside staff
in the areas of cleanliness, organization, and service. The following standards will
be maintained without exception
Bag Service
When possible there should be someone near the starting stand at all times helping
our guests unload their clubs from their car or carrying their clubs from the parking
lot. If a staff member needs to leave the area to clean carts or pick the range, they
should communicate with the starter. Always let them know where you are.
Attending to bags and cleaning clubs will generate tips.
Interaction
Each staff member should acknowledge and interact professionally with any guest
they come in contact throughout the day. As a staff member, you should always
have a smile on your face, a positive attitude, and a willingness to help our guests
enjoy their golf experience.
Everyone should welcome players upon their arrival, ask if they are enjoying their
round at the turn, and thank them for spending the day with us after their round (no
exceptions).
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in
written, oral, or diagram form.
Physical Demands
The employee is occasionally required to sit. The employee is frequently required
to stand and walk. The employee is occasionally required to lift up to 30 pounds
above the waist. The employee is occasionally required to bend, stoop and twist.
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Work Environment
While performing the essential functions of this job the employee is rarely indoors
in a controlled environment and will be outdoors in an uncontrolled environment
and experiences a low to medium noise level in the work environment.
Work Rules
Violations by an employee of work rules will be considered sufficient grounds for
disciplinary actions, ranging from reprimand or suspension to termination of
employment.
(Refer to Augusta Country Club employee handbook for more detailed rules)
Idle Time
If there is idle time, outside staff members should find something productive to do
while staying visible (or having someone else be visible) to serve guests that may
arrive. This should include detailing carts, cleaning around the clubhouse,
restocking & cleaning the restroom, and anything else that will help us present an
exceptionally clean product. A list will be posted in the cart barn.
Golf Carts
Each golf cart will be stocked with eight golf tees, two green towels, two water
bottles in the cooler, one pencil placed on the right hand side of the steering wheel
displaying the country club logo, one clean unused score card, and the two filled
sand bottles. There should be no trash, dust, or dirt in any front compartment or
back storage basket (no exceptions). There should be no water spots on the
windows or the body of our carts. They should be wiped down with a damp towel
or sprayed with Windex.
(Refer to pictures on pages 14-17 under golf cart for the proper display).
Push Carts
During your shift, each style of push cart should be restocked.
(Referto pictures on pages 21-23 under push cart to see how each one should
be stocked).
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Appearance
All staff members should come to work looking professional. This includes (but
not limited to) clean shaven or trimmed, hair combed, clothing wrinkle free, shoes
clean, shirts tucked in, and name tags worn at all times. Hats should not be worn
backward at any time and any headwear worn must have a golf logo on it. No hats
from other courses.
Radios
There should be a radio with each staff member at all times. Please speak
professionally and politely at all times on the radio. You don’t know if there is a
member or guest near someone else on staff with a radio who may overhear your
conversation. There should never be anything negative said about any member or
guest over the radio.
Golf Cart Towels
Keep towels in the proper place in the cart barn. Dirty towels should be cleaned
using the washer and dryer daily.
(Referto pictures on pages 18-20 under Greentowels for example on how fold
one).
Sand Bottles
Sand bottles should be filled each evening and put on each cart for play. Sand for
the bottles can be obtained at the maintenance facility by driving a service vehicle
to maintenance and filling the back of the cart with sand. Sand on the course will
be done daily. Sand bottle locations on the course are as followed; 5,8,10,12,14,16.
Cart Maintenance
In the event there is a problem with a golf cart, a Maintenance Form (located in the
black binder) should be filled out and attached to the steering wheel of the golf
cart. Also make a note on the dry eras board so that all employees know which cart
not to use.
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Work Schedule
The schedule for the Bag Drop, Cart Barn, and Range will be completed with-in 72
hours of the current schedule. Any special request will need to be turned into the
supervisor prior to the 72-hour dead line. If request is turned in after this time they
are not guaranteed. If there needs to be a schedule change notify the supervisor and
he or she will approve the change.
Driving Range Service
The Golf Staff will promote and elevate the enjoyment of the game through
courteous and friendly service.
Blue Strap Set Up
Only move straps one yard at a time. Set lead strap at the front of the divot line
from the previous day and move back strap two yards behind that strap.
(Refer to picture on page 12 under Driving Range).
Range Basket set up
At a minimum there will be nine baskets set up on the C tee, and a six on the A,
and B tee. If range is set on Mats, then there should be at least fourteen baskets.
(Refer to picture on page 12 under Driving range).
Ball Set Up
Set up baskets three yards apart and against the back strap to keep baskets in a
straight line.
Monitor Ball Baskets
Every hour throughout the day make sure baskets are full. When you see baskets at
half full refill and reline with strap. Keep straps and baskets neat and lined up.
Learning Center
When open check to make sure each bay has at least three baskets of balls for
instructors to use.
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*Note: The Learning Center will be using pink and purple golf balls for
certain occasions. When you pick the range sort the golf balls by color and
wash them separate from the white range balls. Return these immediately.
(Refer to picture on page 12 under Driving Range).
Pick Balls
Ride the ball picker throughout the day, maintaining a clean appearance on the
driving range. Make sure you always have enough balls to refill all baskets on the
tee then move on to other duties. Keep right side of range picked first including the
first fairway and be careful not to pick up player’s ball playing number 1.
Ball Cleaning
Never put unwashed ball on the tee for players to hit. Every ball picked will be ran
through the ball washer.
Ball Sorting
When balls are being washed they should also be sorted. The old balls that have
become damaged dispose of them in the container provided down at the range.
(If the Titleist or number is hard to read, box it up or put in the big grey trash bin)
(Refer to pictures on page 13 under Ball sorting).
Bunkers
Keep balls raked out of bunkers during slow time so you can easily pick up balls
with the picker.
Club Cleaning Buckets
There should be one cleaning bucket on each practice tee. The water should be
emptied and replaced with clean water every day.
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Bush and Tree Line
Bush line between teaching tee and practice tee and at the end of the black fence
needs to be cleaned out. Tree line all along the back side of the range needs to be
cleaned out.
Trash
Both trash cans on the practice tees will be check throughout the day, and taken out
if needed.
Short Game Area
Opening and closing range attendant will check the short game area before leaving
for the day.
Range Picker
Open and closing shift will inspect the ball picker for issue before use. If repairs
are need inform the supervisor or the pro shop. Once the range is set for the night,
the range picker will be washed down and parked in the cart barn.
Weekly Schedule
Monday: Stays cleaned unless a tournament is being held that day.
Tuesday:Set up by 7:30 am
Wednesday:Set up by 7:30 am. Close at 7:00 pm to be clean picked for mowing
on Thursday morning.
Thursday: Set up by 9:00 am or when mowing is complete.
Friday: Set up by 7:30 am
Saturday: Set up by 7:30 am
Sunday: Set up by 7:30 am Close at 7:00 pm to be clean picked for mowing on
Monday morning.
*The times will change when time change has occurred. You will be notified by the Supervisor.
