Creating service excellence requires careful planning and strategy. In my time in club management, and now as a consultant, I find that clubs demonstrating the highest level of success have, at some point, conducted a 360-degree evaluation of their operations.
They identify deficiencies and work with their teams to build the proper foundation that supports cohesion and effective communication.
Here are a few key strategies I have found to be the most effective in creating a positive culture and service excellence.
- Open Communication and Transparency
Clear, open communication is the foundation of any cohesive team.
High-performing club managers create environments where staff at all levels feel comfortable expressing their thoughts, concerns, and ideas. Here’s how they make it happen:
- Regular Team Meetings: Weekly or bi-weekly meetings have become standard practice. These meetings serve as a platform for managers to communicate updates, recognize staff achievements, and allow employees to voice concerns or suggestions.
- One-on-one Check-ins: Beyond group settings, managers schedule regular one-on-one check-ins with team members to discuss performance, address challenges, and provide feedback. This practice encourages staff to share concerns or ideas they might not feel comfortable raising in a group setting.
- Transparency in Operations: Whether it’s explaining the reasoning behind schedule changes or discussing long-term business goals, managers who are transparent help to build trust and ensure that every team member understands the bigger picture. When staff know the “why” behind decisions, they are more likely to align with the club’s goals.
- Team Building and Cross Training
Team-building activities and cross-training are powerful tools for fostering team unity and
collaboration. In a fast-paced service environment like a country club, ensuring that staff can work effectively across different functions and support each other when needed is a key to operational success.
- Team-building Events: Many clubs now schedule offsite or in-house team-building activities, ranging from social outings to structured problem-solving challenges. These events allow employees from different departments—such as golf, dining, and facilities—to get to know each other better outside of the usual work environment. These bonds translate into smoother collaboration and communication on the job.
For example, Oak Hill Country Club, in my hometown of Rochester, N.Y., holds an annual kickball tournament for its employees at the local minor-league baseball stadium. It’s an opportunity to bring together all departments for a friendly, competitive, team-building event that opens up lines of communication across the entire club.
- Cross-training Initiatives: Country clubs often have diverse departments, each critical to the overall member experience. Cross-training programs allow staff to gain insight into the roles and responsibilities of other departments. When employees understand the work their colleagues do, they’re more likely to appreciate their efforts and collaborate effectively. Cross-training also allows for team members to support each other when unexpected circumstances occur, such as getting a shift covered quickly because of a family emergency, or accommodating a surge of members in the casual dining room.
By investing in both team building and cross training, managers enhance flexibility and camaraderie within the team, which can directly improve service delivery and member satisfaction. This also offers an opportunity to identify rising stars within the organization. Some of the best talent I’ve encountered in clubs are individuals who seek experience in multiple areas of the club.
- Recognition and Reward Systems
Acknowledging hard work and rewarding excellence are crucial for maintaining a motivated, cohesive team. Recognition and reward systems not only drive individual motivation but also foster a sense of belonging and loyalty among staff, contributing to a more cohesive team environment. It also gives your club the opportunity to be the employer of choice in the community.
- Formal Recognition Programs: Some clubs have adopted monthly or quarterly employee recognition programs, where staff are celebrated for their achievements. Whether “Employee of the Month” or rewards for exceptional service, formal recognition programs boost morale and give staff something to strive for.
- On-the-spot Rewards: In addition to formal programs, many managers implement informal, on-the-spot recognition, such as verbal praise, small bonuses, or public shout-outs during team meetings. This real-time acknowledgment keeps staff motivated and reinforces positive behavior in the moment.
- Career Development Opportunities: Reward systems aren’t just about short-term incentives; they can also be tied to long-term career growth. Offering professional development opportunities— such as leadership training, certification programs, or mentoring—shows employees that their growth is valued and encourages them to invest in the club’s success.
As club leaders increasingly recognize that a well-coordinated and motivated team is essential to delivering top-tier service, these strategies will help to create a more harmonious workplace and directly enhance the overall member experience, helping clubs maintain their reputation for exceptional service.
Michael G. Smith, CCM, CCE, ECM, is a Search & Consulting Executive for KOPPLIN KUEBLER & WALLACE.