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Day 4 of 5
Guest Service & Hospitality
The service standard that turns a meal into a reason to come back — and how to recover when things go wrong.
Video modules
0 of 2 uploadedSample lesson
The Member Experience Standard
Anticipating needs and the small touches that define club hospitality.
Sample lesson
Service Recovery Basics
Handling questions, requests, and difficult moments with calm and ownership.
Watch each module, then complete the tasks in the checklist. Lessons labeled “Sample lesson” are placeholders until the club uploads its own videos.
Lesson outline
- Deliver the club's service standard on every interaction
- Read the room and anticipate member needs
- Handle complaints calmly and take ownership
- Follow through on every request
Task checklist
- Role-play a service recovery scenario
- Observe the dining room for one service
- Write down three ways to anticipate needs
Complete these with your supervisor. Checking off tasks is not yet saved to an account.