ClubCorp HR Department
November 15, 2004
STAR Service Training Express
Training Express, ClubCorp’s new 90-minute training program, has many attributes that
will effectively communicate the service goals of their company, while some of the
aspects could be improved to enhance the program. This report includes the analysis of
both the design and content of the program, as well as includes recommendations for
The way in which the program is set up makes it easy for all the different properties to
follow the same format and teach the same things to their employees.
The entire program
is guided so that all of the topics, as well as the exercises, videos, and handouts are the
same. This kind of consistency makes it so that the GM, who may not necessarily be the
most experienced training facilitator, can lead the session.
The presentation aids (slides, handouts, etc.) help build a format that makes it easier for
the employees to both learn more effectively and follow more closely. It encourages
participants to take notes on what the facilitator is speaking about by leaving portions of
their handout blank. This is a very important tool when training
. Mark Twain once said
that “a pencil and paper make the best memory”
. When the participants write
information down themselves, they are more likely to retain that information.
Length of Training
The first thing that I noticed when analyzing this program was that it is called “Training
Express,” and takes place for only 90 minutes. Given that it is a ‘refresher’ and takes
place after these employees have had their initial job training, it is still not very long of a
program. This approach, however, may be very effective, and many companies are
starting to bring this idea of mini-sessions to their companies. It has been said that “late
in the 20
century, the pace of our workday lives moves faster and faster, and our skills,
knowledge, and abilities tend to get outmoded earlier”
. Because of this fast-paced work
environment, the idea of having a 90-minute session is very logical. Rather than making
people take full days out of their schedule, ‘training express’ allows them to focus for 90
full minutes, and then get back to what they need to do, hopefully with some new ideas
about how to do them. The goal of this type of training is to help the employee brush up
on the knowledge and skills that they have already learned, and therefore, the briefer the
program is, the more the employees will accept it.
Muir, Guila. “When Public Managers Must Train.” Public Management. Jan/Feb 2001. Vol. 83, Issue 1
“Idea’s That Work.” Training and Development Journal, August 1979.