Six Tips for Creating a Culture of Excellence at Your Club

It was a privilege to present at last week's CMAA World Conference and to share ideas for creating a culture of excellence. It was great to see so many friends and colleagues attend my session, many of whom wanted some tips about how to get started, so here's a brief recap.

?Creating a culture of excellence at your club requires a commitment to quality and a focus on customer service. Members expect exceptional experiences and a level of service that meets or exceeds their expectations.?

1. Set clear expectations: It's essential to set clear expectations for staff and members. Develop service standards and communicate them effectively to all employees. Explain how these standards align with the club's mission and vision. Provide regular training and feedback to ensure everyone understands the expectations and knows how to deliver exceptional service. The mission and vision are critical to your success as they serve as guidelines that you and the team live up to.
2. Hire the right people: Look for individuals with experience in the hospitality industry and a passion for delivering high-quality customer service. Conduct thorough interviews, check references, and use behavioral-based interview techniques to identify candidates who fit the club's culture well. Be bold and hire people who are smarter than you. Many people need to be the most intelligent in the room; however, by being open to new ideas and suggestions, you can improve processes and create new experiences. You, as the leader, may even learn something new.
3. Empower employees: Motivate and encourage them to make decisions and take ownership of their work. Provide them with the necessary training, tools, and resources to make informed decisions and solve problems effectively. Encourage employees to take ownership of their work and be accountable for their actions.?
4. Foster a positive work environment: This is essential to creating a culture of excellence. Encourage teamwork, communication, and collaboration among staff. Recognize and reward employees for their hard work and dedication. Provide opportunities for professional development and growth. Take your team to your CMAA chapter, National education sessions, or BMIs. Get involved in the community outside the gates. Our culture team gets involved in the community with local non-profits doing hands-on work. This enhances our team building and allows staff from other departments to feel connected while doing good for the community. It's great to hear their feedback about volunteering and to get to know them outside the club.
5. Listen to members and staff. Use surveys, focus groups, and other feedback mechanisms to gather information on what members like and dislike about the club's services and amenities. We host weekly Zoom listen and learns with a group of 10 members to hear their perspectives which helps you come overcome gossip and speculation while making more meaningful connections. We host town hall meetings and consistently communicate. We also ask our employees what they want to see more of and work with them to meet their needs.
6. Continuously improve the club's services, amenities, and operations. Regularly review and update service standards, policies, and procedures to ensure they remain relevant and practical. Use data and metrics to measure performance and identify areas for improvement. Then evolve. One of our restaurants is called Next. Why? Because it allows us to change the theme and adapt to something trending in the culinary space. Never rest on your laurels, and say we've always done it that way. Be creative and innovative.

I hope these suggestions serve you as well as they did me throughout my career. By implementing these strategies, you can create a culture of excellence that meets members' expectations and delivers exceptional service while becoming an employer of choice.?