Day 6

On day six, we worked with Randy. Randy is the director of food and beverage at Firestone Country Club. His goals are to guarantee customer satisfaction and ensure the returning of members. On Tuesday, we sat in a training session; this session focused on teaching new staff the guidelines and steps to obtain Randy’s goals. Randy breaks this down into three sections. First, is the “Warm Welcome.” The warm welcome requires using the member’s name and asking them questions about their day/week. Randy says that the Warm Welcome is key because it sets the mood for the entire meal. Second, is the “Magic Moment.” Magic Moments do not happen every time a member dines at Firestone; however, Randy makes sure that every member has a Magic Moment. A Magic Moment is when Firestone goes above and beyond to meet the needs of their members. For example, if it was a couple’s anniversary, Randy might attempt to recreate their wedding night table or create a similar cake. This gives Firestone that X factor that allows its members to distinguish it from the rest of ClubCorp. Finally, is the “Fond Farwell.” The Fond Farwell is the last encounter of the night, and usually has the greatest impact on the member’s night. Randy says it’s key to promote upcoming events and offer the members reservations, during the Fond Farwell. Ultimately, Randy taught Scott and I the key to running Firestone’s historic and world famous 1929 Grille. Although Scott and I might not work in food service, it was important for us to understand the training, and realize the impact specific things have on consumers. This will help us with any field we decide to participate in. Thank you so much, Randy!