COVID Management Perspective
Members have mentioned how pleased they have been with club operations during the pandemic. Also, concerning my perspective on club operations, in which I touch on below.
My managerial philosophy has evolved with the challenges that we have faced due to the COVID-19 pandemic. In an effort to be a more effective leader during this unfortunate situation, I have made adjustments in four key areas:
Club Facilities: Our goal was to provide an oasis of enhanced safety, where members, guests and staff could participate in a way that was both fun and healthy. We installed sanitization stations throughout the property, and in our golf and pull carts. Our outdoor dining areas were expanded, adding heat towers. A hospital grade sterilization fogger was used daily in our clubhouse. These are just a few examples of the new initiatives we implemented in order to limit the spread of the virus.
Staff: We have to care about the whole person, including their emotional, mental, physical, and spiritual well-being. Being empathic allows your team to be vulnerable, so that you can truly understand what they need to be safe and successful. That could be a sympathetic ear, words of encouragement, time-off or food and supplies for them and their family. Interest free loans were offered, and a psychologist was available for staff to speak with if needed. Providing avenues for open expression has allowed us to rise above any divisions and thrive as individuals and as a company.
Finances: Zero-based budgeting has always been at the core of my approach to financial management, and this discipline has led to successful financial plans over the past 15 years. We have consolidated certain positions and cross-trained our team to be able to work across departments. For example, administrative staff has assisted the food and beverage service department and I have worked in facility maintenance.
Programs: Beyond our amenities, we didn’t want to ignore our club social offerings. How can we continue to provide a top quality, personalized member and guest experience, while ensuring that safety remains the priority? The answer came in the form of smaller, distanced, outdoor group events, online instructional videos from our golf, racquet sports, and culinary staff, and safe, themed experiences like drive-in movie nights. We also created a member pantry where we delivered essential items to members who were more at risk for COVID-19.
Thanks to our pristine facilities, recreational amenities, engaging programs and safe interactions, our club has truly become a home away from home, at a time when it is needed most. I have consulted with many clubs during this challenging time and I am grateful to have had the opportunity to help other facilities appropriately respond to this crisis.