2009 Troon Golf Reward & Recognition Program Guide your associates’ performance with the Troon Golf Rewards and Recognition program.

Rewarding and recognizing associates is an important way to encourage both personal and

professional growth. This program has been developed after extensive research on this topic,

and by looking at best practices from other companies in the hospitality/recreation industry. We

understand this program needs to fit both the budgetary and individual needs of our properties.

The following are proposed programs that can be used to meet these needs. We encourage

your creativity as you maintain the guidelines in this program.

Troon Golf is committed to promoting the recognition of our star associates. By providing this

packet, we hope to make it easy and affordable for all properties to take advantage of these

programs. The materials include a Suggestion Box, Troon Experience Award, the Continuous

Improvement Suggestion Form, President’s Award, Associate of the Quarter, Associate of the

Year nomination forms (to be used for both property and company-wide), and a report form to

be submitted on a quarterly basis to Jen Schaeffer at jschaeffer@troongolf.com. The purpose of

this report form is to strengthen the communication regarding the progress of the program at

each individual property.

If you recognize and reward behavior (which fuels Associate motivation) it will tend to be

repeated. If you punish or ignore behavior (even the good and expected behavior!), it will tend

to stop. To ensure that your associates continue to provide the Troon Experience, we must

recognize and reward individual and team efforts.

Catalyst for Company and Associate Success

Goal of the Troon Golf Rewards & Recognition Program

The following are just a few of the benefits this program will achieve:

• Strategically tied to our Guiding Principles.

• Encourages greater productivity and higher levels of service.

• Increases retention, decreasing costs of hiring and training.

• Creates an atmosphere of appreciation and trust.

• Increases employee engagement, which directly impacts the property’s success.

• Increases team atmosphere.

• Encourages personal and professional growth.

Effective Recognition Programs…

• Begin at the top – buy in from management is critical to success.

• Are clearly communicated and highly visible.

• Are fair and equitable.

• Are personalized – get to know each individual to understand their motivation.

Public Recognition

More than ever before, public recognition will be a strong feature in the rewards and

recognition program. Recognize individuals in front of others in casual gatherings, meetings and

property events. Winners of all R&R awards should be posted on the property associate

communication bulletin boards. We encourage you to recognize your top performers by

submitting their information to the marketing department for the monthly company wide

published editions of “The Troon Report.”

Rewarding vs. Recognizing

• Rewarding is what we do to express value.

• Recognizing is what we say to display our appreciation.

"A great leader spends time every day trying to

catch employees doing great things."

The top three incentives ranked by associates have no cost:

• A personal thank you from one’s manager for a job well done. • A written thank you from one’s manager for a job well done. • Public praise and recognition.

Different People, Different Awards

When rewards don't match the needs of individual workers, they're a waste of money: find out what motivates your individual associates:

• Gift Certificates

• Status (parking spot)

• Cross-Training

• Cash

• Flexible Scheduling

• Written or Verbal, Public or Private Recognition

• Day Off Certificates

• Plaques

When to Use the Rewards & Recognition Program

We want everyone to be involved in this program! Troon Golf’s Rewards & Recognition Program

can, and should be used anytime to recognize associates when they Create the Troon

Experience by displaying any of the Guiding Principles.

Awards, Rewards, and Recognition

Categories of the R&R Program

Troon Experience Award

This award can be completed by any associate or manager when they observe another associate or manager modeling any of the Troon Golf Guiding Principles. Forms should be placed in the Award Box and collected at the end of the month.

Continuous Improvement Suggestion Form and Box

This program empowers associates to provide their recommendations or suggestions for improvement. These forms should be collected from the Suggestion Box and reviewed by management. All winners should be publicly recognized for their innovative suggestions.

Troon Golf Recognition Board

The R&R Experience Coordinator should develop the information to be posted on this board, and creativity is highly encouraged. This program is intended to educate and guide all Troon Golf associates. Announcements of all property awards along with letters or comment cards that are received from our guests are posted on this board for all to see.

Associate of the Quarter Award

Nomination forms should be submitted to the General Manager for review to determine the winner. Winners should be publicly recognized each quarter (i.e. March, June, September and December). If your property is seasonal, please be sure to adjust your “quarters” accordingly.

Associate of the Year Award (Property-Level)

All Associate of the Quarter winners are eligible for the Property-Associate of the Year Award. The General Manager will choose all winners. Property Associates of the year are eligible to be nominated Troon Golf Company-Wide Associate of the Year.

Associate of the Year (Company-Wide)

All Property Associate of the year winners are eligible for this award. Troon Golf’s corporate senior management will choose the recipient of this award. The winner will publicly recognized and given a plaque and cash prize of $1,000 at the Troon Golf Annual Management Conference.

The President’s Award – Rewarding Exceptional Acts

This award is given to an associate that performs an exceptional or heroic act (i.e. saving someone’s life, heroism in the event of a crisis, extraordinary community service, etc.), which has a profound effect on our guests, associates, or the community. Nominations for this award should be sent directly to Corporate Human Resources by the GM. All President’s Award winners will be selected by the President of Troon Golf.

Associate Appreciation Week

New initiative for 2009 – Global recognition of all Troon Golf associates during the same week each year. More to come…

Serve & Recognize!

New initiative for 2009 - New program to encourage associate involvement in the R&R Program by focusing on the Troon Golf Service Standards and topics discussed during Guest Services Training. More to come…

R&R Quarterly Report

The R&R Experience Coordinator will submit a report at the end of each quarter to Corporate Human Resources. A self-addressed envelope will be sent to each property before the end of each quarter containing a copy of the Quarterly Report Form to be sent to Corporate.

Troon Golf Anniversary Cards

Troon Golf’s Corporate Human Resources distributes these personalized cards to the properties on a monthly basis for all associates that achieve their 1-year, 5-year, and 10-year Anniversaries. It is the responsibility of the General Manager to distribute the cards to the individual associates.

Troon Golf Birthday Cards Just like the Anniversary Cards, Troon Golf’s Corporate Human Resources will send these personalized cards to the facilities monthly for the General Manager to distribute. Wishing someone a happy birthday is always a good way to show that we care about each other on a personal level.

Troon Golf News & The Troon Report

Troon Golf’s Marketing department distributes the Troon Golf News to the facilities on a bi-annual basis and the Troon Golf Report on a monthly basis. They should be available to all associates and posted on the associate bulletin board. Keeping our associates informed about current events within the company promotes a sense of pride and involvement. These reports are also available on the Troon Golf Intranet. You are encouraged to submit your top R&R award winners (especially Associates of the Quarter, Associates of the Year, and President’s Award Winners) each month to the marketing department to be published in the Troon Report. Submit your winners, associate appreciation events and Reward & Recognition program success stories to Brett Brooks in the corporate marketing department.

Miscellaneous Information

Bilingual Coordinators

It is important that all associates are able to participate in this program. If there are any language barriers, be sure that the R&R Experience Coordinator is able to pair up with someone bilingual to assist with the promotion of the program.

R&R Supplies

Each property should have the following:

• 2 Suggestion Boxes (one for the clubhouse, one for the maintenance area – more can

be sent on request)

• 50 Troon Experience Award Forms (25 Spanish)

• 25 Continuous Improvement Suggestion Forms (10 Spanish)

• Other R&R Program information (posters, Quarterly Winners, etc) posted in associate

areas

If you need additional supplies, contact us and we’ll ship them to you! Additionally, all R&R forms can be found on the R&R page of the Intranet. Creativity in developing additional aspects or customizations of the standard R&R Program is encouraged! If you have exceptional ideas that will benefit the other properties, please contact Jen Schaeffer at jschaeffer@troongolf.com.

This program outline is intended as a guideline. Creativity and feedback are highly encouraged!

For additional information and ideas, please visit the Troon Golf

Intranet at http://intranet.troongolf.com.