It has been a challenging nine months in club operations and a very sad and unsettling time in the country with COVID–19. After thirty-six years of management in the hospitality industry from small market clubs to billion dollar resorts, COVID–19 has redefined my management methodology in four specific areas.
Club: Providing an oasis of enhanced safety, a healthy and fun environment.
Staff: Value staff more as a whole person of their emotional, mental, physical and spiritual well-being.
Offerings: Enhanced personalization of the member and guest experience in every key result area.
Finances: Enhanced disciplined approach to the zero based budget process. Focus on every interaction, every occurrence with every member to be as accommodating and efficient as possible and still provide the outstanding product and or service.
As a result, the club finished financially in good order with the second best bottom line year in over 20 years, despite a 56.5% decrease in food and beverage revenue and a 26 member decrease from the beginning of the year. This is a direct result of dedicated work by the staff to keep the club as relevant as possible and manage costs, member leaders that encourage participation like the Newbie, Bunker Bee, WADWCC and the Other Guys golf and social groups, the standing committees and board of directors for their input and support of operations and last but not least, the federal government for an IRS tax credit.
Our 2021 business plan is built on growth with programs and offerings to enhance the lives of our members, guests and staff. Along with the valuable lessons learned and enhanced management to become more relevant, efficient and productive in operations this year. As we manage through this year, please feel free to contact me with any thoughts or ideas to improve club operations.
Please stay healthy and safe.