Ocean Reef Club (ORC) in Key Largo, Fla., is a 2,500-acre private member-owned community in a paradisiacal setting along an active coral reef. The exclusive enclave seamlessly supports 1,500 homes, 110 vacation rentals, a 150-room oceanfront inn, a 175-slip marina, a spa and salon, two championship golf courses, more than a dozen culinary outlets, a medical center, elementary school and a private airport. Ocean Reef Club’s staff takes its reputation for upholding the highest standards very seriously.
Ocean Reef Club is a unique community of 5,000 members with an extensive operation; the club invests heavily in its employees, who are entrusted to not only provide excellent service, but to deliver an unparalleled experience and augment the distinctive lifestyle of its community members. The club employs 1,118 associates, with 838 of those working full time. Its human resources department has several employee benefits, programs and incentives to attract, train, retain, engage and reward its associates.
An International Staff
ORC employs associates using J-1 and H-2B visas from more than 31 countries, making this aspect of its workforce part of what makes the club unique. Laura Ciampa, vice president, HR & Training, said, “Recruiting and retaining a workforce of the best and brightest talent in the industry is a priority for our HR department and our club. The diversity this workforce reflects our commitment to fostering an employee population that is truly an international community. Our members think of many of our associates as members of their extended family and enjoy the opportunity to see them at Ocean Reef Club during winter seasons and many of their other clubs or favorite resorts in the summer.”
Engagement
Longevity and job satisfaction are key to good service and indicative of a positive and rewarding working environment. The club, with full community support, strives to foster a culture of teamwork and camaraderie, providing a dedicated venue—known as Wreck Hall—for staff to relax, dine and socialize together. Club-sponsored events include holiday and theme parties, game nights, dance competitions, karaoke and kickball games. Associates are encouraged to take advantage of nearby attractions through organized fishing charters, trips to Key West, shopping expeditions to Miami, visits to an alligator farm, and other social and cultural events.
Of their current staff, 432 associates have been at ORC for more than five years—and 73 of those associates have been employed at ORC for more than 20 years.
With so much seniority, associates have grown up with generations of members and their families. Each associate is dedicated to striving for new ways to surprise and delight the next generation of members. This sense of responsibility is part of what keeps the club’s work environment fresh and engaging.
Ciampa offered further evidence of the club’s dedication to employees:
“We work hard to ensure we are providing employment, growth and development opportunities to those in our community. Ocean Reef Club has a commitment to education and training unparalleled by any other private club. We offer more than 230 continuing education classes each summer on topics ranging from hospitality and leadership skills to personal growth and life skills.”
Ingrained Dedication
Ocean Reef Club arms its associates with the skills and the desire to succeed. Associates draw from ORC’s iPromises, which embody the club’s philosophy and guide staff as they navigate the balance between unparalleled service and member satisfaction and effective club business practices. To help employees strike the proper balance, the following tenets are essential:
Oceana Reef’s iPromises
1. I will know my job. I will not say I don’t know; I will always find an answer or solution whether it is my department’s responsibility or not.
2. I will think safety first. If I see something out of place, I will correct it or have it fixed and always follow up.
3. I will know and greet the members by name and strive to make every experience for them authentic, memorable and fun.
4. I will respect the club’s traditions, environment, equipment and assets.
5. I will recognize that first and foremost we are a club, a unique way of life.
6. I will know the club so I can anticipate how to best serve our members, guests and my fellow associates.
These promises were adopted to help ensure that associates and their supervisors have the same ideas and measurements in mind, that associates feel confident in providing the service members expect, and that they are supported and valued. The relationship between feeling valued and providing value is paramount to the team’s success and essential for motivating team members to continue to strive to meet high service standards.
Benefits that Speak to Associates
ORC recognizes the value in supporting the lifestyles of its dedicated staff. Employee benefits are extensive, but a top 10 list of popular benefits might read as follows:
1. Best in class health insurance with minimal, if any, increase in premiums year over year.
2. Free and discounted meals in the associate café.
3. Paid time off
4. Retirement planning, 401(k) match, and programs on financial planning.
5. Tuition reimbursement of up to $2,000/year.
6. Carpool incentives and discounted bus passes.
7. Discounted inn rooms for friends and family.
8. Summer University of Ocean Reef training programs, ranging from specific job skills to life skills and financial planning.
9. Free fitness (spin, yoga, cardio tennis) classes each week.
10. Summer discounts in salon, spa and retail operations.
Rewarding Good Work
ORC associates are dedicated employees because they feel valued. The club has a variety of associate recognition programs, both off-site and on-site, throughout the year. Each year, the club recognizes both year-round and returning seasonal associates for their length of service. Quarterly, the club recognizes an associate, a manager and a team as nominated by members of the management team. They also have formal “on the spot” recognition for great performance, recognition for safety initiatives, and team-to-team recognition programs.
Ocean Reef Club President/COO Mike Leemhuis, CCM, CCE, PGA, summed up the club’s culture:
“The loyalty of the club’s associates to both the club and its members is truly evident from the ground up. Our members are loyal to the club because they know that when they are here, they are being welcomed by a staff that understands hospitality and believes in service. The loyalty is earned and appreciated all the way around.”
Club Trends Spring 2018