How to Win the Crowd

As a General Manager, I understand the importance of having a dedicated and skilled staff. They are the backbone of any successful club and essential in ensuring that you deliver an exceptional member experience. As a team, our goal, each and every day, is to win the crowd. So how do you do that?

Prioritize communication: Clear and frequent communication is essential for building trust and ensuring members feel heard and valued. Make sure to communicate regularly through various channels, such as email, social media, newsletters, and in-person meetings. Be responsive to feedback and suggestions, and always strive to address any concerns promptly.

Foster a culture of excellence: As General Manager, it's up to you to set the tone for the entire club. Encourage your staff to strive for excellence in all aspects of their work, from customer service to facility maintenance. Invest in ongoing training and development programs to ensure that your staff is equipped with the skills and knowledge they need to provide the highest level of service.

Personalize the experience: Every member is unique and treating them as such is essential. Take the time to learn about your members' interests, preferences, and needs, and tailor your services and events to meet their expectations. Offer personalized recommendations for activities, dining, and other amenities. Create a welcoming environment where members feel comfortable and valued.

Embrace technology: Technology can be a powerful tool for enhancing the member experience and improving operational efficiency. Consider implementing a member portal or using your app as a hub where members can access information about the club, book tee times, make dining reservations, and communicate with staff. Use social media to promote events and activities to engage with members more personally.

Be visible and approachable: As General Manager, it's important to be visible and accessible to members and guests. Make a point to be present at events and activities and take the time to greet members and introduce yourself. Walk the dining room, the card room, and heavy traffic areas. Encourage your staff to do the same.

By following these strategies, you can win the crowd and ensure the success of your club. Building strong relationships with your members and guests is the key to long-term success. It all starts with a commitment to excellence and a dedication to providing the highest level of service.