LEADING WITH HOSPITALITY In alignment with our vision to provide industry-leading hospitality, this new section will feature practical tips and information to help you elevate the member experience, improve service delivery, and empower every team member to embody excellence.
Our community is built on personal relationships and exceptional member experiences. Nothing feels more personal than greeting members by name and remembering details about them and their families.
We asked Steve Krall, Food & Beverage Training Director, for his approach, advice, and tips for remembering members’ names.
Steve likes to connect with members with intention and meaning. He finds ways to make personal connections. One tip he uses is to connect a member to something familiar — for example, if a member is from his home state of Ohio. Steve remembers Mr. Donald King as the “King of Cleveland.” He also groups members by shared traits — for example, noting that we have 11 Miller families — and then uses individual preferences to ensure consistency in service and attention to detail. Steve likes to create categories, such as colors or flowers, to help him remember names.
But most importantly, Steve doesn’t just memorize members’ names — he attaches meaning to them in order to build trust and a sense of belonging.
Here are Steve’s tips, along with a few others:
While Steve’s approach is personal and works for him, learning member’s names with intention and meaning is the goal.
Made with FlippingBook Digital Proposal Creator