Be the Caretaker of Culture From President Jim Sutton, CCM, CCE
There are many attributes which identify the best clubs. Often you hear boastful comparisons about the famous golf course architect, or Platinum Club designation, or the grandeur of the clubhouse. In fact, many clubs seek to brand themselves solely by these attributes. These "features" make great highlights for the membership brochure and they are indeed differentiators from the competition. But features and attributes don't make a great club. The best clubs are known for their unmistakably strong culture. Culture is the brand. The other stuff is really just wrapping paper.
So what is club culture? What does it look and feel like? How do you recognize it? A club's culture is evidenced by the attitudes, behaviors, and actions of its membership. But I'll take that one step further and say that the caretakers of a club's culture are its employees. Those clubs with strong culture have well‑defined core values. Maybe it's a commitment to traditions, maybe it's being family‑centric in everything they do, maybe it's philanthropy or environmental stewardship. Likely it's a combination of several compatible values.
Why is culture easy to spot in a successful club? It's because it has been nurtured and refined over time. It is unwavering and sacred. Like‑minded members have sought it out and asked to be invited to be a part of it. They guard and protect culture like an invaluable asset and they are proud to take part in passing it down to the next generation. At the best clubs, the culture is instantly recognizable.
But a club's staff is critical to maintaining its culture and identity. They are the caretakers. Reflect upon the great and successful leaders in our industry. Do they take a passive approach to culture? Or have they become adept at actively shaping and guiding the club's future through their roles at the club?
What is your role in supporting the culture of your club? I challenge you to summarize it in a short paragraph and write it down. Use this exercise as a conversation starter with your team members and peers. Commit to being a caretaker of your club's culture and you will become a well‑respected and more effective leader in your club.
Top 7 from the Ground Floor Successful Management Journeys by Nicki Skipper, CCM
The truth is all of our journeys will be different, but the most successful of my peers started from the ground floor.
GETTING THE RIGHT PEOPLE ON THE BUS. After you have gone through the hiring process and selected a new employee for your club, it will only take a few days to recognize if they are the “right fit” for your club's culture. We offer a continuing “paid interview” after the initial interview process that allows the potential employee to work two days at our club. After the two days they will then meet with their direct supervisor to determine if they are a “right fit." Sometimes it is the potential employee that walks away because this job is not what they expected. Sometimes the potential employee has what it takes and they also agree that they would like to continue. At this point the potential employee is a new hire and will receive a set number of goals to accomplish during the remaining duration of their training. If not a supervisor’s favorite, the potential employee is clearly not a “right fit” for your club, but they insist that they are. When you find yourself in this sticky situation you must not fold or let your feelings get in the way, you MUST follow through, and as hard as it may be, do not allow them on your bus, part ways with them immediately. Having the “right fit' team is instrumental to your own success. Having one bad apple on your team can spread like cancer. Whether your employee is brand new or has been with you for years, if it does not feel right, look right, or you are not getting the results you need, stop the bus and invite them off. If you have waited too long or have you have inherited a “sacred cow,” the invite off the bus is now a long and drawn out process. Trust me when I tell you it is best to part ways in the first few days. The time, frustration and damage that is done in a long exit process is damaging to all that are involved. At this point the damage that is felt not only includes you and your new hire, but now includes your remaining staff and club members.
ARE THE PEOPLE ON YOUR BUS IN THE RIGHT SEATS? Now that you have the right people on your bus is that enough? The answer is no. If you have someone who is a natural leader and amazing at personal interaction and you have them in an entry‑ground level position (example: bussing tables or waiting banquets and you are keeping them there for whatever reason), then you are not doing them or yourself justice to your careers. You should move your key players to a position that suits them and your club to the fullest. Let me give you another example. I have a banquet captain that I have had the pleasure of working with for over eight years. She is in her late 50’s and can run circles around staff half her age. Her attention to detail and passion for perfection is nearly impossible to match. A few years ago she asked to try her hand at full‑on wait and bartending. It was a complete disaster. It does not mean that she is not a “right fit” for our club. It only meant that her strong skill set was for leading our team on setup/breakdown and decoration planning and execution. I would not trade her for the world and she belongs on my bus. I am thankful that she is sitting in the right seat.
TREAT YOUR EMPLOYEES LIKE THEY MAKE A DIFFERENCE AND THEY WILL. This is one of the best pieces of advice for anyone in any business. Your hourly employees spend more one on one face time with your members, clients, and guests than anyone, even more than you. It is your job to take care of them, so they can take care of the day‑to‑day. You should SPEND MEANINGFUL TIME EACH DAY WITH YOUR TEAM. Care for them not only on a business operational level, but also care about their feelings, thoughts, and opinions. When surveyed, hourly employees state that how they are treated by their supervisor is more important than their income. This may seem like a surprising statistic, but think of why most hourly wage employees leave their current place of employment. Yes sometimes it is for more money or a higher position, but more often it is because of a lack of connection and low morale in the workplace.
If it will take you more time to find someone to take care of something/anything than doing it yourself: DO IT YOURSELF. After a period of time your staff will KNOW that when you assign them a task, that you are not asking them to do anything that you would not do yourself. Result – You have defined yourself as A LEADER and they will follow; no questions or resistance.
DETAILS: Our business is nothing more than a collection of small details. Alone they are nothing, but together they MEAN EVERYTHING. Try this…. before you meet with your staff take a few minutes to see the room in the guest prospective. Sit in various chairs throughout the space and LOOK. Are there party strings hanging from the lighting sconces from last night’s event? Are there cobwebs draping from the chandeliers? Is there a bulb out in the room? You cannot always see these details when you are just walking the room. Take 5 minutes to inspect the room through the guest prospective. Write down what you see. Take what you find to your staff line‑up, there is still time to make it right.
When handling unsatisfied members, clients or guests; LISTEN FIRST, ACKNOWLEDGE that you understand their situation by repeating it back to them; then ASSURE them that you will handle their situation and that you will be right back. DO NOT offer them a reason of why this is happening to them. Examples: we are really busy tonight, the kitchen lost your ticket, etc… The truth is they do not care. All they want is to be heard, know that you understand and that you will make it right. What you do in the next 5 minutes will make you a hero or a failure. Next Steps: TAKE ACTION - get an estimated time of arrival also known as an eta on their meals, beverages, etc…. Depending on the time frame of the eta you may need to buy more time with not only an update/conversation with your guests, but a peace offering of sorts for their inconvenience. Examples; oops plate, complimentary beverages, dessert etc… but do not forget to entertain them with your personal attention and presence.
TAKE OWNERSHIP Now you have all the right people on the bus. They are all in the right seats. You have taken the time to know them, respect them, and love them. You have shown them that you are not above working alongside them. You have mastered how to look at the details of the grand picture. How to catch a small detail just in time. You know how to handle grief in the heat of battle. What should you do next? Take Ownership. My staff, especially my kitchen always asks me, “Have you touched everything yet?” I answer not yet, but I will. What am I doing? I am walking the room one last time to ensure all is how it should be. Once I touch everything in the room then it is mine, I own it. So when I walk into the club that evening and converse with our guests, if something is not to their standards, if something is not right, it is nobody’s fault but mine. At the end of the day I had 7 or more opportunities to catch a wrong. So if I find myself looking for an oops plate or buying time at a table the only one to blame is me.
Nicki Skipper, CCM President, Carolinas Club Foundation
Vice President Report Get Involved in 2019! by Brian Boss, CCM
Dear Colleagues,
As the Chapter’s Vice President, my largest responsibilities include confirming the host clubs and venues for the 2019 events and finalizing the Leadership Team. I encourage everyone interested to host an event or to give back to our great Chapter and Association to contact me personally or any member of the Chapter’s Board.
Each region in the Carolinas Chapter includes the Leadership Roles outlined below:
Region Chair: The Region Chairs are responsible for scheduling and organizing all region education within the region in which they reside and serve.
Region “Yo-Pro” Chair: The Yo‑Pro Chairs are encouraged to organize and plan special events for the young professionals within the region they reside and serve. We have great momentum going with the engagement of our young professionals in the Carolinas, and it is extremely important to continue and improve each year.
Region Membership Chair (aka “Old Pro”): The Old‑Pro Chairs are encouraged to meet, greet, connect, invite all new members and potential new members within the region they reside and serve. This role is designed make everyone feel welcome within the Chapter.
Additional positions within the Chapter include:
Career Services Chair Club Foundation Liaison Allied Associations Liaison Legislative Chair – North Carolina Legislative Chair – South Carolina Corporate Relations Liaison Wine Society Liaison Wine/Spirits Committee Student Development Chair Methodist University Liaison University of South Carolina Liaison University of South Carolina – Beaufort Liaison Western Carolina University Liaison Johnson & Wales University Liaison East Carolina University Liaison
As you can tell, we have a variety of positions and opportunities. I can say from past experience, serving for the Carolinas CMAA Chapter has been an extremely rewarding experience. It has improved my network, educational opportunities, and most important, giving back to the Association and Chapter that I consider family.
Please do not hesitate to contact me by calling (843) 414‑0791 or emailing [email protected].
Secretary/Treasurer Report Favorable Finances by Doug Shifflett, CCM, CCE
Fellow Chapter Members,
I am happy to report that the Chapter continues to be in a very favorable financial position. The Chapter had net income of $80,515 (11/1/17- 3/19/18) vs. $82,898 during the same period last year. We currently have $155,625 in our checking account and $152,961 in savings as of March 20, 2018.
Our Managing Director, Patricia Calder, and Member Services Manager, Cathy Miller, are working with our accounting firm, Cherry Bekaert, to transition us from cash‑based to accrual‑based accounting. This change will enable us to more accurately compare our financial performance to budget. Once this change is complete, we will finalize our year‑end 2017 financials and file our form 990 (for which we have received an extension in filing).
It is a great privilege to serve the Chapter as your Secretary/Treasurer. If you have any questions related to our Chapter’s finances, please do not hesitate to contact me.
Managing Director Report by Patricia A. Calder, CCM, CCE
We mourn the losses of Jill Philmon's mother and Cathy Miller's father this month. I'm sure both would appreciate your kind words: [email protected] and [email protected].
We are thrilled about our recent achievements of CHAPTER OF THE YEAR for large chapters and EXCELLENCE IN EDUCATION for large chapters! Thank you to you, our members, for making these happen!
Please take a look at the Chapter and National scholarships that are available to you. They're not just for younger or mid-level managers! And there are thousands of dollars in awards NOT given out each year simply because no one applied. Click here: Chapter Scholarships and CMAA Scholarships.
DO NOT MISS the upcoming Manager‑Director Forum on May 21st at the Country Club of North Carolina in Pinehurst. We are featuring a panel of experts on a topic that everyone needs to hear about - Human Resources and Employment Issues. M-D F Info
Please plan to donate to this year's WINE AND WIDGETS Auction, to be held at Sea Pines Country Club on Sunday, July 22nd! Donations can include anything with a value of over $25, from WINE to WIDGETS to GIFT BASKETS to other gift packages. Last year we raised $55,000 to be used for scholarships and awards in the Carolinas Chapter. Let's beat that amount and send more of our members to education events and World Conference. More information coming soon!
Summer Conference this year will be held in Hilton Head, SC, on July 21st - 23rd. Plan to make accommodations reservations soon!
Hold the Date: Summer Education - August 12th - 13th in Spartanburg, SC. Dinner Sunday night at the beautiful Piedmont Club, and education on Monday at the Country Club of Spartanburg. THIS WILL BE A VERY SPECIAL EDUCATION SESSION. More info soon!
