Food and Beverage Training Manual

MEMBER RECOGNITION & PREFERENCES

OVERVIEW

Although many pieces of furniture, fixtures, golf courses and dining facilities are common among Gated Communities and Country Clubs, Frenchman’s Creek has chosen to distinguish itself from competitors by focusing on an intensive Member Recognition and Preference Program that is distributed to all staff no matter what department they are working in.

MEMBER RECOGNITION

At first the task of remembering 600 Frenchman’s Creek member names sseems overwhelming at first. Just remember all your associates felt the same way when they first started. Here are some guyidelines that have helped others in the past. Repeat, Repeat, Repeat. The most surefire strategy is to repeat the person’s name–both in your head, and out loud–as soon as possible after you’ve been introduced. Occasionally use the person’s name in conversation. “Pleasure to meet you, Bob,” or “Bob, so good to see you.” Don’t overdo it, of course, but don’t worry that Bob will recoil, either. He’d rather you remember his name than not. Find The Trigger. Try to associate names with things people tell you about themselves (careers, hobbies) that will trigger the sound or association of the name in your mind. Fred likes to fish, Margarita runs a bar–you get the idea. “You have to search in the moment for something familiar. It’s a simple trick, but it just sticks.” Word Play. Let the words do the work for you. Mnemonic devices (Dale works in sales) work nicely, as does alliteration (Joann from Jersey). Speak Up. Embarrassing as it seems, don’t be afraid to ask someone to repeat his or her name. Start out with a compliment, such as “I’ve had so much fun talking with you, and I’ve completely forgotten your name.” If you realize you’ve blanked on a name a few seconds after introduction, just say: “I’m sorry, I missed your name.” Continually practice and saying the few members you know over and over. You’ll be surprised at how fast you will increase your circle of names. During down time in the dining room play games with co- workers to see who can name as many members sitting in the dining room. If you get stumped with a name, ask a co-worker. Chances are that he/she will know several members you are not familiar with and you can help each other. Don’t be afraid of making a mistake. What’s the worst that can happen? The member will correct you and you’ll laugh it off together.