Melanie Stacklie, Training & Project Manager at Newport Beach Country Club in Newport Beach, Calif., discusses the club’s onboarding program—OCEANS. This program ensures that every new member of the team is well-prepared and committed to delivering the highest standard of service.

At Newport Beach Country Club, we are committed to the pursuit of excellence, and one of our key values, included in the “3 M’s,” is to Make Improvements. 

Recently, we took a significant step toward this goal by introducing our innovative onboarding program, OCEANS (Origin, Culture, Engagement, Alignment, Navigation, Standards). This process redefines the onboarding experience for our new team members, ensuring they embark on their journey with us with enthusiasm and confidence.

The onboarding process, while undeniably important, often lacks excitement and allure. The term “onboarding” can conjure images of tedious training sessions, mountains of paperwork, and an overwhelming influx of information. This perception can sometimes leave new hires feeling apprehensive about their transition into a new workplace. To address this, we decided to rebrand our onboarding process, giving birth to OCEANS, where each letter signifies a distinct step in the journey towards excellence.

1. Origin: The journey begins with Origin, which marks the team member’s first official day at the club. During this stage, they complete necessary paperwork and watch essential training videos covering topics like harassment and PCI compliance.

2. Culture: In the Culture phase, team members delve into the rich history and culture of the club. They gain insights into our club’s values, different departments, the distinction between hospitality and service, and club policies. This immersive training includes situational questions designed to encourage them to think from a “members-first” perspective. Additionally, team members receive cart training and a comprehensive tour of the entire clubhouse and its surroundings.

3. Engagement: Engagement equips our team members with the essential skills needed to interact effectively with our members. This training encompasses subjects like member etiquette, proper conduct in member areas, taboo conversation topics, and strategies for handling challenging situations.

4. Alignment: Alignment takes team members to their respective departments, offering specialized training that typically spans 5-6 days. During this period, a training log is maintained, listing dates and topics covered. Cultural questions are also included, encouraging team members to reflect on the club’s purpose, vision, and 3 M’s.

5. Navigation: The Navigation phase involves an audit checklist to ensure team members are on the right track in their specific positions. This step is conducted collaboratively between the team member and their manager, ensuring a firm grasp of the basics related to their roles.

6. Standards: The Standards stage includes two critical reviews: a 30-day review and a 75-day review. These reviews involve the team member, their department manager, and me. They provide a platform for discussing the team member’s strengths and opportunities, fostering a collaborative atmosphere of continuous improvement.

OCEANS is instrumental in setting the stage for excellence, enhancing engagement, and promoting team member retention. By instilling our club’s purpose, vision, and 3 M’s into new team members, we foster an environment deeply rooted in our club’s culture. The investment we’ve made in OCEANS has proven invaluable, as it ensures that every new member of our team is well-prepared and committed to delivering the highest standard of service. This journey not only reflects our commitment to excellence but also serves as a testament to the spirit of innovation that defines Newport Beach Country Club.