On Tuesday November 22, a judge in Texas ruled that the federal Department of Labor's new Overtime Rule--that raised the salary threshold under which workers would be eligible for overtime pay from $23,660 annually to $47,476--should be halted in its implementation. 

Ac...

November 4, 2016

It's no surprise to most managers, but today's clubs host a wide range of complex demographics within their membership base each with their own specific needs. Younger club members in their 20s and 30s are more child centric and thus are interested in kid's activities...

With a wide variety of leisure options available for today's society, private clubs face steep competition. That's why strong member loyalty is one of the most important things you can have in your arsenal to keep a competitive edge. Many members also belong to multipl...

October 21, 2016

There is a story about a young bride who cuts off the ends of the roast before she places it in the pan to cook. When her husband questions why, she responds, “That’s how my mom does it.” The couple tracks the answer back to the young woman’s great grandmother; “I only...

October 14, 2016

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 in...

September 13, 2016

In a competitive marketplace, private clubs that do not have a unique value proposition find themselves trying to compete on price, resulting in cost cutting measures. This practice affects product and service quality and the club’s brand perception, unless the club’s...

July 19, 2016

As many of us struggle with the changes in our industry, the continuing challenges with the economy and an aging membership, many are recognizing the need to reinvent their clubs and oftentimes their own management or leadership style. 

During a reorganization, turnarou...

June 27, 2016

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 t...

June 20, 2016

Legendary golf instructor, Butch Harmon, has ten rules to change a golf swing. Clubs making cultural or business model changes sometimes fail for the same reasons it is so difficult to change a golf swing. Borrowing a few of these rules from Mr. Harmon, I have come up...

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Whitney Reid Pennell 
Founder & President

Whitney Reid Pennell is the founder and president of the award-winning RCS Hospitality Group. She is a published author and widely praised seminar leader, with over 20 years of club operations management and consulting experience. 

The nationally renowned full-day staff service training to boost your food and beverage operations

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Private Club Advisor
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