Marshal Your Thoughts--Part 2

     So what is the role of "The Marshal", "Ranger" or "Course Assistant"? These are guys and gals most golfer love to hate. I know, I was one of them so I can speak from a position of experience on the issue. I have to say that all great golf course operations should have them.  They should be an extension of the course's business and key to that course's bottom line. A "Course Assistant", or "Marshal" or "Ranger"--whatever they are called--should have one thing in mind and that is to make the golfer's experience on that particular course the best it could possibly be.
    For our discussion here, I am going to refer to these course "helpers" as "Course Assistants", as that is truly the role they should play.  They are there to make the golf experience more pleasurable for the golfer and more manageable as far as flow of play for the course itself. They are there to assist the golfer and to provide good customer service.  They are also there to monitor and to facilitate--notice I said facilitate--a good flow of play.  How do they do this?
     Their minimum duties must be well defined. What are their duties as far as the particular course is concerned. Is their job to keep the pace of play moving and take care of issues that the golfer may have while playing the course or are they to do other tasks as well such picking up broken tees and fixing divots on the greens? What are the expectation placed on the course assistant as defined by the course?  This seems like a very simple statement, but you would be surprised that at many courses the assistant is given a cart and told, "Go get 'em" without any clear knowledge of what is expected.
     They must be diplomats and salespeople at the same time. Should an incident arise, they need to know how to handle the situation in a tactful and courteous manner. They should greet the players and establish a good rapport with those playing that day on their shift. It would even be helpful to get to know as many players as possible and their names. How about greeting each player on and off the course after the player's round with a smile and a greeting.  It might be good to throw in a "We're glad you're here" as well.
     They need to know the course. I have been to a course I have never played before and stepped up to a blind tee having no idea where the best place to hit the ball would be. The same is true for a blind second or third shot. The map on the scorecard tells how the hole is set up, but it doesn't tell about the little oddities of the hole. It says nothing about how the green slopes or that you don't want to go right. That is another important job of the course assistant.  
     I think it is time that we take a good hard look at the role of the "Course Assistant". They put a face to the operation of the golf course and can be a valuable asset to the operation of the course. They are very necessary and can make the golf course experience a much better one.

We are glad you are here.  Have a lot of fun our there.