All Speaker Programs are available as a Keynote, Break-Out Session, Half-Day, Full Day and In-House Program.  All Seminars and Titles are Customized For Your Event or In-House Needs based on pre-event client interviews.

While there are many factors that “Create the Country Club and Resort Experience” 5 elements are key for all Clubs and Resorts:  1) The Resort Grounds, Hotel and Pool; 2) The Golf Course; 3) The Pro Shop & Clubhouse; 4) The Food; and 5) The Service.

Items 1 thru 4 can be secure and stable, while item 5…The Service…is constantly an ongoing barometer that affects the perception of the Club and Resort by discerning Members, Customers and Guests alike.  To stay ahead of the curve, consistent attention must be given to service levels to continue to set the standard in a highly competitive marketplace.

---

Learning to “Lead People” and “Manage Things” is one of the most critical factors that determines the success of any Club or Resort.  Often, emerging Leaders are held back by what they perceive and understand their role to be as a Manager.  This not only limits their effectiveness, but the results of all people that work with them and for them as well.

The ability to effectively communicate with staff and team members is critical to the daily operations of all Clubs & Resorts.  Creating and maintaining a Service First Culture is paramount to the success of all managers and supervisors.  Knowing when to manage, when to lead and when to turn over the reins to staff, is for most, a learned, not inherited, skill set.  Things must run as smoothly when the manager or supervisor is not on the floor as when they are.  Members, Customers and Guests expect consistency from all staff, all the time.

- Develop and Understand Leadership vs. Management Principles
- Improving Undeveloped Talent and Potential in Team Members
- Develop and Understand Teaching and Coaching Principles
- Understanding Motivation and Performance Enhancement
- Develop and Improve Questioning and Listening Skills

---

High End Club and Resort Level Service doesn’t just happen.  It has to be carried out moment to moment, day in and day out.  Membership has its rewards, and experiencing service at this level is one of them.  Before that can be consistently and repeatedly delivered, it must be fully understood.

Creating the Country Club & Resort Experience is first and foremost a Mind-Set that must become the fiber of who you are.  Once defined, it must be continually and consistently carried out, to all members, prospective members and guests at every turn on the property.

- Creating the Country Club & Resort Experience
- Mind-Set, Attitude & Philosophy
- Anticipating Service Needs
- Tabletop Experience
- Area of Influence

---

Once established, maintaining the Country Club and Resort Experience is often just as difficult, if not more so, to deliver than creating it.  No matter the Level of Service obtained, entering the maintenance mode is often represented as a declining mode.  To avoid a drop off in service delivery, the implementation phase is critical to the ongoing success of the Club or Resort.

Staff Buy-In and involvement is critical.  Member and Guest retention and loyalty is driven by the ongoing service levels and relationships created, and the professionalism carried out by all staff members.  Implementation of The Core Service Values on a consistent basis creates a home away from home for Members and their Guests at the Club, and creates a getaway home that Guests will consistently return to at the Resort.

- Establishing Current Service Levels
- Improving Current Service Levels
- Evaluating Process & Systems
- New Ways of Doing Business
- Motivation & Evaluation

Re-Think. Re-Frame. Re-Focus.