Welcome to another episode of the 19th Hole Series of The GIG Podcast with F&B industry Guru Matt Rolfe! As founder of Results Hospitality and Westshore Hospitality Group, Matt Rolfe is a coach, speaker, and entrepreneur who mentors the top ten percent of the hospitality industry toward unlocking their true potential. The 19th Hole Series of The GIG Podcast focuses on everything that happens at your club after your members & guests putt out on the 18th green!  Inside this series of episodes, on each show we host a peer-based conversation between Matt and an actual F&B operator from the club industry.  Each time you tune in, we’ll dive deep into the episode guest’s F&B operations at their club and discuss the various challenges & opportunities that they are currently facing.  These episodes are designed to promote the sharing of various industry best practices while also uncovering real solutions to real challenges facing actual industry operators which will help you accelerate your clubs F&B success going forward. On this episode of The GIG Podcast, we are joined by Luke Nieuwland, the proud owner/operator of Whisky Run Golf Club in Port Colborne, Ontario.  Luke’s family has been dedicated to their facility for over 30 years which is why it’s such a big part of his life. As the Owner/Operator of Whisky Run, his duties include managing all aspects of the day-to-day business, but his focus has really shifted towards the F&B side of the operation more recently which is why his participation on this episode of The GIG Podcast is so timely. Highlights from this episode of The GIG Podcast that you don’t want to miss include: Why it’s important to know how your operation is going to “win” this season? And how to figure that out.Hear about how 17% of hospitality jobs in North America are vacant and the catastrophic effects that is having on our industry when 2 out of 10 jobs on your roster are not filled.How to use the concept of the net promotor score to measure the happiness of your F&B staff team.Why vision, data, and measurement can be powerful tools when building and designing your menu which will benefit your guests and your businesses bottom line.Learn how to design and implement a 3-step service strategy process that’s easy to get buy in from your team on, and that’s easy for them to execute consistently.Learn about the importance of having your team members deliver a prompt and enthusiastic welcome when guests enter your restaurant…and what the not so obvious benefit of that will be.Find out why it’s so important for your servers to be story tellers that make passionate recommendations on your products with every guest and learn what the benefits are to the server and to your bottom line.Hear about why you should want your team members to “end” the experience with your guests at your club by giving them a reason to return.Understand the power of having an effective loyalty program and how implementing one can improve your business in a huge way. About Matt Rolfe Matt Rolfe is a coach, speaker, and entrepreneur who mentors the top ten percent of the hospitality industry toward unlocking their true potential. As founder of Results Hospitality and Westshore Hospitality Group, he has worked with hundreds of leadership teams throughout North America. Beginning his career with companies like Bacardi and Labatt/Anheuser Busch, Matt has become an industry expert dedicated to helping leaders examine the human element of their businesses and execute effective team-building strategies unique to their needs. Over his 15+ years leading Westshore Hospitality Group, Matt has studied hundreds of operations and identified what the top ten perce