These words - and resulting actions - are the foundation of BCG’s ACE the GUEST Experience™, the golf industry's most innovative and successful employee training and coaching program. And only BCG-managed courses have it.
Each of our 6,000 plus employees – from General Manager to Starter, Golf Shop Clerk to Maintenance Crew – is taught they share one common purpose: to work as a team in providing outstanding service to every guest, every round, every day.
This isn't Customer Service 101. This is a culture, a purpose, a mission - our Service Theme. And it starts on every employee's first day.
ACE - the program's nickname - is a professionally-developed series of training, observation, and feedback programs that teach and inspire our employees to serve guests the right way. Every BCG-managed course has an ACE-certified trainer who uses expertly-written and produced DVDs and workbooks to accomplish this task.
The training sessions start with an introduction by the firm’s namesake, Billy Casper, and the values we emulate from his illustrious playing career: putting people first.
Next, employees learn that every guest interaction is guided by BCG’s Service Standards – Safety, Courtesy, Responsiveness, and Efficiency. These standards empower employees to make the right decision in any circumstance.