How Much do you REALLY Know About Your Job Candidates?
Recently, Club and Resort Business published an article in which a club in Pennsylvania hired, and then fired a bookkeeper for embezzlement; only to find out that she had six months remaining of a seven-year probation for embezzling from a previous employer. You may be asking “how did the employer not know that their newest employee had a history of felonies?” Short answer: they probably didn’t ask, nor did they conduct a thorough background investigation. When industry unemp
Recruiter Versus Human Resources: Why Your Club Should Use Both
“We don't need a recruiter, we have a Director of Human Resources….” In our travels, we frequently hear that refrain. While the two positions are complementary, they are not the same. Most private clubs have one person who is “responsible” for human resources; meaning that they are the person who handles employee benefits, as well as paperwork for new employees, but they handle other administrative duties as well. Larger clubs may even have the resources to employ one full-ti
The (Unrealistic) Search for a Unicorn
A unicorn refers to an occurrence when those who are responsible for hiring candidates have unrealistic expectations of skills, experience, and salary for a position. The mismatch between the expectations of the employers and who is available for hire has me thinking about this Unicorn Phenomenon we continue to see. In other words, many hiring managers and committees are seeking a mythical candidate (unicorn), rather than understanding the reality of who is available and what
Ready When You Are: The Power of Online Training (Part Two)
There is growing consensus within the hospitality industry that online training can and should be an integral part of your staff and managem
Ready When You Are: The Power of Online Training (Part One)
Online training has revolutionized the way information, skills, procedures, policies, and institutional culture are transmitted to club empl
10 Training Tips To Deliver the Results You Want
This article originally appeared in BoardRoom Magazine in 2015 as "What is The Point...of Training?" What is the point of training? Does everyone on your team really understand the point of training and how best to make your training effective? We train for a variety of reasons, but they are all centered on producing change and to keep our service culture strong. We train to affect change in skills (how to do something), knowledge (critical thinking or decision making) or att
Cultivating Your Service Culture
This article originally appeared in BoardRoom Magazine in 2014. Customer service means different things to everyone. Wikipedia defines customer service as “The provision of service to customers before, during and after a purchase.” Businessdictionary.com defines it as “All interactions between a customer and a product provider at the time of sale, and thereafter.” But what does this mean in the club business? My general rule of thumb is to first realize that very often our cu
5 Qualities to Look For in Your Next Hire
Updated: 10/02/2018 People matter. At RCS, we believe they are your biggest asset. No one knows this more intimately than managers in the hospitality industry. Everything we do is about people: people providing an experience to other people. People serving people. Our industry wouldn’t exist without our members to sustain it, and that’s usually what most club management revolves around—how to attract, retain, and delight your members. What we're talking about today is the oth
