I love to play golf. Whether it's competitively or recreational, any day I have a chance to play is a good day for me. Sometimes, If I don’t have the time, I’ll just hit a bucket or two at the driving range. Either way, the same friendly faces greet you. They look forward to making your day special. I’m talking about the Golf Club at Ballantyne Resort.
I’ve had the opportunity to play so many different golf courses, I’ve got shoe boxes full of different scorecards. Some places offer more than others. I can certainly understand if a golf facility doesn’t have space for a driving range, snack bar, or even a practice putting green. That does not, and should not ever be a reason to like or dislike a golf facility. You see, they all sell you the same type of products, the golf course itself and the customer service they provide.
What makes a good golf experience? It’s a challenge every golf club faces and The Golf Club at Ballantyne embraces it, and they do not disappoint.
They don’t disappoint mainly because of the always-friendly staff that are outside every day interacting with the people that matter most, the golfers.
First Impressions are everything.
“Our goal is to make people feel like from the moment they drive up to the bag drop, they are a member for a day.” Said Larry Thomas, A starter/ranger for the club.
Like other places, the process of arriving, checking in, and playing golf are all very similar. However, Ballantyne always seems to shine just a little brighter than the rest.
Jean-Arnaud Tassy aka “Taz”, a starter/Ranger at the club, explained how There is a “certain level of class that Ballantyne offers as a service to the people.”
The outside staff are friendly, honorable and professional. They hold themselves to a higher standard. However, they give a lot of credit to the management, as John Mallard, another Starter/Ranger for the club, points out, “there is a culture here, and it’s easy to immerse yourself in that culture. Leadership is consistent, and it sets the bar for who we are and what we are all about.” He went on saying, “This is a first class operation, striving to be the best every day.”
To these guys, it's more than just working a job, it's more than just taking orders from management, and it's more than just collecting their paychecks. They enjoy working together. “You build relationships quickly.” said John Mallard. He added, “when you learn, hey, this guy is a Vietnam Veteran, this guy is a veteran of the police force, this guy worked in finance for years, this guy was a major college soccer coach. They are all interesting people with a common interest in golf.”
When I asked him how everyone works so well together, he replied, “we understand the game, and we buy into the philosophy of the organization which includes teamwork. We all live busy lives, and schedules, you just form that brotherhood quickly.”
Larry Thomas reiterated that point, “The staff has a wide background, guys coming from different careers, but it all blends in together. all of us, I think, look forward to coming to work every day.”
The Chemistry among these guys is apparent. Many come from different backgrounds and careers. But they share a common bond and love in the game of golf. “we play golf together, and then when it’s time to work, we can shift into another gear” said Thomas.
We must not forget that no matter how well employees gets along, sometimes situations come up that are out of their control. Public golfers are unpredictable and aren’t always in the best mood when they arrive and during their stay at the club. All you can offer is kindness and professionalism, even to those few guests that don’t appreciate it.
John Mallard explains that “we’ve all played enough golf at enough different places to know what It means to have an enjoyable experience” and that it’s more than representing the company, its personal. “My personal pride and integrity has me strive to be the best I can be to every client”
Larry Thomas continues the point by adding “Our director of golf empowers us to solve most of the customer service problems that we face on the course or as a starter. It helps us be proactive, rather than reactive.”
Bringing us back to the culture of the golf club at Ballantyne.
Jonathan Grab, the first assistant Golf Professional at the club explains that “It's company Culture” and that there are “certain guidelines they preach no matter the department you work in.” he went on by saying, “In Bissell Companies there are 14 franchise player traits that all emphasize customer service, hospitality whether its pride, integrity, or flexibility.”
Jonathan emphasized the importance of the outside service staff by adding “letting people be involved in the operation as much as possible”. He explained that “If Taz, for example, sees something (that can change to help improve the operation) and comes and refers that to management, that’s something we take very seriously."
It goes both ways.
As Taz explains that “the support is always there across the board from management, and it makes it easier for us to serve. And the clients benefit too as well.”
When the next time you’re looking for a place to play golf, perhaps look closer than the money they charge, but instead look at the values they represent.
Jonathan sums it up perfectly, “When the company really takes care of their employees, that sense of ownership is taken to the next level, that’s why you see the same faces and see great service”
Ultimately, the golf club at Ballantyne is a combination of a great product: the golf course, and great people: the staff. The experience there kind of makes you feel like your, well, a member for the day. That's a great feeling.
To learn more about The Golf Club at Ballantyne please visit their website at https://www.theballantynehotel.com/golf/golf-club-at-ballantyne/
