Bent Oak

Handbook

Demand of excellence

Excellence should be found in the major and minor things. Everything we do matters to the overall mission of Bent Oak and even if no one sees you do it, do it with excellence. 

What does that look like? Taking the time to do it right. Going out of your way to help a team member or guest. Keeping your eye out for areas we can improve. Always be improving your craft. Greet every guest with a smile and hello. Learn their names. Learn their preferences. Serve your guests and team members. Be humble, hungry, and self aware. Be about the mission of serving and not about yourself. 

We win and lose as a team. 

Leaders & Team Members

At Bent Oak, we use our words intentionally. You’ll notice we use the terms Leader and Team Member vs boss and employee. That’s on purpose. 

Bosses usually suck. They’re rude, pushy, and don’t help out. Leaders are the oposite. They get their hands dirty and lead by example. Leaders serve their team members and make sure they have everything they need to be successful. 

Employees are lazy and unreliable. They show up late, leave early, and steal while they’re at work. Team Members show up early, work hard with excellenc, and make sure their teammates have what they need to be successful. 

We only want Leaders and Team Members.

Humble. Hungry. Smart.

Be Humble. Be coachable. Be willing to be wrong and willing to learn. Be about others.

Be Hungry. Go the extra mile. Do excellence in the ordinary. Have a desire to grow in your skills.

Be Smart. EQ smart. Be self-aware. Read the room. Understand how your words, attitude, and actions affect others aroudn you. 

Our Mission

Bent Oak Golf Club exists to be the premier public golf experience in Elkhart County—where every round feels special, every guest feels known, and the course is cared for with private-club standards. Our mission is to deliver outstanding course conditions, friendly service, and a welcoming atmosphere that grows the game and brings our community together.

No Gossip

Gossip may seem like a silly thing to focus on, but it is a cancer in any organization. Gossip is not permitted at Bent Oak at any time. 

What is gossip? Gossip is complaining or talking about something negative with someone who can’t do anything about it. 

We understand nothing is perfect, but we expect complaints to go up the chain to someone who can do something about it. We also expect you to come to the table with a potential solution to the problem. That’s what being a team member looks like. 

Core Info

Here’s the basics of work at Bent Oak.

Dress Code

We expect all Grounds Crew to wear professional and appropriate work wear. We prefer to see Bent Oak Logos on your apparel. 

All other staff must wear appropriate golf attire. Pro Shop staff are expected to wear black Bent Oak polos and hats on event days. 

We encourage Pro Shop staff to purchase and wear items foudn in the pro shop to promote sales.

Golfing

All team members working more than 10hrs per week are allowed full membership perks including golf with a cart, driving range access, and discounts on the sim and pro shop. These are available at all our public courses.

Smoking/Etc.

Smoking of any type is not permitted while on the grounds. Drinking alcohol is not permitted while on the clock. Showing up to work high or drunk is grounds for immediate dismissal.

Discounts

You never have to shop anywhere else. As a team member, you receive discounts on all in stock and custom order pro shop items. As costs of goods vary, your discount will vary based on the item and brand. 

During your shift, you are allowed one free drink and 50% discount on any other food and drink. 523 also offers our team members free fountain drinks and discounted meals. 

Purpose of This Handbook

This handbook is designed to explain our general policies, expectations, and benefits. It’s a guide to help you succeed at Bent Oak.

This handbook is not an employment contract and does not guarantee employment for any specific period of time.

Employment Relationship

Employment at Bent Oak Golf Club is generally at will, meaning either you or Bent Oak may end the employment relationship at any time, with or without cause and with or without notice, as permitted by law.

Equal Employment Opportunity (EEO)

Bent Oak provides equal employment opportunities to all employees and applicants. We do not discriminate based on race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status in accordance with applicable laws.

Anti-Harassment & Anti-Discrimination

We are committed to a workplace free from harassment, discrimination, and bullying of any kind. Harassment—including sexual harassment—is strictly prohibited.

  • Any employee who feels they are being harassed or discriminated against should report it promptly to their supervisor, the General Manager, or ownership.

  • All reports will be taken seriously and investigated.

  • Retaliation against anyone who makes a good-faith complaint or participates in an investigation is strictly prohibited.

Reasonable Accommodation

Bent Oak will provide reasonable accommodations for qualified individuals with disabilities, consistent with applicable law. If you need an accommodation, please speak with your supervisor or the General Manager.

Confidentiality & Privacy

In the course of your work, you may have access to confidential information (e.g., member information, financial data, personnel information). This information must be kept confidential and not shared outside the club or with unauthorized individuals inside the club.

3. Hiring, Employment Status & Classification

Employment Classifications

  • Full-Time: Regularly scheduled to work at least __ hours per week (to be defined by management) and eligible for certain benefits.

  • Part-Time: Regularly scheduled to work fewer than full-time hours.

  • Seasonal: Hired primarily for the golf season or for specific time periods/events.

  • Exempt / Non-Exempt: You will be informed if your position is exempt (salaried, not eligible for overtime) or non-exempt (hourly, eligible for overtime).

Introductory Period

New employees typically have an introductory period (for example, the first 60–90 days) to allow you and Bent Oak to evaluate the fit. Successful completion of this period does not change the at-will nature of employment.

Rehire & Seasonal Return

Former employees and seasonal staff may be eligible for rehire or seasonal return based on performance, attendance, and operational needs.

Background & Driving Record Checks

Certain positions may require a background check and/or driving record check (especially if operating club vehicles, carts, or equipment on public roads). Continued employment may be contingent on the results of these checks.

4. Scheduling, Timekeeping & Pay

Work Hours & Scheduling

Golf is a seasonal and weather-dependent business. Hours and schedules can vary based on:

  • Time of year

  • Course conditions

  • Leagues and outings

  • Weekends and holidays

You will be notified of your schedule by your supervisor. Flexibility is important in our industry, and we appreciate your cooperation.

Attendance & Punctuality

We rely on you to be on time and ready to work at your scheduled start time.

  • If you are unable to work or will be late, notify your supervisor as soon as possible, following the department’s call-in procedure.

  • Excessive absenteeism or tardiness may result in corrective action.

Timekeeping

  • All hourly (non-exempt) employees must accurately record their time worked using the club’s timekeeping system.

  • You must clock in when you begin work and clock out when you finish.

  • Do not clock in or out for another employee.

  • All overtime must be approved in advance by your supervisor.

Pay Periods & Paydays

Pay periods and paydays will be communicated by management (for example, bi-weekly or semi-monthly). Paychecks will include all hours worked in the previous pay period and any approved overtime.

Weather-Related Delays & Closures

Golf is highly impacted by weather. Frost delays, storms, or course closures may affect staffing.

  • You may be asked to adjust your start time or duties during weather delays.

  • If the course closes or hours are reduced due to weather, management will communicate expectations as soon as practical.

5. Compensation, Tips & Employee Perks

Wages & Reviews

Your starting wage will be discussed during hiring. Performance and wage increases, when offered, are based on factors such as job performance, reliability, and club finances.

Tips & Gratuities

Some positions may receive tips or gratuities (e.g., outside services, food & beverage staff):

  • Tipping policies, including any tip pooling, will be communicated by department.

  • All tips must be reported as required for payroll and tax purposes.

Service Charges

For certain events or banquets, a service charge may be added. How service charges are distributed depends on club policy and may differ from tips.

Employee Discounts & Golf Privileges

Bent Oak may offer reasonable employee perks, such as:

  • Discounted or complimentary golf (subject to availability and blackout times)

  • Pro shop merchandise discounts

  • Food & beverage discounts

Details of these benefits, including restrictions and when employees may play, will be communicated separately and may change over time.

6. Benefits & Time Off

(This section can be customized based on what Bent Oak offers.)

Time Off

Bent Oak may offer vacation, personal days, or sick time based on your position and classification, and in accordance with applicable law. Details on eligibility and accrual, if offered, will be provided separately.

Holidays

The course may be open on traditional holidays when golfers are most active. Holiday schedules and any holiday pay policies will be determined by management and may change from year to year.

Leaves of Absence

Leaves for medical reasons, family, military service, jury duty, or bereavement will be handled in accordance with applicable law and club policy. Speak with the General Manager if you need a leave of absence.

7. Standards of Conduct & Professionalism

General Conduct

You are expected to:

  • Treat members, guests, and coworkers with respect.

  • Be honest and professional at all times.

  • Follow all safety rules and club policies.

  • Represent Bent Oak positively, both on and off the course when wearing club apparel or name tags.

Professional Behavior with Guests

  • Greet guests with a friendly attitude.

  • Avoid arguing or negative conversations in front of guests.

  • If you encounter a difficult situation, remain calm and involve a supervisor if needed.

Substance Use

  • Reporting to work under the influence of illegal drugs or alcohol is strictly prohibited.

  • Alcohol consumption while on duty is not allowed unless specifically approved for a tasting or similar controlled event.

  • Misuse of prescription medication that affects your ability to safely perform your job is not allowed.

Theft & Misuse of Property

  • Theft of any kind (cash, merchandise, food, equipment, etc.) will not be tolerated and may result in immediate termination.

  • Club equipment, carts, and tools are to be used for work purposes unless otherwise authorized.

8. Appearance, Dress Code & Hygiene

Bent Oak has a visible, customer-facing environment. How we look matters.

General Expectations

  • Clothing should be clean and in good repair.

  • Personal hygiene should be maintained.

  • Strong fragrances should be avoided.

Pro Shop Staff Dress Code

Pro shop staff are expected to follow the same dress code as golfers:

  • Collared golf shirts or other approved golf tops.

  • Golf shorts or slacks that meet the club’s golfer dress standards.

  • No cut-offs, gym shorts, or clothing with offensive logos or language.

  • Appropriate footwear (golf shoes or clean athletic shoes, as approved by management).

  • At least one visible piece of apparel with the Bent Oak logo is strongly preferred when available.

(Management may provide more detailed golfer dress guidelines separately.)

Maintenance Staff Dress Code

Maintenance staff should wear work-appropriate attire with a Bent Oak logo:

  • Durable work pants/shorts appropriate for outdoor labor.

  • Shirts with the Bent Oak logo (provided by the club).

  • Closed-toe, sturdy work shoes or boots.

  • Appropriate weather gear (rain gear, jackets, hats) as needed.

Clothing must be safe for operating equipment (no loose, dangling items that can get caught).

F&B and Other Departments

Food & beverage and other departments will have standards consistent with health, safety, and service expectations. These will be communicated by department.

9. Use of Golf Facilities by Staff

Playing Privileges

Bent Oak may allow employees to play golf at reduced or no cost, subject to:

  • Tee time availability

  • Busy times (leagues, outings, weekends, prime times) having priority for paying golfers

  • Supervisor approval, if you are playing before or after your shift

The specific rules for employee play will be communicated by management and may change based on business levels.

Use of Carts

  • Employees may use carts for work duties only, unless specifically authorized for personal play.

  • Carts must be driven responsibly, following all cart path and course rules.

  • Under no circumstances should carts be driven recklessly, off-limits, or on roads where prohibited.

Guests of Employees

If allowed, employees may bring guests under certain conditions (e.g., after paying the appropriate fee, at non-peak times). These rules will be set by management.

10. Safety, Security & Course Hazards

Safety First

Safety is everyone’s responsibility. Always:

  • Use common sense.

  • Report unsafe conditions promptly.

  • Follow all training and instructions for equipment and chemicals.

Course Hazards

Be aware of:

  • Lightning and severe weather: Follow the club’s lightning policy and instructions from management immediately.

  • Water hazards: Ponds and lakes can be dangerous; no swimming or unnecessary close contact with edges.

  • Slopes, bridges, and uneven terrain: Use caution, especially in wet conditions.

Equipment & Vehicle Safety

  • Only trained and authorized employees may operate mowers, utility vehicles, and other equipment.

  • Follow all instructions and safety guidelines.

  • Never allow unauthorized persons to use club equipment.

Chemicals & PPE (Maintenance Staff)

  • Maintenance staff must follow all instructions and training regarding fertilizers, pesticides, and other chemicals.

  • Personal protective equipment (PPE) must be used as required.

Incident Reporting

  • Report all injuries, accidents, and near-misses immediately to your supervisor, even if they seem minor.

  • This includes incidents involving guests or damage to property.

11. Clubhouse, Pro Shop & F&B Rules

Pro Shop Operations

If you work in the pro shop:

  • Follow all procedures for using the point-of-sale (POS) system.

  • Handle cash, credit cards, and discounts according to policy.

  • Protect customer information.

Tee Sheet & Reservations

  • Accurately manage tee times and bookings.

  • Follow policies for no-shows, rain checks, and comp rounds.

Events & Outings

Events and outings are a big part of the business at Bent Oak. Staff may be assigned specific tasks related to:

  • Setup and teardown

  • Check-in and registration

  • On-course support

  • Food & beverage service

Food & Beverage

F&B staff must:

  • Follow all health and safety regulations.

  • Practice proper handwashing and food handling.

  • Check IDs when serving alcohol and follow club policy on responsible service.

12. Member & Guest Relations

Even though Bent Oak is a public course, many guests are regulars and should be treated like valued members of our community.

Service Philosophy

  • Be friendly, attentive, and respectful.

  • Look for opportunities to assist (directions, course information, etc.).

  • Thank guests for coming to Bent Oak.

Handling Complaints

If a guest has a complaint:

  • Listen without interrupting.

  • Apologize for any inconvenience.

  • Do what you can within your authority to help.

  • Involve a supervisor if the issue is beyond your control.

Privacy & Discretion

  • Do not discuss guest issues, incidents, or private details with others who don’t need to know.

  • Never share guest contact information outside of approved uses.

13. Technology, Phones & Social Media

Personal Phone Use

  • Personal cell phone use should be limited and should not interfere with work.

  • Phones should be kept out of sight during work unless needed for job duties or in an emergency.

Radios & Communication Devices

  • Radios and communication devices should be used professionally.

  • No inappropriate language or jokes over the radio.

Club Technology & Systems

  • Use club computers, POS, and software only for work-related purposes.

  • Do not share passwords or logins.

Social Media

  • Only authorized individuals may post from official Bent Oak accounts.

  • Employees should not present personal posts as official Bent Oak communication.

  • Do not post confidential information, internal issues, or anything that reflects poorly on the club.

14. Confidentiality & Data Security

Confidential Information

Examples of confidential information include:

  • Guest and customer lists

  • Pricing or financial information

  • Employee records

  • Internal plans and policies

This information must not be shared outside the club or used for personal gain.

Passwords & Access

  • Keep passwords private and secure.

  • Log out when leaving shared computers.

  • Report any suspected security issues to management.

15. Performance, Training & Discipline

Performance Expectations

You are expected to:

  • Meet the basic requirements of your job description.

  • Follow policies and procedures.

  • Communicate effectively with your supervisor and coworkers.

  • Represent Bent Oak in a positive way.

Training & Development

Bent Oak will provide training for your position, including:

  • Orientation to the course and facility

  • Safety training

  • Job-specific training (e.g., equipment, POS, service standards)

Additional training may be offered based on performance and club needs.

Performance Reviews

Management may conduct periodic reviews to:

  • Provide feedback

  • Discuss strengths and areas for improvement

  • Address future goals and opportunities

Corrective Action & Discipline

When issues arise, Bent Oak may use a progressive approach, which can include:

  • Verbal warning

  • Written warning

  • Suspension

  • Termination

Some behaviors may warrant immediate termination, including but not limited to:

  • Theft or fraud

  • Violence or threats

  • Harassment or discrimination

  • Serious safety violations

  • Intentional damage to club property

16. Reporting Concerns & Anti-Retaliation

If you see something that seems wrong, unsafe, or unethical, we want you to speak up.

Reporting Options

You can report concerns to:

  • Your immediate supervisor

  • The General Manager

  • Ownership

Reports will be taken seriously and handled as discreetly as possible.

No Retaliation

Retaliation against any employee who reports a concern in good faith or participates in an investigation is strictly prohibited and will not be tolerated.

17. Handbook Acknowledgment & Changes

Acknowledgment

All employees are required to sign an acknowledgment form confirming that:

  • They have received this handbook.

  • They understand it is their responsibility to read and follow the policies.

  • They understand the handbook is not a contract and that employment is at-will (where applicable by law).

Right to Revise

Bent Oak Golf Club reserves the right to change, add, or remove policies in this handbook at any time, with or without notice, as business or legal needs require.