Action Line #100606 – Club/Golf Course service

  • Published
  • By 39th Air Base Wing
  • Public Affairs
INCIRLIK AIR BASE, Turkey --  Complaint:

Ever since the new management took over, the service at both the club and the golf course (I think it is the same management) has been awful. Today I ate at the golf course and I waited more than 45 minutes to get my food. It was just me and my husband, and there was nobody in line in front of us, it didn't seem to be that busy. It was a struggle to get the staff to understand our order in the first place, which was just to add shrimp to our salad, and then the order still came out wrong. I experience more of a language barrier with the staff at both the club and the golf course than I did with the old staff. At both locations the wait has been longer than it used to be, and I also thought the new management was going to re-vamp the menus? I don't see a difference at all in the menu at the club. I just get an overall impression that the staff at both locations hasn't held jobs such as this before and the service is just not up to par in my opinion. Was the change in management and staff supposed to be an improvement? Because I would have to say that I'm not impressed and the service has gone down.

Response:

We appreciate your concern and have met with the new contractor regarding service at the golf course. As is the case with any business, every operator faces challenges in the beginning; this contractor has been on board for a little less than two months. Being in another country and having a local contractor presents unique challenges when considering language. Clearly you experienced an issue with staff understanding and relaying special orders to the kitchen. After meeting with our contractor, they have made the necessary changes to ensure better comprehension, communication and service. We are confident these changes in staff and procedures will improve service. Our goal in all 39th Force Support Squadron activities is to provide the best service to our customers, and if that is not experienced, providing a fix on the spot. Therefore, if you experience something that does not meet your expectations, we ask that you inform the facility manager or supervisor on duty so we can address your concern immediately. Additionally, you can use our ICE online feedback system or a comment card located in our facilities to have your concern addressed.

As for the Club, we are in the process of revamping the menu; some changes have already been made. As you can understand, revising a menu is a time consuming process, particularly when we are in an isolated location and food delivery orders can take up to three months to arrive after the purchase is made. Our desire is to offer the best customer service in conjunction with a quality dining experience. When our new menu is ready to be fully implemented, we are confident the community will be pleased with the new selections.