What’s the secret to providing exceptional service in your locker rooms? Aspiration and knowledge. First, the team in locker rooms must want to provide the best service possible to members and guests. Put another way, no strategy, no matter how well written, will change a thing in any work situation
Ocean Reef Club (ORC) in Key Largo, Fla., is a 2,500-acre private member-owned community in a paradisiacal setting along an active coral reef. The exclusive enclave seamlessly supports 1,500 homes, 110 vacation rentals, a 150-room oceanfront inn, a 175-slip marina, a spa and salon, two
To be a successful member-owned private club in today’s multi-dimensional and competitive society is both complex and challenging. The best clubs aren’t the best by accident, or just because they exist in the right neighborhoods or have wealthy members. They are successful because there is
Q: What do you get when you cross a notorious prankster, an inventive team of conspirators, more than 2,300 club members with remarkable discretion, and one of the most beloved employees ever to grace The University Club of Washington, DC’s esteemed “Mansion on 16th Street”?
As you can see from the breadth of subjects focusing on club dining and food and beverage within this issue of Club Trends, a lot goes into putting together a great food program. Purchasing, menu planning, preparation and cooking, facility design and scheduling are just
Private club dining is renowned not only for the quality of the food but also for the ambiance and service. While the menu options are best left to the chef, the service expectations inherent in club dining lie with the waitstaff. Members and guests expect
Q. What are some of the fundamentals of high functioning service cultures? Exceptional service experiences are personal, anticipatory and emotional. When one experiences extraordinary service, it stirs a series of emotions—gratification, satisfaction and excitement and hopefully brings a smile to one’s face. In the best
What is an Enhanced “Member Experience” And How Do You Create It? Member experience is the way in which the club takes the member on a continuous journey that makes the member feel enthralled, satisfied, justified, respected, served and cared for according to his or her
Any successful club manager understands that ensuring a premier member experience is the most important part of overall operations. From first impressions to finishing touches, an enjoyable member experience is essential in order to retain existing members, attract new members and remain a cut above
“A person’s name is to him or her, the sweetest and most important sound in any language.” -Dale Carnegie Part of the private club experience is the connection that develops between members and club staff. A warm familiar greeting every time they walk through the