Written by Atalaya Golf
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Atalaya Golf & Country Club is dedicated to providing a state-of-the-art training program for its management team and staff. To this end, Atalaya recently sent two of its management team members, Andres Giesen and Alfredo Calle, to a manager's training course organized by the Spanish Golf Managers' Association. The event was held at the Real Club de Golf de Guadalmina.
Well-known golf consultant Eduardo Jarén taught the course that was titled “Time and Resources Management”. Specific topics addressed were Management of Members and Customers' Complaints.
Mr. Jarén has extensive experience working with the golf and tourism industries and has specifically served as a consultant for Finca Cortesín, Aloha Golf, La Cala Golf Resort and Puente Romano. He has, also, been responsible for the development of the Postgraduate Program “Golf Management” at Les Roches Marbella International School of Hotel Management and has contributed as a specialist in assisting the school to attain its “Quality and Environment Certification”.
Specifically, the training session at Guadalmina covered topics about factors that reduce productivity, commonly known as “waste”, such as time, errors, processes. Also addressed were methods for better planning as a means of reducing waste and increasing productivity. Importantly, methods for dealing with "critical" situations and complaints by customers were explored, as well as the factors that generate dissatisfaction. The end result goal is always to find a solution that transforms any and all concerns into customer satisfaction.
One of the highlights of the course for Giesen and Calle was the time that was provided for all seminar attendees to share their personal experiences about handling the many issues that this training session had addressed. Much positive information and many helpful ideas were gleaned, and the pair have brought back to Atalaya all that they have learned to use in their day to day activities with the end target of offering the best experience possible to all of Atalaya's members and visitors.