Where the two teams stand
Carts to deliver
Next up in the action plan
What each objective in the email maps to
| Objective | Where it lives |
|---|---|
| Bridge the hotel and golf guest experience | Guest journey |
| Cart delivery, keys and cart number on the tee-time email | Guest journey: cart board |
| Hotel hosts golf guests with consistent booking references and confirmations | Bookings |
| Nine booking system requirements, handicap letter, offline process, test process | Bookings |
| Regular golf guest feedback with one thing to improve | Guest feedback |
| Two-way team feedback: what worked, what didn't, one thing to improve | Guest feedback: team retro |
| Site inspection, lunch, cross-department connection, mystery guest round | Teams |
| Team incentive or reward tied to guest experience | Teams: reward |
| WhatsApp group for operational communication | Teams: channel |
| Who owns each action and its status | Action plan |
| Closure dates, minimum stay, payment and handicap notices | Season rules |
| Golf website review and live golf offering | Website |
The guest journey, and who holds it at each step
Booking
HotelTee time booked against guest name and hotel reservation number, never a room number. Confirmation goes to the department that made the request.
Day before
GolfReserved carts are delivered to the hotel and parked along the driveway at the hedge leading to the course, on the cobbled road. Numbers and keys go to the Duty Manager.
Arrival
HotelThe Duty Manager knows which cart belongs to which guest, from the cart number on the tee-time email. Hosting language is used by both teams.
The round
GolfHandicap certificate presented before play. If carts are in high demand, the golf team asks the hotel whether a hotel cart can help.
After
HotelThe hotel asks about the golf, records what went well and one thing to improve, and shares it with the golf team.
Add a cart for a guest
Cart board
Hotel bookings that hold up on both sides
The Hotel's proposed best practice for the booking platform, tracked requirement by requirement, plus a booking log that follows those rules while the platform is being confirmed.
Booking platform requirements
Test before go-live
Log a hotel golf booking
Bookings
Guest feedback and team feedback
The Hotel asks every golf guest about the round and records one thing to improve. Teams do the same for each other: what worked, what didn't, one thing to improve.
Guest feedback summary
Record guest feedback
Feedback log
Team retro
Connecting the Hotel and Golf teams
Connection calendar
Team reward
Direct channel
Shout-outs between teams
Action plan for the 2026 season
Add an action
Season rules and dates
Check a date
Golf course closures
Guest notices
Golf website review
The Golf Course reviews its website, including whether a live, updated golf offering belongs on it so the Hotel can use the booking system.