Case Study: Staffing the Genesis Scottish Open
Project Overview
The Genesis Scottish Open, a prestigious golf tournament, required a dedicated and experienced staffing team to ensure the event’s smooth operation. Our team provided a wide range of services, including VIP hosting duties, off-site event management, buggy driving, and brand ambassador roles.
Client: Genesis Scottish Open
Location: North Berwick, Scotland
Staffing: 90+ personnel
Staffing Requirements
- VIP Hosting: Welcoming and assisting VIP guests, providing personalised service, and ensuring their comfort and enjoyment.
- Hostesses: Providing general assistance to attendees, managing event flow, and answering inquiries.
- Off-Site Event Management: Coordinating logistics and operations at off-site venues and activities associated with the tournament.
- Buggy Driving: Transporting guests and VIPs around the course, ensuring their safety and comfort.
- Brand Ambassadors: Promoting the Genesis brand and engaging with attendees, creating a positive and memorable experience.
Key Challenges
- Large-scale event: Managing a high volume of attendees and ensuring the smooth operation of various event elements.
- Weather conditions: Adapting to unpredictable weather conditions and ensuring the safety and comfort of attendees.
- VIP expectations: Meeting the high expectations of VIP guests and providing exceptional service.
- Team coordination: Coordinating a large team of staff across different roles and locations.
Staffing Solution
- Recruitment and training: A rigorous selection process was used to recruit experienced staff with excellent customer service skills and a passion for golf. Staff were provided with in-depth training on event procedures, VIP protocols, and safety guidelines.
- Team structure: The staffing team was organised into specialised units, such as VIP hosting, hostess services, off-site management, and brand ambassador roles.
- Communication and coordination: Clear communication channels were established between staff members and management to facilitate information sharing and problem-solving. Regular meetings and updates were conducted to keep everyone informed and aligned.
- Contingency planning: Emergency procedures were developed to address potential issues, such as inclement weather or unexpected events. Staff were trained to respond effectively to these situations and minimise disruptions.
- Performance evaluation: Regular performance evaluations were conducted to assess staff performance and identify areas for improvement. Feedback was provided to encourage continuous development and ensure high-quality service.
Results & Outcome
- Exceptional guest experience: VIP guests and general attendees expressed satisfaction with the service provided by our staff, citing their professionalism, knowledge, and helpfulness.
- Efficient event operations: The staffing team effectively managed various aspects of the event, ensuring a smooth and enjoyable experience for all.
- Positive brand representation: Our brand ambassadors successfully promoted the Genesis brand and created a positive impression on attendees.
- Successful event completion: The Genesis Scottish Open concluded successfully, with minimal disruptions and positive feedback from organisers and attendees.
Conclusion: The successful staffing of the Genesis Scottish Open demonstrates the importance of a well-planned and executed staffing strategy. By recruiting qualified staff, providing adequate training, and implementing effective communication and coordination measures, organisations can ensure the smooth operation of large-scale events and deliver exceptional experiences for attendees.
