Elevate Your Club Experience

“You’ve Been Served – Delivering Exceptional Service in Private Clubs” is an immersive workshop designed to elevate service standards for front-line employees. Through hands-on learning, mock service scenarios, and team-based activities, participants will master essential service skills, with a focus on food and beverage excellence, and earn a Service Excellence Certificate upon completion.

Program Summary 

This half-day or full-day workshop focuses on delivering service excellence in private clubs. The programming includes  team-building, understanding clubs and service fundamentals applicable to all front-line employees.  Throughout the day there will be  emphasis on assisting attendees to master service skills through hands-on learning, mock service, and team-based activities. Upon completion, attendees will earn a Service Excellence Certificate.

What Attendees Can Expect

• Understanding clubs and brand through The Eleven Keys to Private Club Success Professional
• Words and phrases to use and not to use
• Seamless steps of table service through consistency and standards
• Beverage basics and detailed steps of opening wine
• Interactive team-building through mock service scenarios 

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“Performance Management: A 90-Day Sprint Leadership Workshop for Managers and Directors” equips new managers with the tools to proactively manage performance, align team goals with club values, and foster a culture of accountability. Through interactive exercises and practical strategies, participants will develop communication skills, create actionable performance plans, and learn to lead with confidence across generations.

Program Summary

“Performance Management: A 90-Day Sprint Leadership Workshop for Managers and Directors” is a leadership development workshop designed for managers with less than three years of experience. This program provides essential tools for holding yourself and others accountable while aligning performance goals with your club’s mission, vision, and values. It offers a proactive approach to professional growth through performance management planning (PMP) rather than reactionary performance improvement plans (PIP). Participants will explore effective communication techniques, generation-based management styles, and strategies for creating a safe, judgment-free culture where team members can thrive.

What Attendees Can Expect

• Develop and implement a proactive performance management plan to align personal, team, and club goals.
• Learn communication techniques, including the art of reflection or, mirroring, parroting, and other generation-specific strategies.
• Understanding the evolution from Education to Training to Application and Coachingfor success
• Engage in interactive exercises like the “Helium Stick” and “Performance Ball” to foster team collaboration and goal-setting.
• Gain tools for conducting effective performance reviews, managing hard conversations, and documenting progress.
• Create actionable 90-day, 1-year, and 3-year personal and profesional goals.

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“Designing the Member Journey” is an interactive workshop that teaches employees how their roles impact the entire member experience, from sense of arrival, phone greetings, and digital touchpoints to final billing. Through collaborative exercises and breakout sessions, participants will identify key areas for improvement and create actionable plans to enhance the member journey, ensuring exceptional service at every stage.

Program Summary

The “Designing the Member Journey” program addresses how employee interactions influence the entire member experience, from pre-arrival like initial digital touchpoints to on property sense of arrival and off property experiences like the billing process. The workshop begins by examining the current member journey and highlights opportunities for improvement. It emphasizes the importance of creating a seamless, positive experience for members before they even arrive on-site, considering both digital and in-person interactions. Through a combination of humor, interactive breakout sessions, and collaborative exercises, participants will learn how to enhance the member journey and ensure everyone is accountable for delivering exceptional service. The program covers everything from the digital introduction to the final billing, with actionable takeaways for implementation.

What Attendees Should Expect

• Engage in interactive breakouts and flipchart activities to map out the member journey.
• Explore how employee roles influence key touchpoints in the digital and onsite member experience.
• Participate in pre-work (an experience sheet) to understand department involvement.
• Identify ownership of the member journey and commit to follow-through action planning.
• Learn how to integrate the journey into training, budgeting, and service improvements.

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“From Interview to Team Member” is a comprehensive workshop designed to help managers create a seamless and engaging employee journey, from hiring through onboarding and beyond. Participants will learn strategies for screening candidates, improving onboarding processes, and managing the digital reputation of their organization to become an employer of choice.

Program Summary

“From Interview to Team Member,” is designed to help managers and department leads create an employee experience that fosters long-term engagement and makes their organization an employer of choice. It addresses the complete journey of a new hire, from pre-hire qualifications through onboarding, introducing what is a private club, training on  the day-to-day employee experience at a private club and how the detail service expectation in all departments is different than the public sector. The program highlights the importance of clear communication, recognition, continuous education, and effective reputation management in today’s digital age. Attendees will learn to strategically manage the hiring process, emphasize cultural fit, and leverage modern tools to enhance the overall employee experience. This is a  Full-day (6-hour) program developing the all-employee experience to drive retention, engagement and satisfaction.

What Attendees Should Expect

• Understand how to effectively screen candidates using pre-qualifiers and non-negotiable criteria.
• Learn best practices for onboarding, training, and certifying new hires to ensure a smooth transition into the team.
• Focused discussion of importance of training the difference between private club
  and the public sector in all departments.
• Explore strategies for managing digital footprints, including how to optimize Glassdoor, Indeed, and Google reviews, and create compelling employee pages and videos.
• Participate in interactive exercises that focus on role-playing key conversations, such as explaining club policies and conducting interviews.
• Gain insight into balancing experienced and inexperienced team members, hiring for attitude, and training for skill.

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“Building a Strong Culture to Retain Your Team” is a hands-on workshop designed to equip managers with tools to create a positive, engaging workplace culture that drives employee retention. Participants will explore key elements like communication, recognition, and growth opportunities, while identifying actionable strategies to enhance their club’s culture and improve team dynamics.

Program Summary

This program is designed to help department heads and managers build a vibrant, sustainable workplace culture that promotes employee retention and engagement. Through interactive exercises, open discussions, and practical tools, participants will explore the key elements that contribute to a positive culture, including effective communication, employee recognition, clear paths for growth, and the importance of aligning values with day-to-day operations. Participants will identify their club’s current culture, learn how to operationalize changes, and understand the significance of creating a culture of purpose, training, and appreciation.

The full-day version includes the development of the framework for a culture committee and conceptualize a recognition program.

What Attendees Should Expect

• Identify the current workplace culture and envision the ideal culture through collaborative activities.
• Explore actionable solutions to enhance engagement, training, and operationalize a strong culture.
• Learn effective retention strategies, including recognition programs and employee development initiatives.
• Understand the importance of open communication and fostering a positive employee experience.
• Participate in interactive activities and assessments to address low morale and improve team dynamics.

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“Developing a Winning Leadership Team” is an interactive workshop that equips leaders with DISC assessment insights to enhance communication, build trust, and improve team dynamics. Participants will learn to adapt their leadership styles to different behavioral preferences, fostering greater cohesion and collaboration within their teams.

Program Summary

The “Developing a Winning Leadership Team” program is designed to help leaders understand and leverage the DISC behavioral assessment to enhance communication, build trust, and foster effective team dynamics. Through interactive sessions and reflective exercises, participants will learn how to adapt their leadership styles based on the DISC framework to create more cohesive, motivated teams. The program emphasizes self-awareness, communication strategies, and practical applications of DISC insights to improve leadership effectiveness and team collaboration.

What Attendees Should Expect

• Attendees will learn how to communicate more effectively by understanding their own and others’ DISC styles.
• They will gain insights into how leadership communication impacts trust, motivation, and conflict resolution.
• Participants will develop adaptability in their communication and leadership approaches to suit different behavioral styles.
• They will engage in group activities to practice applying DISC strategies in real-life scenarios.
• Attendees will explore team dynamics by reviewing DISC wheels and understanding how to enhance collaboration.

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“Strengthening Your Management Team with Clubology” is a dynamic workshop designed to enhance leadership and management skills in private clubs by focusing on member engagement, retention, and fostering a thriving club culture. Participants will learn strategies for creating a sense of belonging, personalizing member experiences, and developing leadership practices that drive both member and employee satisfaction.

Program Summary

The “Strengthening Your Management Team with Clubology” program focuses on the essential elements of managing a private club by emphasizing the people-centric nature of the business. It utilizes the principles of Clubology to enhance leadership and management skills, ultimately driving member engagement, retention, and a thriving club culture. Through understanding member behaviors, fostering a sense of belonging, and leveraging engagement strategies, managers can significantly improve club performance and satisfaction for both members and employees. This full-day workshop combined with the science and strategies outlined in the book help your team develop your club custom tailored strategy to put Clubology to work in your club to elevate the member and employee experience.

What Attendees Can Expect

• Explore strategies for creating a strong sense of belonging and connection among club members and employees.
• Learn to identify and engage the most valuable club members and utilize their influence to enhance the club’s culture.
• Understand the importance of personalized experiences and emotional engagement to boost member retention and satisfaction.
• Develop leadership practices that align with modern trends in club management and employee engagement.
• Gain tools for improving communication, recognizing employees, and fostering a culture of appreciation and recognition.
• In the full-day version, your team will build-out custom tailored strategies to put Clubology to work to elevate your member and employee experience.

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“Server to Supervisor” is a professional development workshop designed to help club staff transition into leadership roles by building key skills in communication, service consistency, teaching, and team management. Participants will learn how to lead effectively, implement service standards, and create engaging onboarding experiences to support continuous growth and a culture of excellence.

Program Summary

The “Server to Supervisor” program is designed as a professional development workshop for club industry staff who are looking to transition from server roles to supervisory positions. This program focuses on enhancing the necessary skills for leadership, effective communication, and consistent service in private clubs. It emphasizes interactive learning, with a focus on building professional development plans, fostering a culture of quality service, and supporting continuous learning. In the full day workshop we will build a tailored approach for your club and share a tempate to develop personal professional development plans for your team.

What Attendees Can Expect

• Learn how to transition from a server to a leader by understanding the difference between managing tasks and leading people.
• Gain tools to implement consistent service standards across all areas of the club.
• Improve communication skills for training and managing staff effectively.
• Discover how to create engaging onboarding experiences that boost retention and performance.
• Develop a mindset focused on exceeding member expectations through attention to detail and a positive work culture.
• In the full-day workshop we will develop a framework to take servers to trainers, to lead server, to supervisor

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