When we arrived at the village, our chefs had laid out a lavish buffet, com-
plete with champagne.The GOs put on an abbreviated, high-spirited show. A
couple of hours after their arrival – with the sun coming up – our weary
GMs wandered off to their rooms with smileson their faces. It was the begin-
ning of a great week – for our guests andfor the GO team.GOs
The Club sought individuals for GO positions who were young, person-
able, enthusiastic and athletic. GOs were expected to put in long hours on
the job, although many in the Club felt strongly that being a GO was not a
job, but a way of life – and that the 80 or so hours a week that GOs inter-
acted with GMs was not “work” in the traditional sense. Table 5.1.3 shows
the posted GO schedule for a typical day. Not listed on the schedule were
the 6 to 7 hours all GOs spent in their assigned jobs (e.g. restaurant hostess,
tennis instructor, cook, bartender). These hours would be interspersed
throughout the day, depending on the requirements of a particular GO
position. Also not shown in the schedule was the casual contact time
between GMs and GOs at such times as meals and sitting around the pool.
The Club philosophy was for GOs to enjoy themselves and, in a sense, for
them to be on vacation with GMs.
Rotation of GOs
A Club Med practice that other hotel companies found incredible was the
rotation of GOs to different villages every six months. Rotation included all
village chiefs and chiefs of service. The only exceptions were the chiefs of
maintenance and maintenance GOs; they stayed in a village for one to two
years. Many questioned the efficiency of rotation, primarily on the grounds
342 Relationship Marketing
Table 5.1.3 Typical daily schedule: GO duties in addition to regular job tasksTime (Sunday) Event Number of GOs7:15A.M. Theatrical breakfast welcome 7
9:00A.M. Information meeting (for GMs) 5
12:00 noon T-shirt presentation (for GMs) 5
12:15P.M. Sports demonstration around pool 30 (sports GOs)
1:15P.M. Rehearsal for evening Broadway show 40
7:30P.M. Makeup for theatrical welcome at dinner 15
9:45P.M. Dancing around pool with GMs 10
10:15P.M. Evening Broadway show 40
11:15P.M. GO–GM basketball game 19 (players)
10 (watching)
12:00 mid. Initiate dancing at disco 20